Head Resourcing
Information Technology Service Engineer
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IT Service Engineer - Livingston - Scotland (Onsite role)
Head Resourcing is pleased to be working with a well established organisation who are looking for an experienced IT Service Engineer to join their team
This is more than a traditional Service Engineer. Day-to-day first-line support is handled by a third-party provider, with this position acting as an internal escalation point for incidents, technical issues and business-critical requests.
The Role
You’ll work closely with the third-party Service Desk and network support teams, providing internal business context, coordinating escalations and helping drive issues through to resolution.
Key responsibilities include:
- Acting as an escalation point for complex or high-impact IT incidents and requests.
- Troubleshooting and supporting laptops, desktops, mobile devices and peripherals.
- Managing hardware deployments, asset tracking and lifecycle activities.
- Supporting Windows, macOS, iOS/Android and Microsoft 365 environments.
- Administering Entra ID/Azure AD, Intune, Exchange Online, Teams, SharePoint and OneDrive.
- Supporting VPN, remote access, Wi-Fi and wider connectivity issues.
- Working with third-party network providers on escalated DNS, DHCP, VLAN and connectivity issues.
- Supporting meeting-room, VoIP and unified communications technologies.
- Maintaining technical documentation and knowledge base articles.
- Contributing to service improvements and the introduction of new technology.
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Technical Environment
You’ll have exposure to a broad enterprise technology stack including: Windows 10/11 | macOS | Microsoft 365 | Entra ID | Intune | VMware/Hyper-V | TCP/IP | DNS | DHCP | Wi-Fi | VPN | ITSM tools
About You
We’re looking for someone with previous IT Support or Service Desk experience who is comfortable working in a busy, enterprise environment.
You should have:
- Strong knowledge of Windows and Microsoft 365.
- Good understanding of networking fundamentals.
- Excellent troubleshooting and problem-solving skills.
- A customer-focused approach and clear communication style.
- The confidence to manage escalations and work with third-party suppliers.
- Good organisation and attention to detail.
- A willingness to learn and take ownership of technical issues.
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Desirable
- Experience supporting retail or distributed environments.
- Hands-on networking experience with switches, routers, VLANs, Wi-Fi, DNS, DHCP and VPNs.
- CCNA or equivalent networking qualification.
On-Call
The role includes participation in a shared out-of-hours on-call rota, providing remote support for critical incidents, responding to alerts and escalating issues to specialist teams where required.
Salary
Up to £35k depending on experience
Working
Onsite 5 days per week Livingston Office, driving license required
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