Tier 1/2 Desktop Support Technician

About the role

Our client is looking for a customer‑focused Tier 1/2 Desktop Support Technician to join a busy technical support team. You will deliver both remote and onsite first‑ and second‑line assistance across a range of Windows workstations, Microsoft 365 services and peripheral devices, while taking ownership of incidents and service requests.

Key responsibilities

• Provide remote and onsite Tier 1 and Tier 2 technical support to clients and end‑users.
• Log, categorise, prioritise and resolve incidents and service requests in line with SLA and escalation procedures.
• Diagnose and resolve Windows 10/11 workstation issues, including OS, application, profile, performance, update and login problems.
• Support Microsoft 365 applications such as Outlook, Teams, OneDrive and SharePoint.
• Perform routine user administration in Entra ID and Active Directory (account creation, password resets, group membership, licence assignment, MFA support).
• Execute onboarding and off‑boarding tasks, including workstation setup, application installation and asset allocation.
• Install, configure, maintain and troubleshoot desktops, laptops, monitors, docking stations, printers, scanners and UPS units.
• Deploy workstations using approved builds, security tools and naming conventions.
• Use remote monitoring and management tools to deploy software, apply updates and provide remote assistance.
• Monitor endpoint health (patching, protection, disk space, hardware alerts) and address basic LAN, Wi‑Fi, internet, DNS, DHCP, VPN and remote‑access connectivity issues.

Required profile

• Dependable, organised and able to follow documented procedures.
• Strong communication skills with the ability to explain technical concepts to non‑technical users.
• Motivated to develop broader systems, cloud, networking and cybersecurity expertise within an MSP environment.

Required skills

• Windows 10
• Windows 11
• Microsoft 365
• Outlook
• Teams
• OneDrive
• SharePoint
• Entra ID
• Active Directory
• Remote monitoring and management tools
• Endpoint protection
• LAN
• Wi‑Fi
• Internet connectivity
• DNS
• DHCP
• VPN
• Remote‑access connectivity
• Printers
• Scanners
• UPS units
• Desktop computers
• Laptops
• Monitors
• Docking stations