At a Glance
- Tasks: Solve tricky tech problems and support a busy campus environment.
- Company: Join a mission-driven team in Edinburgh focused on education.
- Benefits: Competitive salary, hands-on experience, and opportunities for growth.
- Other info: Dynamic team culture with opportunities for collaboration and improvement initiatives.
- Why this job: Make a real impact by keeping teaching and learning running smoothly.
- Qualifications: Experience in 2nd line support and strong troubleshooting skills required.
The predicted salary is between 31500 - 38500 £ per year.
Location
Edinburgh (Onsite, 5 days per week)
Are you a hands‑on 2nd Line Engineer who loves solving tricky problems and owning tickets through to resolution?
This is a great opportunity to support a busy, mission‑driven campus and keep teaching and learning running smoothly—while contributing to improvements across devices, apps, networking and AV.
About the role
You’ll provide dedicated 2nd line support across a M365/Windows estate, taking ownership of incidents and service requests raised via the IT Service Desk.
You’ll diagnose and fix issues in person and via phone/email/remote tools, collaborate closely with colleagues and vendors, and contribute to planned maintenance and small projects throughout the year.
This is an onsite role based in Edinburgh, Monday to Friday, with occasional out‑of‑hours work for planned changes.
You’ll also be the type of person who is happy to jump in and resolve 1st line issues too, no one is bigger than the team here.
- What you’ll do
- Act as an escalation point for the Service Desk, owning tickets end‑to‑end and keeping users informed throughout.
- Support core platforms and services including
Windows 11, Microsoft 365/Entra ID, Intune, Active Directory, with some mac OS in play, Wi‑Fi , and AV (Promethean/projectors).
- Administer and use
Intune/Autopilot and Jamf for build, deployment and device compliance; maintain security, asset and knowledge base records.
- Collaborate on improvement initiatives (e. g., software asset management, rolling device refresh, self‑service portal ) and contribute documentation and handovers.
- Plan and execute maintenance with minimal classroom disruption; escalation risks promptly and communicate clearly with stakeholders.
- What we’re looking for
- Solid
2nd line support experience in a busy, customer‑focused environment, with strong troubleshooting and decision‑making under pressure.
- Practical experience across
- Windows devices; confidence with
AD administration and endpoint management ( Jamf, Intune, Autopilot ).
- Familiarity with
M365 (including security/governance).
- Clear communicator who can prioritise effectively, document fixes, and collaborate as part of a small, high‑performing team.
- #J-18808-Ljbffr
Service Desk Engineer employer: Evolve IT Recruitment Ltd
Evolve IT Recruitment Ltd is an excellent employer, offering a dynamic work culture that fosters innovation and collaboration within the telecoms sector. Employees benefit from flexible hybrid working arrangements, competitive remuneration, and opportunities for professional growth through hands-on experience in cutting-edge ServiceNow projects. Join us in London to be part of a team that values your expertise and supports your career development in a thriving industry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Evolve IT Recruitment Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Evolve IT Recruitment Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Evolve IT Recruitment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Evolve IT Recruitment Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Evolve IT Recruitment Ltd!
How to prepare for a job interview at Evolve IT Recruitment Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
