Onsite Desktop Support Engineer – Dunfermline

Overview

As Onsite Desktop Support Engineer, you resolve incidents and fulfill service requests in a busy customer environment. You’ll operate as 2nd line support to meet SLA targets and coordinate with Level 3 teams to address major issues. You install, configure, and troubleshoot hardware, software, and peripherals to ensure a responsive, high-quality user experience. This role sits within a collaborative IT services organization that values teamwork and performance, offering meaningful impact through hands-on problem solving and project support.

Responsibilities

• Handle incident and service request tasks
• Provide 2nd line resolution to SLA targets
• 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
• Communicate with Level 3 teams for major issues
• Diagnose and resolve issues with laptops/desktops, networks, printers
• Install and configure software and hardware

Key requirements

• Deep knowledge of Windows 10/11 including build, configuration, and registry
• Proficiency in Microsoft Office
• Desirable: LTSC Channels and KIOSK experience
• Basic understanding of SCCM/Active Directory
• Networking: LAN/WAN/VLAN, Wi-Fi, DHCP, DNS/WINS, PXE, VPN/remote connectivity
• Experience with Microsoft Exchange environment, Outlook, and messaging etiquette
• Peripherals experience (printers, displays, docking stations, cameras, scanners)
• Working knowledge of ITSM software (ServiceNow)
• Excellent customer interface and service skills
• Some flexibility with working hours
• Full UK Driving License
• SC Cleared or eligible for SC Clearance

• Excellent customer service
• Strong communication and coordination
• Adaptability and flexibility
• Windows OS (Windows 10/11) and Office
• SCCM and Active Directory (basic)
• Networking (LAN/WAN/VLAN, Wi‑Fi, DHCP, DNS/WINS, PXE, VPN)

…