Deskside IT Support Engineer – Onsite, Customer-Focused

Lucid Connect Ltd

Inverness

On-site

GBP 32,000 - 39,000

Full time

6 days ago

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Benefits offered by this job

Life assurance

Training & development opportunities

Supportive team environment

Work across enterprise IT environments

23 days annual leave + public holidays

Job summary

Lucid Connect Ltd. is seeking a Deskside Support Technician to join our IT support team. You will provide hands-on desktop, laptop, software, and peripheral support and serve as an escalation point for complex incidents.

You will work with Service Desk, Infrastructure, and third-line teams to maintain service levels and ensure a positive user experience. Excellent troubleshooting and customer service skills are essential.

Qualifications

Experience in Deskside/IT support roles.
Strong Windows OS knowledge.
Experience with Microsoft 365 applications.
Excellent troubleshooting and communication skills.
Ability to manage multiple workloads.
Customer-focused with service excellence.
Experience in enterprise IT environment.
Familiarity with ITIL principles.

Responsibilities

Provide onsite and deskside IT support for end users.
Take ownership of incidents from diagnosis through resolution.
Investigate and resolve desktop, hardware, software, and application issues.
Escalate complex issues while maintaining ownership of the ticket.
Build strong relationships with users and stakeholders through customer service.
Ensure accurate ticket updates and high-quality documentation.
Support device deployment, configuration, and replacement activities.
Contribute to continuous improvement and knowledge sharing within the team.
Follow established IT service management processes and best practices.
Maintain service excellence while meeting response and resolution targets.