IT Support Engineer

Are you an experienced IT Support Engineer who enjoys solving the problems that don’t have an obvious answer? We’re looking for an IT Support Engineer to join a busy environment, providing hands-on technical support across a varied client base. This is a role for someone who can do more than follow a runbook. You’ll be trusted to investigate issues properly, identify root cause, take ownership and see problems through to resolution. What you’ll be doing Resolving escalated 2nd/3rd line technical issues Taking ownership of complex incidents through to resolution Supporting and maintaining multiple client environments Administering Microsoft 365, servers, networks and endpoints Supporting Exchange Online, Entra ID, SharePoint and OneDrive Managing Microsoft Intune and endpoint environments Supporting Windows Server, Active Directory and Group Policy Troubleshooting TCP/IP, DNS and DHCP Working with routers, switches, firewalls, VLANs and VPNs Supporting Hyper-V and/or VMware environments Maintaining physical and virtual servers Troubleshooting backup and recovery issues Supporting infrastructure migrations and improvement projects Assisting with patching, security remediation and maintenance Working with third-party suppliers and technology vendors Maintaining accurate technical documentation Sharing technical knowledge with less experienced engineers

You must have: At least 3 years’ hands-on experience within an MSP Strong 2nd/3rd line technical support experience Excellent troubleshooting and problem-solving ability Experience taking ownership of escalated technical issues Strong Microsoft 365 administration experience Experience with Intune, Active Directory and Group Policy Windows Server administration experience Good networking knowledge including TCP/IP, DNS and DHCP Experience with switches, routers, firewalls, VLANs and VPNs Hyper-V and/or VMware experience Backup and recovery experience A methodical approach to troubleshooting The ability to work independently without constant direction Strong client communication skills A full UK driving licence To be based in Edinburgh or the surrounding area Microsoft certifications are desirable, particularly across Microsoft 365 and Azure, but practical hands-on experience is more important. Desirable experience Experience with any of the following would be advantageous: Microsoft Azure infrastructure UniFi Linux AWS SAN/NAS PowerShell or scripting/automation