Senior Helpdesk Support Technician

Key Responsibilities

Technical Support & Incident Management

• Provide onsite and remote support for desktops, laptops, operating systems, business applications, printers, mobile devices, and meeting room technology.
• Act as an escalation point for complex technical incidents and service requests.
• Diagnose and resolve root causes of technical issues, coordinating with infrastructure, networking, security, and application teams when required.
• Manage support tickets from initial assessment through to resolution, ensuring SLA compliance and regular communication with end users.
• Install, configure, deploy, patch, and troubleshoot endpoint hardware and software using approved management tools and standard configurations.

Microsoft 365 & User Administration

• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and related technologies.
• Troubleshoot user access, connectivity, and synchronisation issues.
• Perform user and device administration within Active Directory and Microsoft Entra ID, including onboarding, offboarding, access management, and group administration.

Network & Security Support

• Troubleshoot endpoint-related LAN, Wi-Fi, VPN, DNS, and DHCP issues.
• Apply and support approved security controls, including endpoint protection, encryption, patch management, and multi-factor authentication.
• Escalate potential security incidents promptly and in accordance with company policies.

Asset & Device Management

• Maintain accurate IT asset records and inventory.
• Manage device lifecycle activities, including provisioning, upgrades, repairs, replacements, warranty management, and secure disposal.
• Support technology rollouts, office relocations, hardware refreshes, and migration projects.

Technical Leadership

• Mentor and support junior technicians, promoting best practices and consistent support standards.
• Create and maintain knowledge articles, troubleshooting guides, and technical documentation.
• Identify recurring issues and recommend improvements, automation opportunities, and preventative maintenance initiatives.
• Work with external vendors and service providers to ensure timely resolution of escalated incidents.

Requirements

Qualifications

• Diploma or Degree in Information Technology, Computer Science, or a related field.
• Equivalent practical experience will also be considered.

Experience

• Minimum of 5 years' experience in Desktop Support, End User Computing, or IT Support environments.
• Proven experience handling complex technical escalations in a corporate environment.
• Strong knowledge of Windows desktop environments, Microsoft 365, hardware diagnostics, and remote support tools.
• Experience with Active Directory, Microsoft Entra ID, Microsoft Intune, and IT Service Management (ITSM) ticketing systems.
• Sound understanding of networking fundamentals, endpoint security, access management, and IT service management best practices.

Advantageous Skills

• Microsoft, CompTIA, ITIL, or related industry certifications.
• Experience with PowerShell scripting and automation.
• Exposure to application deployment, device provisioning, macOS, and mobile device support.
• Previous experience mentoring team members or contributing to large-scale migration and upgrade projects.

Key Competencies

• Strong troubleshooting and diagnostic skills.
• Excellent communication skills with both technical and non-technical stakeholders.
• Customer-focused and service-oriented mindset.
• Ability to prioritise workload effectively in a fast-paced environment.
• High attention to detail and commitment to quality.
• Strong sense of ownership, accountability, and professionalism.
• Ability to handle sensitive and confidential information responsibly.

Success Measures

Success in this role will be measured through:

• Achievement of service level targets.
• Quality and timeliness of issue resolution.
• User satisfaction scores.
• Accurate asset and ticket management.
• Endpoint compliance and security standards.
• Reduction of recurring incidents.
• Effective mentoring and knowledge-sharing contributions.

Additional Requirements

• Willingness to travel between sites when required.
• Availability to participate in after-hours maintenance and on-call support rotations where applicable.
• Adherence to company policies, security standards, change management processes, and access control requirements.

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