Keystone Recruitment Partners are delighted to be working with our family-owned and growing Scottish client based in Dundee.
We are seeking a highly skilled and proactive 2nd/3rd line engineer with experience in project work to join them in the MSP space. This role sits at the heart of project delivery and technical escalation function, combining hands-on project implementation with ownership of complex, high-impact support issues.
This position is responsible for delivering technical projects end-to-end while also acting as a senior technical escalation point for the Service Desk. You will handle the most complex and critical escalated tickets across Microsoft 365, Azure, networking, and on-premise server environments, ensuring issues are resolved effectively and in line with company standards.
The role requires deep technical expertise, strong problem-solving ability, excellent organisation, and confident client communication. You will be comfortable managing change in live environments, working independently, and visiting client sites where required.
Key responsibilities
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Plan, deliver, and implement IT projects including infrastructure upgrades, cloud migrations, security improvements, and network deployments.
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Own and resolve escalated support tickets from the Service Desk across:
- Microsoft 366 / Office 365 - Azure - Networking (firewalls, switches, routing, wireless) - On-premise servers and core infrastructure
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Act as the final technical escalation point, providing leadership and resolution for complex or business-critical issues
Qualifications & experience
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Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
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Minimum 5 years’ hands-on experience in IT support, ideally within a Managed Service Provider (MSP) environment.
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Proven experience in project delivery and senior technical escalation, or clear progression toward this level within an MSP.
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Strong technical expertise across Microsoft 365, Azure, and Windows Server (on-premise and cloud) environments.
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Solid networking knowledge including TCP/IP, DNS, DHCP, VLANs, routing, and firewalls.
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Demonstrable experience delivering infrastructure and cloud projects from design through to completion.
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Advanced troubleshooting skills with a calm, structured, and methodical approach.
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Strong problem-solving ability with the aptitude to analyse complex technical issues and implement effective solutions.
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Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical stakeholders.
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Highly organised, able to manage multiple priorities effectively in a fast-paced environment.
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Keen interest in emerging technologies and using technology to streamline and improve processes.
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VOIP system experience desirable.
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Relevant technical certifications desirable (e.g. Microsoft, Azure, CompTIA A+/Network+/Security+, or equivalent).
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Full UK driving licence is essential (regular client site visits required).
In return our client is offering an excellent package with salary of up to £40,000 plus a range of other benefits including training, certification.
Please note this role is fully office/on-client site