Onsite Desktop Support Engineer – Glasgow

Overview

In this role you provide hands-on desktop support in a busy environment, resolving incidents and fulfilling service requests to maintain high-quality user experiences. You work closely with Level 3 teams to address major issues and support project tasks. The role is based onsite in Glasgow within a team that values teamwork and performance. You will contribute to stable IT operations while aligning with the company’s collaborative culture and digitisation focus.

Responsibilities

• Handle incidents and service requests to SLA targets
• Provide 2nd line support to resolve incidents
• Maintain incident rate below 2% per month
• Complete assigned tasks within specified timeframes
• Support internal and external Project Managers on project tasks
• Tackle non-standard requests within agreed timescales
• Coordinate with Level 3 teams to escalate major issues
• Troubleshoot hardware, network, and printer issues; install and configure software/hardware

Key requirements

• Windows 10/11 expertise including build, configuration, and registry settings
• Office proficiency
• Basic SCCM/Active Directory knowledge
• Networking basics (LAN/WAN/Wi-Fi, DHCP, DNS/WINS, VPN)
• Experience with Microsoft Exchange, Outlook, and chat tools
• Peripherals support (printers, displays, docking stations, cameras, scanners)
• ITSM software experience (ServiceNow)
• Excellent customer service and communication skills
• Flexibility with working hours
• Full UK Driving Licence
• SC Cleared or eligible for SC Clearance

• Customer-focused
• Clear communication
• Team collaboration
• Windows OS (10/11)
• Microsoft Office
• SCCM/Active Directory (basic)

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