Senior Helpdesk Support Technician

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 remote 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

Apply now!