IT Helpdesk

As an IT Helpdesk Technician (L1/L2), you will be the first point of contact for IT support requests, providing technical assistance to end users across the business. You will troubleshoot hardware, software, and network issues, manage Microsoft 365 and Active Directory environments, and ensure tickets are resolved efficiently while maintaining excellent customer service.

Responsibilities

• Provide Level 1 and Level 2 IT support via phone, Microsoft Teams, and ticketing system
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, and OneDrive issues
• Create, modify, and disable user accounts in Active Directory and Microsoft Entra ID (Azure AD)
• Manage Microsoft 365 user licences, shared mailboxes, distribution lists, and Teams access
• Install, configure, and troubleshoot desktops, laptops, printers, and peripherals
• Monitor and manage endpoints using NinjaRMM or a similar Remote Monitoring and Management (RMM) platform
• Troubleshoot VPN, Wi-Fi, internet connectivity, and basic networking issues
• Support employee onboarding and offboarding, including account setup and access permissions
• Respond to phishing, malware, and other cybersecurity incidents following security procedures
• Maintain accurate ticket documentation and contribute to the internal knowledge base
• Escalate complex technical issues to the IT Manager when required
• Ensure support requests are resolved within agreed service levels (SLAs)
  
  

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Minimum of 2 years' experience in an IT Helpdesk, Service Desk, or Desktop Support role
• Experience supporting Microsoft 365, Active Directory, and Microsoft Entra ID (Azure AD)
• Strong knowledge of Windows 10 and Windows 11 troubleshooting
• Experience using ticketing systems and remote support tools
• Working knowledge of NinjaRMM or a similar RMM platform
• Basic knowledge of Windows Server user administration
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN
• Good understanding of cybersecurity best practices, including phishing and malware response
• Excellent written and verbal English communication skills
• Strong problem-solving skills and ability to prioritise multiple support requests
• Microsoft certifications (MS-900, AZ-900, SC-900) or CompTIA A+ are an advantage
• Experience supporting UK-based clients is preferred
• Must be willing to work UK business hours (3:30 PM - 11:30 PM Manila)
• Must have a stable internet connection for a work-from-home arrangement. The designated work area must be in a private room, separate from shared spaces used by other household members.