Join Our Team as a IT Service Desk Engineer based at our Head Office in Glenrothes.
About Us:
The Donaldson Group, established in 1860, is one of UK's largest, privately owned timber companies. We are a family of 17 businesses and brands, ranging from B2B, retail and ecommerce, all with shared values and a common vision. We are focused on always providing a number one customer experience, embracing innovation, and doing things in a sustainable way, not just for our business but also for the communities we operate in. But most of all, our People are at the heart of everything we do, which is why we are committed to nurturing and empowering our 1,500+ colleagues across the UK.
Diversity and Inclusion:
We're on a mission to champion diversity and inclusion within our organization. We welcome individuals from all backgrounds and walks of life to join us in shaping the future of manufacturing and construction. Female candidates and those from underrepresented ethnic groups are particularly encouraged to apply, as we strive for greater inclusivity in our workforce.
Position Overview:
Provide first and second‑line IT support to internal staff across the UK, delivering excellent customer service and effective troubleshooting for a range of technical issues. Responsibilities include diagnosing and resolving application, system, and device problems, alongside routine administrative tasks.
The role covers HQ in Glenrothes, remote offices, and home-based users. It also includes device installations and some on-site field visits, such as setting up and configuring desktops, laptops, mobile devices, and peripherals, and attending locations where hands‑on support is required.
Location:
Central Scotland with ability to travel to Glenrothes, Fife up to 4 days a week
Key Responsibilities:
Act as a first point of contact within an IT team, handling service desk tickets, emails, and calls from staff
Deliver high‑quality customer service, following service management best practices
Provide 2nd‑line support across software, hardware, mobile devices, laptops, PCs, and printers
Maintain and update the IT asset database
Troubleshoot basic network issues, including WAN connectivity problems
Escalate complex or unresolved issues to the infrastructure or ERP 3rd‑line teams
Manage and prioritise tickets within the service desk system
Take ownership of user issues, ensuring clear communication and timely updates throughout resolution
Produce support documentation and deliver onboarding IT guidance where required
Coordinate with external third‑party suppliers when specialist support is needed
Ability to work shift patterns (7:30am earliest start, 5pm latest finish) – 37 hours basic
Ability to work an on-call rota for emergencies - 1 week every quarter. On-call payment applicable.
Technical Experience
Hands‑on experience with basic Active Directory administration, including user account creation, password resets, and group management
Strong understanding of Microsoft Windows operating systems, particularly Windows 11
Proficient in troubleshooting and supporting the Microsoft 365 suite
Experience with Microsoft 365 administration, including Teams, SharePoint, Exchange and related services
Skills and experience:
Passion & enthusiasm for IT
2+ years' experience working in an IT technical support environment
Excellent people & communication skills
Strong organisational skills
Appreciation of wider business impact of IT systems and when escalation is required
Incident Management experience –including managing business expectations & communication
Ability to work independently
Full UK Driving licence
Beneficial Skills
Cloud experience – Office 365 in particular
An industry accreditation: Microsoft, ITIL, CompTIA, but not essential
Experience working in a manufacturing environment
What We Offer:
Competitive salary.
Flexible working patterns.
Discretionary bonus scheme.
Opportunities for career development within a reputable and growing organisation.
A supportive and collaborative work environment.
Colleague Referral scheme
A catalogue of additional benefits available to purchase such as critical illness cover, cycle to work scheme and additional holidays.
Work Hours: This full-time role entails 36.75 hours per week, providing a stable schedule with weekends free for your leisure. Week 1 - 7:30am to 3:30pm Monday to Thursday and 7:30am to11:30am Friday, Week 2 - 8:00am to 4:30pm Monday to Thursday and 8:00am to 4:00pm Friday.
Join Us: If you're ready to embark on a rewarding career journey with a company that values your contributions and invests in your success, apply now by sending your CV to - by Friday 27th February 2026.