Job Summary
Provide first and second-line technical support to end users, ensuring the timely resolution of IT incidents and service requests. Support desktop hardware, software, user accounts, networks, and business applications while delivering excellent customer service and maintaining agreed service levels.

Key Responsibilities
1st Line Support
Act as the first point of contact for IT support requests via phone, email, and ticketing system.
Log, prioritise, and manage incidents and service requests.
Resolve common hardware, software, and account-related issues.
Reset passwords and unlock user accounts.
Install standard software and configure user devices.
Escalate unresolved issues to senior engineers when appropriate.
Keep users informed of ticket progress.
Maintain accurate documentation within the service desk system.
Monitor patch management tools

2nd Line Support

Troubleshoot more complex desktop, laptop, printer, and peripheral issues.
Diagnose Windows operating system and Microsoft 365 problems.
Configure and support user accounts in Active Directory and Microsoft Entra ID (Azure AD)

* Support networking issues including:

* TCP/IP

* DNS

* DHCP

* VPN

* Wi-Fi

* Install, configure, and maintain desktop and laptop hardware.

* Support mobile devices and remote users.

* Assist with server administration and system maintenance.

* Participate in IT projects, upgrades, and migrations.

* Create and maintain technical documentation and knowledge base articles.

Essential Skills
Windows 10/11 administration

* Microsoft 365 administration

* Active Directory

* Microsoft Entra ID (Azure AD)

* Exchange Online

* Intune (desirable)

* Jamf (desirable)

* Basic networking (TCP/IP, DNS, DHCP)

* VPN configuration and troubleshooting

* Hardware diagnostics and repair

* Remote support tools

* ITSM/ticketing systems

* Excellent troubleshooting skills

* Strong communication and customer service

Experience
2–3 years' experience in an IT Service Desk or Desktop Support environment.
Experience supporting Windows desktop environments.
Experience with Microsoft 365 administration.
Familiarity with ITIL service management practices.
Experience working to SLAs and KPIs.

Desirable Qualifications
CompTIA A+
CompTIA Network+
Microsoft Certified: Endpoint Administrator Associate
Microsoft 365 Certified

Personal Attributes
Strong analytical and problem-solving skills.
Excellent communication skills.
Customer-focused approach.
Ability to prioritise workload.
Ability to work independently and as part of a team.
Willingness to learn new technologies.
Positive, proactive attitude.

Typical Technologies Supported
Windows 10/11
Microsoft 365
Microsoft Teams
Exchange Online
Active Directory
Microsoft Entra ID
Intune
SharePoint Online
OneDrive
VMware or Hyper-V
Cisco, HP, or Ubiquiti networking equipment
Remote support software
Ticketing/service desk platforms
Azure

Typical KPIs

* First Contact Resolution (FCR)

* SLA compliance

* Average response and resolution time

* Customer satisfaction (CSAT)

* Ticket backlog management

* Documentation quality

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