Workflo Solutions ®
2nd line IT helpdesk technician
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Important note:
We will only consider candidates who currently live within 30 miles of Livingston. Please do not apply if you live outwith this geography — your application will not be progressed. This role is fully onsite.
We are unable to offer VISA sponsorship.
About Workflo Solutions
Workflo Solutions is one of Scotland's most established managed service providers. Since 2007 we've supported over 1,000 clients across Managed IT, Cyber Security, Cloud, AI & Automation, Managed Print and Unified Communications.
We're a Microsoft Partner, Cyber Essentials Plus certified, ISO 27001 accredited, a ScotlandIS Gold member and a Disability Confident Employer.
Our customer base sits almost entirely within the Microsoft ecosystem, so the Microsoft stack is the environment you'll work in every day.
Our promise is simple — service before sales. Because better exists.
The Role
We're hiring an experienced 2nd Line Support Technician to join our helpdesk team. You'll be the escalation point for complex tickets, mentor 1st line technicians, and contribute to project delivery and ongoing client environments.
Key Responsibilities
- Resolving 2nd line tickets across Windows, Microsoft 365, networking and endpoint
- Acting as the escalation point for 1st line technicians and mentoring them day-to-day
- Supporting Entra ID (formerly Azure AD), Active Directory and hybrid identity
- Administering Microsoft 365 — Exchange Online, SharePoint Online, Teams, OneDrive
- Endpoint deployment and management via Intune and Windows Autopilot
- Investigating and resolving network issues (DNS, DHCP, TCP/IP, VPN, routers, firewalls)
- Conditional Access, MFA enforcement and Microsoft Defender for Endpoint / Business
- Mail flow troubleshooting — SPF, DKIM, DMARC, Exchange Online Protection
- Backup monitoring, restore testing and DR validation across server and Microsoft 365 backup tooling
- Patch management and antivirus discipline across the client estate
- Working tickets to SLA in HaloPSA, using Atera RMM for monitoring and remote support
- Documenting environments and updating internal knowledge bases
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Required Skills & Experience
- 3+ years in an IT support role within a Managed Service Provider
- Strong Windows OS troubleshooting (Windows 11 and Windows Server)
- Active Directory and Entra ID — users, groups, GPO, Conditional Access, MFA
- PowerShell scripting for everyday admin tasks
- Microsoft 365 administration — Exchange Online, SharePoint Online, Teams, OneDrive
- Intune / Microsoft Endpoint Manager (SCCM useful)
- Windows Autopilot for device provisioning
- Networking fundamentals — DNS, DHCP, TCP/IP, VPN, router configuration
- Microsoft Defender for Endpoint / Defender for Business
- Backup tooling (Acronis, Veeam, Datto or similar) including restore testing
- Working knowledge of Cyber Essentials principles
- Virtualisation — VMware and / or Hyper-V
- Cloud fundamentals — Azure (preferred) or AWS
- Clear written and spoken communication — you'll be on the phone with clients every day
- Strong documentation discipline
Desirable
- PSA experience — HaloPSA preferred, ConnectWise or Autotask
- RMM experience — Atera preferred, NinjaOne or Datto
- Microsoft certifications (MS-900, MD-102, AZ-104 or similar)
- Hosted telephony / Teams Phone configuration and support
- Email security gateway experience (Mimecast, Proofpoint or similar)
- Experience working to ITIL practices
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Personal Attributes
- Proactive and resourceful — you find and own solutions
- Detail-focused in both troubleshooting and documentation
- Calm under pressure — busy days happen
- Team-oriented — happy to share knowledge and develop juniors
- Customer-first — service is the job
Practical Requirements
- Right to work in the UK
- UK driving licence and access to your own transport (occasional client site visits may be required)
- Live within 30 miles of Livingston EH54
- This is a fully onsite role
Working Hours
Full-time, Monday to Friday, 9:00am–5:30pm, with occasional out-of-hours cover for critical client work.
What You'll Get
- £32,000–£35,000 per annum, depending on experience
- Workplace pension (auto-enrolment)
- 28 days annual holiday (inclusive of statutory bank holidays)
- Private medical insurance
- Gym membership
- Free onsite parking
- Employee discount scheme
- Funded certifications and ongoing professional development
- A clear progression path toward 3rd line and specialist roles
Application Questions
- Do you have experience working in an MSP helpdesk environment?
- Which PSA and RMM tools have you used in a live MSP environment?
- Do you currently live within 30 miles of Livingston EH54?
- Do you hold any Microsoft certifications? If so, please list them.
Equal Opportunities
Workflo Solutions is a Disability Confident Employer. We welcome applications from candidates of all backgrounds and are happy to offer reasonable adjustments throughout the recruitment process — please let us know when applying if you require any.
Job Type: Full-time, permanent
Work Location: In person, Livingston EH54 5FD
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