IT Helpdesk Technician

Provide Tier 2 on-site technical support for hardware, software, and connectivity issues while managing user identities via Active Directory and Microsoft 365. Handle endpoint management, server virtualization support, and the full lifecycle of workstation deployment and onboarding.

Tier 2 Support, Active Directory, Microsoft 365, NinjaOne, Freshservice, Hyper-V, VMware, DNS, DHCP, TCP/IP, VPN, EDR Security, Workstation Imaging, IT Onboarding, Troubleshooting, Customer Service, Key Responsibilities Tier 2 Support: Provide on-site troubleshooting for hardware, software, access, and connectivity issues. Service Desk: Log, track, and resolve incidents and service requests within Freshservice. Identity & Access: Administer user accounts, permissions, and groups via Active Directory and Microsoft 365. Endpoint & Security: Manage endpoints using RMM tools (NinjaOne preferred) and assist with EDR security. Network & Infrastructure: Troubleshoot basic networking (DNS, DHCP, TCP/IP, VPN) and support Windows/virtualised servers (Hyper-V, VMware). Lifecycle Operations: Handle workstation setup, imaging, deployment, patching, and IT onboarding/offboarding. Project Delivery: Collaborate on infrastructure transitions, office expansions, and user migrations. Requirements Experience: 2+ years of hands-on Tier 2 IT support experience. Technical Stack: Proficiency with Active Directory, Microsoft 365, RMM (NinjaOne), and Freshservice. Infrastructure: Solid understanding of basic networking and server virtualisation (Hyper-V/VMware). Core Skills: Strong troubleshooting, communication, and customer service skills with a process-driven mindset. Mobility: Valid UK driving licence and willingness to travel up to 50%. Qualifications GCSEs (or equivalent) in English and Maths Basic computer and networking knowledge Vortex Companies, LLC and all of its subsidiaries, considers applicants for all positions without regard to race, color, creed, religion, sex, age, national origin, marital status, status with regard to public assistance, or sexual orientation. All applicants will be considered solely on the basis of their qualifications. We are a fair chance employer.