IT Support Technician

We are seeking a customer-focused and technical IT Support Technician to join our growing IT operations team in Edinburgh. In this key end-user support role, you will provide 1st and 2nd line technical assistance to on-site and remote employees across our corporate, financial, and public sector operations.

You will act as the primary point of contact for technical queries, diagnosing and resolving software, hardware, peripheral, and network connectivity issues while ensuring high first-contact resolution rates and strict adherence to service level agreements (SLAs)., * Incident & Request Resolution: Log, triage, investigate, and resolve 1st/2nd line technical support tickets across Microsoft 365, Windows 10/11, macOS, active directory, and core SaaS applications.

• Hardware Provisioning & Setup: Deploy, configure, and maintain employee hardware, including laptops, desktops, mobile devices, monitors, docking stations, and IP telephony systems.
• User & Access Management: Administer user accounts, security groups, licenses, and access rights within Microsoft Entra ID (Azure AD), Exchange Online, and Active Directory.
• Network & Peripheral Troubleshooting: Diagnose local network connectivity, VPN client issues, Wi-Fi access points, print servers, and audiovisual equipment in meeting rooms.
• Asset & Documentation Management: Maintain accurate hardware/software inventory records and draft clear knowledge base articles and end-user self-help guides.
• Escalation Management: Escalate complex infrastructure or network incidents to 3rd-line engineering teams and external vendor support while maintaining ownership and customer updates.

• Experience: Minimum 2 years of experience working in an IT Helpdesk, Service Desk, or 1st/2nd line IT Support Technician role.
• Technical Skills:
• Hands-on administration of Microsoft 365 (Exchange, Teams, SharePoint, OneDrive) and Entra ID (Azure AD).
• Strong diagnostic experience with Windows 10/11 desktop environments, Microsoft Office suite, and device management tools (e.g., Microsoft Intune/Autopilot).
• Sound understanding of core networking fundamentals (TCP/IP, DHCP, DNS, VPNs, Wi-Fi protocols).
• Certifications (Desirable): CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL v4 Foundation.
• Soft Skills: Excellent verbal and written communication skills with a methodical, customer-centric approach to technical problem solving.
• Location: Must be able to reliably commute to our Edinburgh Park office (EH12 postcode area) for scheduled in-office rotation days and hardware support.

• Competitive base salary (£26,000 - £32,000 per year depending on experience)
• Annual discretionary performance bonus
• Flexible hybrid working model following initial onboarding
• 25 days annual leave + public holidays
• Company pension contribution scheme
• Dedicated annual budget for formal technical certifications (Microsoft, CompTIA, Cisco)
• Private healthcare options and employee assistance program
• On-site parking, cycle-to-work scheme, and discounted tram/bus travel pass

Work Location & Setup

This position operates on a hybrid basis out of our technology hub in Edinburgh (EH12 postcode area), conveniently situated near Edinburgh Park with direct access via Edinburgh Trams, local bus routes, and Gyle Centre / Edinburgh Park rail stations.

Pay: £26,000.00-£30,000.00 per year

Benefits:

• Company pension
• Free parking
• Life insurance
• On-site parking