Requirements
Must have:
- 3-5 years experience in an IT support environment (Level 1 / 2) - Strong service desk triage and SLA-based prioritisation skills - Experience managing complex escalations - Proven incident ownership through to resolution - Solid Microsoft 365 administration experience - Active Directory management experience - Windows endpoint troubleshooting expertise - Good understanding of networking fundamentals - Experience producing technical documentation - Desirable: - Experience supporting ERP or other business-critical systems - Basic PowerShell Scripting - Experience contributing to system implementations - Vendor management or coordination experience
Responsibilities:
- Acting as a secondary escalation point for complex technical issues - Owning incidents end-to-end, ensuring timely resolution within agreed SLAs - Supporting and guiding Level 1 / 2 colleagues formally - Maintaining service stability across core infrastructure and business systems - Administering Microsoft 365 (Exchange, Teams, Sharepoint basics) - Managing Active Directory (users, permissions, groups) - Troubleshooting Windows endpoints and core networking issues (DNS, DHCP, TCP/IP) - Producing and maintaining clear and accurate technical documentation - Supporting reporting maturity through operational data analysis - Contributing to service improvements, system implementations, and process refinement - Coordinating with third-party vendors where required - Working confidently with operational and service data - Using tools such as SSMS, SSRS, or Power BI - Querying and interpreting SQL-based data to support reporting and insight
Company:
Founded in 1992, we at Prestige Leisure are a successful wholesaler located in Livingston, renowned for our reliability, service excellence, and strong relationships within the promotional clothing industry. We specialize in supplying top-quality blank garments to printers and embroiderers across the UK and Ireland. Our friendly, skilled, and loyal team is at the heart of our operations, and we offer a supportive work environment with benefits including a company pension, employee discounts, free parking, a health & wellbeing programme, and hybrid remote work opportunities.