Hybrid IT Support SME – Expert Troubleshooter

Howden Group Holdings; Perth; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Howden Group Holdings in Perth, Scotland, is seeking an IT Support SME to provide advanced Tier 1.5 and 2nd line support. The role covers remote and desk-side assistance, with a focus on customer experience, knowledge management, and incident resolution within agreed SLAs.

You will support Unisys collaboration, maintain KBs, and assist executive users while working across teams. Office-based in Scotland with rota-based hours and occasional UK travel.

Qualifications

• Experience in Tier 1.5 and 2nd line IT support.
• Strong customer service mindset and stakeholder communication.
• Knowledge of Windows 10+ and Microsoft 365 stack.

Responsibilities

• Provide Tier 1.5 & 2nd line IT support, primarily remote to global employees.
• Monitor customer experience and drive remediation with Unisys partnership.
• Triaging, owning, and resolving IT issues within SLAs.
• Maintain and update knowledge articles for SMEs.
• Escalate incidents to SD Team Lead when needed.
• Offer executive support to key stakeholders and manage changes.

Skills

Customer service

Communication

Problem solving

Teamwork

Prioritisation

Proactive

Education

ITIL Foundation V3/V4

Tools

Active Directory

Office 365

Microsoft Teams

Zoom / Webex / conferencing tools

SCCM

Intune / Autopilot

Job description

Howden Group Holdings in Perth, Scotland, is seeking an IT Support SME to provide advanced Tier 1.5 and 2nd line support. The role covers remote and desk-side assistance, with a focus on customer experience, knowledge management, and incident resolution within agreed SLAs.

You will support Unisys collaboration, maintain KBs, and assist executive users while working across teams. Office-based in Scotland with rota-based hours and occasional UK travel.