Location: Edinburgh (Onsite, 5 days per week)
Are you a hands‑on 1st and 2nd Help Desk Engineer who loves solving 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 1st and 2nd line support across a largely Windows estate, taking ownership of incidents and service tickets. 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 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 any issues, no one is bigger than the team here. You\'ll need to be able to communicate in clear and simple terms.
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, Wi‑Fi, and classroom AV (Promethean/projectors).
* 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 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.
Apply now, our client is keen to move swiftly and get interviews scheduled asap.
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