At a Glance
- Tasks: Provide first-line desktop support and troubleshoot tech issues for colleagues.
- Company: Join a dynamic team at Riskonnect, focused on reliable IT support.
- Benefits: Gain valuable experience, work remotely, and enjoy a supportive work culture.
- Other info: Opportunity to learn new technologies and grow your career in IT.
- Why this job: Make a difference by helping others solve their tech problems every day.
- Qualifications: Strong troubleshooting skills and a passion for customer service.
The predicted salary is between 33750 - 41250 £ per year.
In this role you provide first-line desktop support for Riskonnect colleagues, triaging tickets and delivering professional remote assistance. You will support laptops, software, and authentication tools like Microsoft 365 and Okta, while following secure, documented processes. You’ll image devices, resolve routine issues, and escalate complex cases to Tier 2. This role sits in Technical Operations and contributes to reliable, security-compliant IT support that keeps the business running.
Responsibilities
- Triage and resolve first-line desktop issues across hardware, software, and services
- Provide remote support via video and approved management tools
- Install, configure, and support approved software and peripherals
- Image and reimage Windows laptops per standards
- Troubleshoot PC, OS, and connectivity problems; coordinate escalation as needed
- Escalate high-impact or complex incidents to Tier 2 or specialized teams
- Maintain accurate ticket notes, communication, and resolution details
- Create and maintain knowledge articles and technical documentation
- Adhere to security, asset-management, and support procedures
Key requirements
- Strong troubleshooting skills with a methodical approach
- Clear, professional communication with users of varying technical levels
- Customer-focused with ownership and timely updates
- High attention to detail in ticket notes and documentation
- Ability to prioritise multiple tickets in a fast-paced environment
- Willingness to learn new technologies and follow documented processes
- Ability to work independently and collaborate across regions and teams
Technical Support I employer: Riskonnect
At Riskonnect, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation. Our London-based team enjoys a dynamic SaaS environment with ample opportunities for professional growth, working closely with senior leaders to drive meaningful revenue contributions. With a commitment to diversity and merit-based advancement, we ensure that every employee can thrive and develop their skills in a supportive atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support I
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Riskonnect. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Riskonnect before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support I
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Riskonnect:Your cover letter is your chance to shine! Tell us why you want to work at Riskonnect specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Riskonnect!
How to prepare for a job interview at Riskonnect
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
