First Line Desktop IT Support Engineer

We are an employee-owned IT Managed Service Provider based in Stirling, supporting businesses with their everyday IT needs. Over the last 25 years, we have built long-standing client relationships through dependable support and a friendly, knowledgeable team.

We are looking for First Line Desktop IT Support Engineers who enjoy helping people, solving practical IT problems and developing their technical skills.

The role

You will be a first point of contact for clients calling our HelpDesk. You will open and update support tickets, understand the problem and resolve straightforward Windows desktop and Microsoft 365 issues. Most support is delivered remotely, with occasional client visits and equipment preparation as required.

Knowing when to ask for help is an important part of this role. You will pass more complex issues to our senior engineers with clear notes, helping clients understand what will happen next.

What you will do

• Answer incoming support calls with a friendly, professional telephone manner and respond to email requests.
• Open a HelpDesk ticket at the start of the call and record the client, device, symptoms and business impact in our 2eCRM system.
• Resolve routine requests such as authorised password resets, Outlook problems, printer issues, Teams audio and video settings, and Windows display settings.
• Help users with everyday Office applications, OneDrive and SharePoint access and straightforward file synchronisation issues.
• Follow approved troubleshooting procedures, verify identity where required and work within your training and authorised access.
• Recognise urgent incidents and escalate complex issues promptly, recording what you have checked and the results.
• Keep clients informed, confirm successful fixes and maintain accurate ticket notes through to closure or handover.
• Assist with desktop equipment preparation, approved software installations and occasional onsite support within your skills.
• Share useful fixes with colleagues and take part in training to develop your support skills.

What we are looking for

• Practical experience supporting Windows desktop computers and Microsoft 365, gained through employment, training or relevant hands-on experience.
• Familiarity with Outlook, Word, Excel and Teams, and a basic understanding of OneDrive and SharePoint.
• Basic knowledge of printers, desktop hardware, peripherals and Wi-Fi connectivity.
• Excellent telephone manner and clear written communication, with the ability to explain technical steps in plain English.
• A patient, organised approach to troubleshooting and accurate record keeping.
• The ability to assess your own limits, ask for help and give a clear handover.
• A willingness to learn, work with colleagues and take responsibility for progressing client requests.
• A full driving licence for client visits.

Useful additional experience

• Previous HelpDesk, customer service or Managed Service Provider experience.
• Experience using ticketing systems or remote support tools.
• Relevant IT qualifications or Microsoft training.

Advanced Windows Server administration and router, switch or firewall installation are not requirements for this first-line role.

Support and development

You will work alongside experienced engineers, with guidance on our client systems and support procedures. Where further training is needed, we will direct you to suitable resources and practical support to help you build your skills.

Location and working hours

Based in Stirling, with occasional visits to client sites.

Monday to Thursday: 8am to 5pm
Friday: 8am to 3:45pm

Pay: From £25,420.00 per year

Benefits:

• Free parking
• On-site parking

Work Location: In person