Help Desk Support Technician

Flextecs; Remote; GBP 30,000 - GBP 40,000; Full time

Job summary

A technology solutions provider is seeking a Help Desk Support Technician to provide technical support for users in the UK. This role involves troubleshooting Windows laptops, working with VPN connectivity, and maintaining documentation standards. The ideal candidate will have at least 2 years of experience and solid knowledge of Active Directory and ticketing systems. Emphasis on customer service and clear communication is key in this dynamic environment.

Qualifications

• 2+ years of experience in help desk or IT support.
• Solid understanding of Windows 11 and Server RDP.
• Experience with Active Directory and basic GPO troubleshooting.

Responsibilities

• Provide first and second line technical support for users.
• Troubleshoot issues related to Windows OS and VPN connectivity.
• Develop clear, user-friendly self-help guides and documentation.

Skills

Customer service

Technical troubleshooting

Documentation skills

Communication skills

Tools

ServiceDesk Plus

Active Directory

Datto

Job description

Help Desk Support Technician (UK Region)

Location: United Kingdom (Remote/Hybrid)

Overview

We are seeking a reliable, customer focused Help Desk Support Technician to provide day to day technical support for users located in the UK region, with additional contributions to support teams in Nepal and the United States. This role supports a Windows-based environment with users connecting to centralized Windows RDP servers over VPN, leveraging SSO, Duo MFA, Datto backup and disaster recovery tools, and Active Directory. The ideal candidate is proactive, organized, and comfortable working in a fast-paced environment with a strong emphasis on service quality, documentation, and continuous improvement.

This position also participates in an 24x7x365 support rotation and contributes to the rollout of new hardware, software, and internal IT initiatives.

Key Responsibilities

End User Support

• Provide first and second line technical support for users running primarily Windows laptops.
• Troubleshoot issues related to Windows OS, VPN connectivity, RDP sessions, printers, networking, and general workstation performance.
• Support authentication and access workflows including SSO, Duo MFA, and Active Directory account management.
• Resolve incidents and service requests through ServiceDesk Plus, ensuring timely updates and accurate ticket documentation.
• Assist users with Datto backup/restore workflows and endpoint protection tools.

Infrastructure & Application Support

• Support users connecting to central Windows RDP servers, including session troubleshooting, profile issues, and performance concerns.
• Assist with software installations, updates, and configuration across the user base.
• Participate in testing and deploying new hardware, software releases, and system upgrades.

Documentation & Self-Help Resources

• Develop clear, user-friendly self-help guides, FAQs, and video or screenshot based tutorials.
• Maintain internal knowledge base articles for recurring issues, onboarding, and best practices.
• Contribute to continuous improvement of IT processes and documentation standards.

Operational Responsibilities

• Participate in a 24x7x365 support rotation, providing after‑hour assistance for critical issues.
• Support onboarding and offboarding processes, including laptop provisioning, account setup, and access configuration.
• Maintain asset records, licensing information, and hardware lifecycle tracking.

Required Skills & Experience

• 2+ years of experience in a help desk, desktop support, or IT support role.
• Solid understanding of Windows 11, Windows Server RDP environments, and VPN connectivity, with macOS a plus.
• Experience with Active Directory, user/group management, and basic GPO troubleshooting.
• Familiarity with SSO, Duo MFA, and identity‑based authentication workflows.
• Experience with Datto (backup, DR, or RMM) preferred.
• Hands‑on experience with ticketing systems—ServiceDesk Plus strongly preferred.
• Ability to create clear, concise documentation and user‑friendly self‑help materials.
• Excellent communication, customer service, and problem‑solving skills.