Hybrid IT Support Technician — Azure, 365 & ITIL

LGBT Great; Glasgow; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Competitive discretionary annual bonus

Life assurance (4x salary)

Income protection 75% for up to 5 yrs

Private medical insurance

Pension scheme

25 days' annual leave (27 after 5 yrs)

Flexible benefits programme

Global growth and career development

Job summary

LGBT Great is seeking a proactive IT Support Technician for our Glasgow office with hybrid working. You will provide high-quality technical support across the organisation, resolve incidents and service requests, and help maintain IT systems with a focus on reliability and security.

You will collaborate with wider IT teams, document processes, and contribute to continual service improvement. Key duties include incident management, user provisioning, and supporting IT projects while upholding

Qualifications

• Experience operating within SLA targets and workload management by impact and urgency.
• Experience using an ITSM platform such as FreshService, ServiceNow or Jira Service Management.
• Experience in a structured IT support environment.
• Experience with Microsoft Azure and Microsoft 365 administration.
• Basic PowerShell scripting.
• Participation in service improvement initiatives.
• Experience identifying recurring issues and raising problem records.

Responsibilities

• Deliver excellent IT support and customer service to colleagues across the business.
• Manage and resolve incidents, requests, and tasks within agreed service levels.
• Diagnose and resolve hardware, software, networking, and device-related issues.
• Contribute to ITIL-aligned service management processes and continuous improvement.
• Monitor and maintain IT systems and services, identifying potential issues.
• Assist with onboarding, offboarding, and user account administration.
• Identify recurring issues and escalate as needed.
• Support IT projects and office technology deployments.

Skills

Customer focus

Incident management

Communication

Problem solving

ITIL practices

Continuous improvement

Documentation

Team collaboration

SLA governance

Hybrid work adaptability

Tools

FreshService

ServiceNow

Jira Service Management

Microsoft Azure

Microsoft 365

PowerShell

Job description

LGBT Great is seeking a proactive IT Support Technician for our Glasgow office with hybrid working. You will provide high-quality technical support across the organisation, resolve incidents and service requests, and help maintain IT systems with a focus on reliability and security.

You will collaborate with wider IT teams, document processes, and contribute to continual service improvement. Key duties include incident management, user provisioning, and supporting IT projects while upholding