{"id":1736628,"url":"https://alion.io/job/riskonnect-technical-support-i","title":"Technical Support I","company":{"id":1861052,"name":"Riskonnect","domain":"riskonnect.com","url":"https://alion.io/company/riskonnect","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":25000,"max_usd":71000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":480},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Darktrace","optional":false},{"name":"Okta","optional":false},{"name":"Sophos","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":true}],"status":"live","first_seen_at":"2026-09-30T15:14:00Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-04T01:13:21Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The Opportunity\nThe Technical Operations team has an immediate opening for a full-time Tier 1 Desktop Support Engineer. This role is responsible for triaging incoming support tickets, resolving first-line desktop support issues and providing professional remote support to colleagues across Riskonnect.\n_____________________________________________________________________________\nPrimary Responsibilities\nProvide first-line technical support for laptop hardware, software, Microsoft 365, Okta and other technologies used across Riskonnect.\nTriage incoming tickets, assess priority and impact, gather the required information and work toward resolution within agreed service expectations.\nDiagnose and resolve common desktop, operating system, application, access and connectivity issues.\nProvide remote support through video conferencing and approved systems-management tools.\nInstall, configure and support approved software and peripheral devices.\nImage, reimage and prepare Windows laptops in line with Technical Operations standards.\nPerform PC break/fix troubleshooting and coordinate escalation, repair or replacement where required.\nEscalate unresolved, high-impact or complex incidents to the appropriate Tier 2, infrastructure, security or application support team.\nKeep tickets accurate and up to date, including troubleshooting completed, user communication, resolution details and next actions.\nCreate and maintain clear knowledge articles and technical documentation.\nFollow Riskonnect security, asset-management and support procedures at all times.\nTechnology and Application Exposure\nMicrosoft 365\nKaseya\nOkta\nWindows 11\nZoho\nSophos\nActive Directory and Group Policy\nDarktrace\nPC troubleshooting\nSoftware installation and configuration\nPC break/fix support\nLaptop imaging and reimaging\n_________________________________________________________________________________\nYour current skillset will include:\nStrong troubleshooting skills and a structured, methodical approach to problem-solving.\nAbility to communicate technical information clearly and professionally to users with different levels of technical knowledge.\nCustomer-focused approach with patience, ownership and a commitment to timely updates.\nHigh attention to detail, particularly when recording ticket notes and writing technical documentation.\nAbility to prioritise multiple tickets and work effectively in a fast-paced support environment.\nWillingness to learn new technologies, follow documented processes and escalate appropriately.\nAbility to work independently while collaborating effectively with colleagues across regions and teams.\n_________________________________________________________________________________\nDesirable:\n1 to 2 years of experience providing IT troubleshooting support across hardware and software.\nAt least 1 year of Microsoft 365 administration or end-user support experience.\nExperience supporting Windows Server 2016 or later is desirable.\nPractical experience supporting Windows 11 laptops in a business environment.\nExperience using an IT service-management or ticketing system is desirable.\nBachelors degree in IT related field is desirable","description_format":"text","description_chars":3157,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Health Care"],"lifecycle":[{"event":"open","at":"2026-10-03T01:15:31Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; Skilled Worker","cap_exempt":false,"checked_at":"2026-10-03T21:09:13+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":21,"reasons":["conf:4","win:early","comp:junior"],"computed_at":"2026-10-03T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/riskonnect-technical-support-i","json_url":"https://alion.io/job/riskonnect-technical-support-i.json","meta":{"generated_at":"2026-10-04T01:56:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2620,"day_limit":5000,"remaining_today":2380,"minute_limit":60,"resets_at":"2026-10-05T00:00:00Z"}}}