Information Technology Support Engineer

This range is provided by Net Talent. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

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Net Talent are delighted to be partnering with an ambitious
Managed Security Service Provider
established in Scotland with a growing global footprint. They are driven to help protect organisations against the rising threat of cyber-attacks in an ever-evolving digital world.

The have become a known Microsoft Security Partner with NCSC status as well as several prestigious awards to their name. More importantly, they are a people focused organisation who recognise their success is all down to the employees who make it happen. This is their biggest achievement!

The Service Desk Engineer serves as the primary point of contact for all IT support requests within the business, ensuring seamless technology operations that enable our consultants and internal teams to deliver exceptional client services. This role is critical in maintaining business continuity by providing first-line technical support, incident management, and problem resolution while upholding the highest standards of information security that our clients expect.

Technical Support & Incident Management

• Provide technical support via phone, email, and ticketing systems for hardware, software, and network issues
• Triage and prioritise incoming support requests based on business impact and urgency
• Diagnose and resolve technical problems or escalate complex issues to appropriate specialist teams
• Maintain detailed incident records and ensure timely communication with end users

System Administration & Maintenance

• Perform routine maintenance tasks on servers, workstations, and network infrastructure
• Manage user accounts, permissions, and access rights across various systems and applications
• Deploy and configure new hardware and software according to company standards
• Monitor system performance and proactively identify potential issues before they impact operations

Security & Compliance

• Ensure all support activities comply with cyber security best practices and industry standards
• Assist with security incident response when required, following established protocols
• Maintain strict confidentiality of sensitive client and company information
• Support compliance audits and security assessments as needed

Documentation & Process Improvement

• Create and maintain technical documentation, knowledge base articles, and user guides
• Contribute to the development and refinement of IT policies and procedures
• Participate in continuous improvement initiatives to enhance service delivery
• Provide feedback on recurring issues to help prevent future incidents

What we are looking for

Technical Skills

• Strong knowledge of Windows and Mac operating systems, including troubleshooting and administration
• Proficiency with Microsoft Office 365, Active Directory, and cloud-based services
• Understanding of network fundamentals including TCP/IP, DNS, DHCP, and VPN technologies
• Experience with ticketing systems
• Familiarity with cyber security tools and concepts including firewalls, antivirus, and endpoint protection
• Basic scripting knowledge (Power Shell, Python, or Bash) for automation tasks
• Understanding of ITIL framework and IT service management best practices
• Knowledge of cybersecurity principles and common threats
• Awareness of data protection regulations (GDPR, ISO 27001) and compliance requirements
• Familiarity with business continuity and disaster recovery concepts

What’s on Offer?

• 35 days holiday
• Employee assistance programme

• Seniority level Associate

• Employment type
  
  Full-time

• Job function
  
  Information Technology
• Industries
  
  IT Services and IT Consulting

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