Senior IT Technician
Workflo Solutions® is a leading Scottish provider of outsourced IT, managed print, digitisation, and communication technology. We deliver high‑quality technical support and IT solutions to a diverse range of clients.
Base Pay Range
Base pay range is provided by Workflo Solutions®. Your actual pay will be based on your skills and experience – talk with your recruiter to learn more.
Role Summary
We are seeking an experienced Senior IT Technician to support our clients by providing advanced technical assistance, both on our helpdesk and at client premises, troubleshooting complex issues, and contributing to the development and implementation of robust IT solutions. The Senior IT Technician will serve as a key escalation point for technical issues, mentor junior technicians, and support project delivery and system maintenance for client environments.
Key Responsibilities
* Provide high‑level technical support for IT incidents and service requests, ensuring issues are resolved promptly to minimise downtime for clients.
* Act as a primary escalation point for complex technical issues that junior technicians cannot resolve.
* Perform advanced administration and maintenance on client systems, including servers, networks, hardware and software.
* Monitor and troubleshoot network performance, resolving connectivity issues, implementing firewall and security configurations, and managing VPN set‑ups.
* Collaborate on client projects such as system upgrades, cloud migrations and infrastructure deployments to ensure timely and quality completion.
* Maintain clear and professional communication with clients to provide updates on issue resolution, project status and ongoing maintenance work.
* Create and maintain accurate documentation for system configurations, network set‑ups and technical processes.
* Support the development of junior technicians by providing training, guidance and oversight on technical procedures and client interactions.
* Use monitoring tools to proactively identify and address potential system issues before they impact clients.
* Ensure compliance with industry best practices, including security standards, data protection policies and ITIL frameworks as applicable.
Key Requirements
* 5+ years of experience in an IT support role, with at least 2 years at a senior or advanced technician level, preferably in an outsourced or managed IT services environment.
* Experience in an MSP environment.
* Strong understanding and hands‑on experience with Microsoft Defender & Entra ID, conditional access policies and incident response.
* Backup administration: set‑up, deployment and maintenance of reliable backup solutions.
* Microsoft Windows Server and Active Directory administration.
* Networking concepts: TCP/IP, DNS, DHCP, VLANs, VPNs.
* Cloud services experience: Azure, AWS or similar.
* Virtualisation technologies such as VMware, Hyper‑V.
* End‑user device management across Windows, Mac and mobile OS.
* Security fundamentals: firewall configurations, antivirus management, multi‑factor authentication and basic incident response.
* Proven problem‑solving and root‑cause analysis skills.
* Excellent customer service and communication skills.
* Organisational skills: effective time management, prioritisation and handling multiple client needs.
* Experience assisting with or leading technical projects such as system migrations or infrastructure upgrades.
* Relevant certifications (preferred): CompTIA A+, Network+, Microsoft Certified: Windows Server, Microsoft Azure, Cisco CCNA.
Desired Personal Attributes
* Proactive and resourceful: eager to find and implement effective solutions, willing to go the extra mile to exceed client expectations.
* Attention to detail: careful and precise in troubleshooting and documenting technical issues.
* Team‑oriented: enjoys collaborating with colleagues and sharing knowledge to build a strong support team.
Why Join Us?
* Opportunity for growth and clear career path within the organisation, including additional training and advancement.
* Diverse work environment working with a variety of clients and technologies.
* Professional development support including certifications and training in the latest technologies.
* Employee discounts: Perbox, PureGym membership and private medical insurance after 6 months.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Information Technology
Industries
IT Services and IT Consulting
#J-18808-Ljbffr