Senior Helpdesk Support Technician

SUMMARY:
Are you an experienced Desktop Support Technician who enjoys solving complex technical issues and providing exceptional support to end users? This is an exciting opportunity to take ownership of escalated incidents, mentor junior technicians, and play a key role in maintaining a secure, reliable, and efficient IT environment.

POSITION INFO:
Join a technology-driven organisation where you will be responsible for delivering advanced desktop and end-user support across the business. This role is ideal for a technically strong professional who thrives in a fast-paced support environment and enjoys balancing hands-on troubleshooting with leadership and continuous improvement initiatives. You will act as a senior escalation point, ensuring users receive a high level of service while supporting endpoint management, Microsoft 365 environments, IT security controls, and business-critical technology. This opportunity offers excellent exposure to modern workplace technologies, system administration, device management, and support operations. Key Responsibilities: Provide onsite and support for desktops, laptops, operating systems, mobile devices, printers, and collaboration technologies Act as an escalation point for complex technical incidents and service requests Install, configure, deploy, patch, and troubleshoot hardware and software using approved management tools Support Microsoft 365 services including Outlook, Teams, OneDrive, and related collaboration tools Administer user and device accounts within Active Directory and Microsoft Entra ID Troubleshoot endpoint-related network issues including LAN, Wi-Fi, VPN, DNS, and DHCP connectivity Support endpoint security initiatives, including encryption, endpoint protection, patching, and MFA Maintain accurate asset records and manage device lifecycle activities Create knowledge base articles, support documentation, and troubleshooting guides Assist with technology rollouts, migrations, upgrades, and office moves Mentor junior technicians and contribute to support process improvement initiatives Job Experience and Skills Required: Education: Diploma or Degree in Information Technology, Computer Science, or a related field, or equivalent practical experience Experience: Minimum 5 years' experience in desktop support, service desk, or IT support environments Proven experience handling complex technical escalations in a business environment Experience supporting enterprise users and business-critical systems Technical Skills: Microsoft Windows Desktop Environments Microsoft 365 (Outlook, Teams, OneDrive) Active Directory Microsoft Entra ID Endpoint Management Tools (Microsoft Intune advantageous) Hardware Diagnostics and Troubleshooting Remote Support Platforms Networking Fundamentals (LAN, Wi-Fi, VPN, DNS, DHCP) IT Service Management and Ticketing Systems Endpoint Security and Access Controls Advantageous: Microsoft Certifications CompTIA Certifications IT Service Management Certifications PowerShell Scripting Application Deployment and Device Provisioning macOS and Mobile Device Support Experience mentoring support technicians Additional Requirements: Strong analytical and troubleshooting skills Excellent communication and customer service abilities Strong attention to detail and documentation discipline Ability to prioritise effectively in a fast-paced environment Strong sense of ownership and accountability Ability to handle confidential information with discretion