JR. IT HELPDESK

Outsource Accelerator is hiring a Junior IT Helpdesk engineer to provide first-line technical support to users in a fully remote role. The person in this position supports UK clients, so the working hours follow the UK clock: 8:30am to 5:30pm UK time, Monday through Friday, with an hour for lunch. The client's environment and uptime matter a great deal here, so the work needs someone who can keep things running and respond when they do not.

This suits someone early in an IT support career who is comfortable working alone at times but also works well as part of a team. The technologies in use are varied, so the role calls for someone who absorbs information quickly and picks up new tools without much hand-holding.

What you will do

• Provide first-line technical support to users by phone, email and remote support tools.
• Diagnose and resolve Windows desktop, Microsoft Office and application issues.
• Support Microsoft 365 users with Outlook, Teams, OneDrive and password problems.
• Create, modify and disable user accounts in Active Directory while following security best practices.
• Assist with Microsoft Exchange and Microsoft 365 administration, including mailbox configuration and permissions.
• Install, configure and maintain Windows desktops, laptops and peripheral devices.
• Investigate antivirus alerts and malware-related issues using endpoint protection software.
• Handle basic network troubleshooting: Wi-Fi connectivity, DNS, IP configuration and printer networking.
• Support Apple devices, including macOS, iPhone and iPad connectivity and email setup.
• Escalate complex issues to second-line engineers, documenting the troubleshooting steps and resolutions.
• Keep accurate support records and communicate progress clearly to end users.
• Prioritise your own workload while working with senior engineers to meet service targets.

What they are looking for

The successful candidate will have knowledge and skills in some of the following areas:

• Microsoft Windows 10 and 11 administration and troubleshooting
• Microsoft 365 support and administration (Office, Outlook, Teams, OneDrive)
• Active Directory user management: password resets, account creation, permissions, group membership
• Basic Microsoft Exchange and Microsoft 365 administration
• Windows Server fundamentals
• Azure Active Directory / Microsoft Entra ID basics
• Desktop application support, including Microsoft Office and Adobe Acrobat
• Malware, antivirus and endpoint security troubleshooting
• Remote support using remote access software
• Basic TCP/IP networking, LAN/WAN, Wi-Fi troubleshooting and printer support
• Apple macOS and iPhone/iPad user support
• Hardware diagnostics, upgrades and peripheral installation
• Customer service and ticket management
• Documentation and knowledge base creation

The professional profile they describe is a motivated, customer-focused IT professional with experience providing first-line support across Windows environments and Microsoft 365. That means being confident troubleshooting desktop, networking and user account issues while delivering good customer service. They want a quick learner with a strong interest in Microsoft technologies, cybersecurity and cloud services, who can work independently in a fully remote setup and still collaborate well with technical teams.

Tools and environment

There is currently no PSA or RMM solution in place. The team uses a custom AI helpdesk and GoTo Technologies for remote access.

Working conditions

• Fully remote, supporting UK clients
• Monday to Friday
• UK hours