IT Service Desk Engineer
Location: Edinburgh (Onsite, 5 days per week)
Are you a hands‑on 2nd Line Engineer who loves solving tricky problems and owning tickets through to resolution? This is a great opportunity to support a busy, mission‑driven campus and keep teaching and learning running smoothly—while contributing to improvements across devices, apps, networking and AV.
About the role
You’ll provide dedicated 2nd line support across a largely Windows estate, taking ownership of incidents and service requests raised via the IT Service Desk. You’ll diagnose and fix issues in person and via phone/email/remote tools, collaborate closely with colleagues and vendors, and contribute to planned maintenance and small projects throughout the year. This is an onsite role based at our clients Edinburgh campus, Monday to Friday, with occasional out‑of‑hours work for planned changes. You’ll also be the type of person who is happy to jump in and resolve 1st line issues too, no one is bigger than the team here.
What you’ll do
- Act as an escalation point for the Service Desk, owning tickets end‑to‑end and keeping users informed throughout.
- Support core platforms and services including Windows 11, Microsoft 365/Entra ID, Google Workspace, Active Directory, with some macOS in play, Wi‑Fi, and classroom AV (Promethean/projectors). Although the school is migrating to being an exclusive M365 environment for students.
- Administer and use Intune/Autopilot and Jamf for build, deployment and device compliance; maintain security, asset and knowledge base records.
- Collaborate on improvement initiatives (e.g., software asset management, rolling device refresh, self‑service portal) and contribute documentation and handovers.
- Plan and execute maintenance with minimal classroom disruption; escalate risks promptly and communicate clearly with stakeholders.
What we’re looking for
- Solid 2nd line support experience in a busy, customer‑focused environment, with strong troubleshooting and decision‑making under pressure.
- Practical experience across Windows and ChromeOS devices; confidence with AD administration and endpoint management (Jamf, Intune, Autopilot).
- Familiarity with M365 (including security/governance) and Google Workspace in a mixed environment.
- Clear communicator who can prioritise effectively, document fixes, and collaborate as part of a small, high‑performing team.
Nice to have
- ITIL Foundation; Microsoft and/or Apple certifications.
- Experience with Microsoft Server, database/MIS (e.g., iSAMS, SQL), and/or education sector environments.
Apply now, our client is keen to move swiftly and get interviews scheduled asap.