Onsite Desktop Support Engineer – Lossiemouth, Moray

Overview

In this role you provide hands-on desktop support in a busy customer environment, resolving incidents and handling service requests to deliver a responsive, high-quality experience. You operate within a team that balances incident management and project tasks, collaborating with Level 3 to address major issues. The position emphasizes technical troubleshooting across hardware, software, and network peripherals, with a focus on meeting SLA targets. This is a client-facing, onsite role that supports the organisation’s digitisation and IT infrastructure goals.

Responsibilities

• Handle incident and request tasks with 2nd line ownership
• Maintain incident rate below 2% per month
• Complete assigned work within timeframes
• Support internal and external Project Managers on project tasks
• Tackle non-standard requests within agreed timescales
• Proactively coordinate with Level 3 for major issues
• Resolve hardware, network, and peripheral issues (laptops/desktops, printers, etc.)
• Install and configure software and hardware

Key requirements

• Deep knowledge of Microsoft Windows OS (Windows 10/11), including build/config/registry
• Proficiency with Microsoft Office
• Desirable LTSC Channels and KIOSK experience
• Basic understanding of SCCM/Active Directory
• Working knowledge of IT service models
• Networking knowledge (LAN/WAN/VLAN, Wi-Fi, DHCP, DNS/WINS, PXE, VPN)
• Understanding of Microsoft Exchange, Outlook, and chat/IM tools
• Experience with peripherals (printers, displays, docking stations, cameras, scanners)
• Working knowledge of ITSM software (ServiceNow)
• Excellent customer interface and service skills
• Flexibility with working hours
• Full UK Driving Licence
• SC Cleared or able to obtain SC Clearance

• Excellent customer interface and service orientation
• Strong communication and coordination
• flexibility with hours
• Windows 10/11 administration
• SCCM/Active Directory basics
• ITSM software (ServiceNow)

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