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 A

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