Customer Support Engineer

Orange Recruitment; City of Edinburgh; On-site; GBP 26,000 - 38,000; Full time

Job summary

Microsys Solutions Ltd, based in Edinburgh, is hiring a Customer Support Engineer to deliver frontline IT support for business and charity clients. You will diagnose hardware, software, and network issues, manage tickets, and guide users in person, by phone, and by email.

The role includes coordinating field visits, on-site troubleshooting, installing IT equipment, and documenting activities while contributing to knowledge base improvements. A UK driving license is required.

Qualifications

• Candidates should possess strong customer support and communication skills, with the ability to explain technical issues in clear, accessible language.
• Candidates should possess troubleshooting and technical support skills for hardware, software, and network environments.
• Candidates should possess field service skills, including on-site diagnostics, installation, and maintenance of IT systems.
• Relevant IT certifications or training (e.g., CompTIA A+, Network+, Microsoft or similar) are beneficial.
• Experience in business IT support or MSP environments, and familiarity with ticketing systems and remote support tools, is an advantage.
• Ability to work independently, manage priorities, and maintain a professional, customer-focused attitude in a fast-paced environment.
• A full UK manual drivers license is required

Responsibilities

• Diagnose and resolve hardware, software, and network issues for business and charity clients.
• Handle support tickets and provide guidance to users via in-person, phone, and email support.
• Coordinate field service visits, perform on-site troubleshooting, and install and configure IT equipment.
• Document support activities and contribute to knowledge base materials.
• Collaborate with the wider team to improve service quality and customer satisfaction.

Skills

Customer support

Technical troubleshooting

Field service

IT certifications

MSP experience

Ticketing systems

Remote support tools

On-site diagnostics

Tools

Ticketing systems

Remote access software

Job description

Company Description

Microsys Solutions Ltd is a long-standing provider of business IT support based in Edinburgh, serving organizations across Central Scotland. Since 1997, the company has delivered practical, service-focused IT solutions to businesses and charities that value reliable support over sales-driven engagement. Microsys emphasizes responsive, action-oriented assistance to keep clients’ systems running smoothly and securely. Team members work closely with loyal customers, building long-term relationships through consistent, high-quality service. At the heart of Microsys is a highly experienced and supportive team, with outstanding levels of customer satisfaction reflecting the quality of service we provide.

Role Description

The Customer Support Engineer is a full-time, on-site role based in Edinburgh, providing frontline technical assistance to business and charity clients. Day-to-day responsibilities include diagnosing and resolving hardware, software, and network issues, handling support tickets, and delivering clear guidance to users in person, by phone, and via email. The role involves coordinating field service visits, performing on-site troubleshooting, installing and configuring IT equipment, and escalating complex issues when necessary. The Customer Support Engineer will document support activities, contribute to knowledge base materials, and collaborate with the wider team to improve service quality and customer satisfaction.

Requirements

• Candidates should possess strong customer support and communication skills, with the ability to explain technical issues in clear, accessible language.
• Candidates should possess troubleshooting and technical support skills for hardware, software, and network environments.
• Candidates should possess field service skills, including on-site diagnostics, installation, and maintenance of IT systems.
• Relevant IT certifications or training (e.g., CompTIA A+, Network+, Microsoft or similar) are beneficial.
• Experience in business IT support or MSP environments, and familiarity with ticketing systems and remote support tools, is an advantage.
• Ability to work independently, manage priorities, and maintain a professional, customer-focused attitude in a fast-paced environment.
• A full UK manual drivers license is required