Technical Specialist in Loanhead

We're working with a well-established and growing managed service provider to find an experienced Technical Specialist to join their service desk team. This is a role providing high-quality, timely technical support to clients — resolving technical issues, maintaining reliable client environments, and contributing to a consistent, professional customer experience.

The Role

• You'll work across first- and second-line support, escalating complex or higher-risk issues appropriately.
• You'll be expected to take ownership of tickets, communicate clearly, keep technical records accurate, and support the continuous improvement of service desk processes — working closely with service desk colleagues, senior technical staff, and the project and cyber security function.

What You'll Be Doing

• Client Support & Ticket Ownership
  • Provide first- and second-line technical support across the client base, assisting with more complex work when directed and escalating issues to the Service Desk Manager or senior technical staff when required.
  • Own assigned tickets from initial assessment through to resolution, ensuring actions, time entries, technical notes and client communications are accurate and kept up to date.
  • Prioritise work in line with client impact, urgency, service level commitments and service desk procedures.
  • Communicate clearly and professionally with clients, setting realistic expectations and providing regular progress updates until the issue is resolved.
• Technical Operations
  • Configure, support and monitor Microsoft 365, Azure, Intune and Autopilot environments in line with agreed client standards.
  • Support cloud and on-premises server environments, client devices, standard computer builds, networks, broadband services and VoIP systems.
  • Monitor backup activity, investigate failures and complete scheduled backup tests in accordance with service desk process.
  • Identify opportunities for preventative maintenance and complete agreed remedial work to improve reliability and security of client systems.
• Documentation & Improvement
  • Create and maintain clear technical documentation, client records, standard operating procedures and resolution notes in the approved systems.
  • Follow established technical standards and service desk procedures, highlighting gaps and contributing practical suggestions for improvement.
• Team & Business Contribution
  • Support colleagues by sharing knowledge, collaborating on difficult incidents and helping less experienced team members develop their technical capability.
  • Assist with client appraisals, internal initiatives, projects and cyber security activities when requested.
  • Recognise potential client needs or sales opportunities, record relevant evidence and pass opportunities to the appropriate senior colleague.
  • Contribute to a positive, accountable team culture focused on dependable delivery, continuous learning and excellent customer service.

What We're Looking For

• Practical experience providing technical support in a service desk, managed service provider or similarly client-focused IT environment.
• Working knowledge of Microsoft 365 administration and common endpoint, identity, networking, server and cloud support technologies.
• Experience diagnosing issues methodically, documenting technical work and managing several active tickets without losing ownership or attention to detail.
• Awareness of cyber security fundamentals, including secure configuration, access control, patching, backup protection and appropriate escalation of risk.

Skills & Behaviours

• A customer-focused approach, with the ability to explain technical matters clearly to people with different levels of technical knowledge.
• Strong problem-solving skills, sound judgement and the discipline to follow agreed processes while knowing when to escalate.
• Clear written and verbal communication, reliable organisation and accurate record-keeping.
• A collaborative attitude, willingness to share knowledge and commitment to ongoing professional development.
• Ability to remain calm, constructive and professional when handling pressure, changing priorities or client dissatisfaction.

What's on Offer

• Private health plan.
• 29 days holiday, increasing to 34 days including birthday and specified festive public holidays.
• Workplace pension after three months.
• Cyber security training with the opportunity to develop towards Cyber Essentials Practitioner capability.
• A generous training budget to support continued technical and professional development.