Senior Technical Support Engineer / Technical Support Engineer

Be-IT are working with a Scottish Market Leader to recruit a Senior Technical Support Technician and a Technical Support Technician on a full-time permanent basis.

This role is based in Cupar – due to the nature of the role in office requirement is essential and you must also have access to your own car / license due to location.

Role Responsibilities: (Senior)

• Provide advanced technical support, troubleshooting hardware, software and network issues
• Escalate complex issues to third-party support services where necessary and manage these interactions
• Maintain accurate records of issues and resolutions using the service desk ticketing system, as well as the drafting and upkeep of work instructions
• Ensure timely follow-ups, keeping the business informed of progress on issues and requests
• Proactively contribute to the continuous improvement of IT services and processes
• Lead IT projects, including hardware and software rollouts

Role Responsibilities (non-senior):

• Provide first-line technical support to users via phone, email and ticketing system
• Diagnose and resolve technical issues related to hardware, software and networks
• Escalate complex issues to second line and third-party support teams where necessary
• Maintain accurate records of issues and resolutions using the service desk ticketing system and maintaining work instructions
• Configure and deploy laptops, PCs and mobile devices for end users
• Ensure timely follow-ups and keep users informed of progress on their IT requests
• Support IT projects, including software rollouts and system upgrades
• Contribute to the continuous improvement of IT services and processes

The ideal candidate will have:

• Extensive experience in an IT Service Desk or technical support role
• Excellent troubleshooting and problem-solving skills
• MS Windows 10/11 desktop configuration and support
• Active Directory configuration and management
• MS365 Administration
• MS Windows Server configuration and management including Hyper-V environments
• Sound understanding of networking concepts (e.g. DNS, DHCP, VPN)
• Cisco IOS network device management, configuration and fault diagnosis (Switches/APs/Firewall)
• Group Policy Management

The details:

• 40 hour work week – 8am – 5.30 pm
• on site due to nature of the role
• be based in or around Cupar: Inverkeithing, Glenrothes, Fife, St Andrews, Dundee or Dunfermline
• Have access to own car / license due to location
• £35k + £2,400 on call allowance for senior / £30k + £2,400 on call allowance for non-senior
• Loads of training and development opportunities
• The right to work in the UK – no sponsorship can be provided

For more information about this role, please apply.