1st Line IT Support Engineer (SDA) - Fife

McNally Recruitment Ltd; Dunfermline; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A Managed Service Provider in Dunfermline is seeking a 1st Line IT Support Engineer to serve as the initial contact for clients. This role involves providing support via email, phone, and a ticketing system, requiring 1-2 years of Service Desk experience and strong knowledge of networking. The ideal candidate must possess customer-facing skills and have their own vehicle with a full driving license. This hybrid position starts off office-based until established within the team.

Qualifications

• 1-2 years of Service Desk experience.
• Knowledge of TCPIP, DNS, and Network basics.
• Experience with Kaseya Tool Stack.
• Must have own vehicle and full driving licence.

Responsibilities

• Be the initial contact for clients.
• Provide support by email, phone, and ticket system.
• Identify and resolve tickets effectively.
• Basic Microsoft 365 admin tasks.

Skills

Service Desk experience

TCPIP knowledge

Knowledge of Microsoft 365

Customer-facing skills

Attention to detail

Tools

Kaseya Tool Stack

Job description

1st Line IT Support Engineer / Service Desk Analyst

Our client is an established Managed Service Provider (MSP) based in Fife, with over 30 years IT industry experience. Their client base is spread throughout Scotland, however, mainly focuses on Central Scotland, Fife, Perthshire, and Angus.

They are at the forefront of providing IT and Security services with the latest technologies both server and cloud based.

Role

• To be the initial contact for their clients.
• Working and effectively communicating with the other engineers
• Providing support by email, phone, and a ticketing system.
• Identifying tickets and which areas can be fixed first‑time.
• Escalating to 2nd or 3rd Line support where this isn’t possible.
• Resetting & creating users/groups
• Basic Microsoft 365 admin tasks
• Setting up of PCs and Applications.
• Changing permissions (SharePoint and Windows Shares).
• Dealing with basic Windows Server issues.
• Checking and fixing backup’s
• Creating, setting up and fixing issues for MS Teams.
• Using own initiative to solve problems.

Requirements

• 1-2 years of Service Desk experience.
• Knowledge of TCPIP, DNS, and Network basics
• Knowledge of Microsoft 365.
• Experience with Kaseya Tool Stack (Datto RMM, Datto SaaS Backip, Datto BCDR, AutoTask, IT Glue,
• Basic knowledge of broadband and leased line fault diagnosis.
• Customers-facing skills, albeit by email & telephone.
• Strong attention to detail.
• Ability to work on your own without supervision.
• Previous experience with a distinct advantage.
• Must have own vehicle and full driving licence.
• This is a hybrid working role in Dunfermline, although initially office based until established within the business