IT Support Engineer

The Opportunity:

My client are looking for an enthusiastic IT Support Engineer to join and support their IT team.

You will provide support on a variety of hardware and software issues across the business, diagnosing and troubleshooting to resolve fault and configuring new systems.

This role would fit someone who has completed a Level 3 Apprenticeship in IT or a driven individual with prior first line support experience or relevant qualifications.

Skills and Experience:

• Basic knowledge of Windows operating systems and familiarity with MS Office and Office 365
• Understanding of basic networking (IP addressing, DNS, DHCP)
• Experience using ticketing systems (e.g., ServiceNow, Zendesk, Jira)
• Basic troubleshooting of hardware (PCs, printers, monitors, etc.)
• Familiarity with Active Directory (e.g., password resets, account unlocks)
• Remote support tools knowledge (e.g., TeamViewer, AnyDesk, RDP)

Role and Responsibilities:

• Answering and logging incoming IT support requests via phone, email, or chat
• Diagnosing and resolving common technical issues (password resets, software errors, connectivity issues)
• Escalating unresolved issues to second or third-line support
• Providing remote support to users and walking them through troubleshooting steps
• Setting up new user accounts, email profiles, and permissions
• Installing and configuring basic software and hardware
• Ensuring service level agreements (SLAs) are met

Please contact James here at ISR to learn more about our client based in Glasgow leading the way in developing the next-generation of transport mobility through innovation and transformational technology?