About the Role

You will be the first point of contact for a range of technical support requests, providing friendly and efficient L1 support across Microsoft 365, Windows environments, end-user devices and common workplace technologies.

You’ll be responsible for resolving issues where possible, following established processes and escalating more complex issues to the wider technical team with clear documentation and troubleshooting steps.

Key Responsibilities

• Answer phone, email and portal requests, logging, categorising and prioritising tickets within the PSA
• Troubleshoot and resolve L1 issues within agreed SLAs
• Maintain clear and accurate ticket notes
• Escalate more complex issues to L2 with troubleshooting steps and findings clearly documented
• Assist with user onboarding and offboarding
• Troubleshoot Outlook, Teams, OneDrive and SharePoint issues
• Assist with password resets and MFA support following identity verification procedures
• Troubleshoot Windows 11 devices and Microsoft 365 applications
• Support printers, mapped drives, VPN connectivity and other common desktop issues
• Identify and escalate phishing attempts, suspicious sign-ins and unusual user