IT Service Desk Support Engineers

Vertex I.T. Solutions Ltd; Perth; On-site; GBP 30,000 - 35,000; Full time

Job summary

Vertex I.T. Solutions Ltd in Perth is seeking a 2nd line IT Service Desk Support Engineer to provide on-site, desk-side support. You will escalate from 1st line, diagnose complex issues and ensure timely resolutions, with strong knowledge of Windows, Microsoft 365, AD and Azure.

This role requires ITIL familiarity, incident management, and the ability to communicate with business users. Salary £30,000–£35,000 depending on experience, with a 5-day on-site work week starting October 2026.

Qualifications

• Experience in a 2nd line IT support role in a Desk Side environment.
• Familiar with ITIL best practice and incident management.
• Strong knowledge of Windows OS and Microsoft 365.

Responsibilities

• Act as escalation point for issues unresolved by 1st Line and diagnose resolutions.
• Own incidents and service requests until resolution and close communication.
• Provide regular status updates on open tickets to users and stakeholders.
• Build strong relationships with business users to ensure service delivery.
• Investigate and resolve desktop issues to maintain business continuity.
• Escalate to 3rd Line when necessary and document outcomes.
• Participate in IT team meetings to share knowledge and best practices.

Skills

2nd line IT support

Desk Side support

ITIL

Windows OS

Microsoft 365

Active Directory

Azure

Networking basics

Wi-Fi & VPNs & DNS & TCP/IP

ITSM tools

Tools

ITSM tools

Job description

We have a client in Perth who are looking for IT Service Desk Support Engineers
2nd line IT Service Desk Support
Salary: £30,000 to £35,000 pending experience
5 Days on site
Start date: beginning October 2026

• To act as a point of escalation of any technical issues which cannot be resolved by the 1st Line Service Desk Team and provide in-depth diagnosis and technical resolution of application and administrative IT problems through desk side resolution of technical issues.
• Undertake work and activities which support the achievement of the IT Team objectives and in accordance to the customer's process and procedures.
• Positively promote the IT Team to develop the team profile and that of the wider IT function.
• Participate in internal meetings, as required, to share and develop knowledge and best practice.
• Provide end to end' ownership of all incidents and service requests to ensure that problems are resolved effectively.
• Be proactive and ensure that regular status updates are provided to open tickets.
• Build and maintain strong and effective relationships with business users to ensure that service delivery meets their expectations.
• Investigate and resolve common desktop issues to ensure business continuity.
• Thoroughly investigate issues to accurately assess what further action is required and whether the issue needs to be escalated to the 3rd Line Team.
• Proven experience in a 2nd line IT support role within a Desk Side environment and understand ITIL best practice
• Strong technical knowledge of Windows OS, Microsoft 365, Active Directory, Azure.
• Understanding of basic networking concepts, including Wi-Fi, VPNs, DNS, and TCP/IP.
• Experience using ITSM or ticketing tools