2nd/3rd Line Service Desk IT Support Technician

Location: 37 Shore, Waterview House, EH6 6QU Salary: (Depending on experience) Job Type: Full-time/35 Hours Benefits: Private healthcare, enhanced pension contributions, funded certifications, hybrid working options

Are you a technically skilled and customer-focused IT professional ready to step into a pivotal role supporting complex IT systems? We’re looking for a 2nd/3rd Line Service Desk IT Support Technician to join our growing IT team and provide expert-level support to our clients.

In this role, you’ll resolve escalated IT issues, deliver proactive support, and contribute to infrastructure projects. You’ll be working on a range of systems including networks, servers, Microsoft 365, and cloud platforms. This is an excellent opportunity to grow in a fast-paced and supportive environment with ongoing learning and development.

What You’ll Be Doing:

? Responding to 2nd and 3rd line technical support queries via phone, email, and ticketing system? Troubleshooting and resolving hardware, software, and network issues? Managing and maintaining cloud-based services (e.g., Microsoft 365, Azure)? Supporting server infrastructure and virtual environments (e.g., Hyper-V/VMware/Cove)? Assisting with IT projects, migrations, and system upgrades? Creating documentation and contributing to the knowledge base? Mentoring junior support staff and acting as a technical escalation point? Ensuring timely resolution and excellent communication with end-users

What We’re Looking For:

? Proven experience in a 2nd Line IT support role ? Strong understanding of Microsoft ecosystem and networking? Experience with cloud platforms

? Familiarity with server management, virtualisation, and backup solutions? Excellent troubleshooting and customer service skills? Relevant IT certifications (e.g., CompTIA, Microsoft, ITIL framwork) are desirable

What We Offer:

?? Private healthcare for your wellbeing?? Enhanced pension contributions for long-term security?? Career development and paid certifications?? Hybrid working options and modern equipment?? A dynamic team environment with regular socials

If you’re a passionate technician who thrives on problem-solving and continuous learning, we want to hear from you!