Icelantic
First Line IT Support
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Company Description
Icelantic is an IT services company established in 2000 to support small and medium-sized enterprises in Edinburgh and Glasgow. The company focuses on businesses that need reliable, secure, and high-performance IT systems without maintaining a large in-house IT team. Icelantic provides support for environments ranging from single stand-alone PCs to complex multi-user corporate systems. The team aims to keep clients’ systems running smoothly and intuitively, offering best-practice advice when expansion is needed. This approach allows customers to concentrate on their core business goals while Icelantic manages their IT infrastructure.
Role Description
This is a full-time, on-site First Line IT Support role based in the Greater Edinburgh Area. The role involves acting as the first point of contact for IT issues, logging and triaging support requests, and providing initial diagnosis and resolution for hardware, software, and network problems.
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Responsibilities
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- Installing and configuring workstations and peripherals
- Performing routine maintenance
- Escalating complex issues to senior technical staff when required
- Communicating clearly with users
- Maintaining accurate documentation of incidents and solutions
- Contributing to continuous improvement of support processes
- Collaborating with colleagues to ensure consistent, reliable service to SME clients across different environments
Qualifications
- Foundational technical support skills, including basic hardware troubleshooting, operating system support (e.g., Windows), and user account management
- Skills in network fundamentals, such as understanding of LAN/WAN concepts, basic router/switch configuration awareness, and connectivity troubleshooting
- Strong customer service and communication skills, including the ability to explain technical issues clearly, manage expectations, and maintain a professional, helpful manner
- Problem-solving and organizational skills, including incident logging, prioritization of tasks, and accurate documentation of issues and resolutions
- Relevant qualifications such as an IT-related diploma or degree, or certifications (e.g., CompTIA A+, Network+, or similar) would be beneficial
- Experience in supporting SME environments, familiarity with remote support tools, and an understanding of security best practices would be advantageous
- Ability to work on-site in the Greater Edinburgh Area, collaborate with a small technical team, and adapt to varied client environments is required
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