Information Technology Service Engineer

Head Resourcing; Livingston; On-site; GBP 32,000 - 39,000; Full time

Job summary

Head Resourcing Ltd is seeking an IT Service Engineer for an onsite role in Livingston, Scotland. You will work as an internal escalation point, coordinating with the service desk and network teams to drive issues to resolution.

The role covers Windows 10/11, macOS, Microsoft 365, Entra ID, Intune, VMware/Hyper-V, DNS/DHCP/VLAN, VPN and VoIP with a focus on enterprise environments and strong customer communication.

Qualifications

• Experience in IT support or service desk in a busy enterprise environment.
• Strong knowledge of Windows and Microsoft 365 with good networking fundamentals.
• Ability to manage escalations and coordinate with third-party suppliers.
• CCNA or equivalent networking qualification is desirable.

Responsibilities

• Act as escalation point for complex IT incidents and requests.
• Troubleshoot and support laptops, desktops, mobile devices and peripherals.
• Manage hardware deployments, asset tracking and lifecycle activities.
• Support Windows, macOS, iOS/Android and Microsoft 365 environments.
• Administer Entra ID/Azure AD, Intune, Exchange Online, Teams, SharePoint and OneDrive.
• Support VPN, remote access, Wi-Fi and wider connectivity issues.
• Work with third-party network providers on DNS, DHCP, VLAN and connectivity issues.
• Support meeting-room, VoIP and unified communications technologies.
• Maintain technical documentation and knowledge base articles.
• Contribute to service improvements and introduction of new technology.

Skills

IT support experience

Customer-focused

Troubleshooting

Communication

Education

CCNA or equivalent networking qualification

Tools

Windows 10/11

macOS

Microsoft 365

Entra ID/Azure AD

Intune

VMware/Hyper-V

DNS

DHCP

VLAN

Wi-Fi

VPN

ITSM tools

Job description

IT Service Engineer - Livingston - Scotland (Onsite role)

Head Resourcing is pleased to be working with a well established organisation who are looking for an experienced IT Service Engineer to join their team

This is more than a traditional Service Engineer. Day-to-day first-line support is handled by a third-party provider, with this position acting as an internal escalation point for incidents, technical issues and business-critical requests.

The Role

You’ll work closely with the third-party Service Desk and network support teams, providing internal business context, coordinating escalations and helping drive issues through to resolution.

Key responsibilities include:

• Acting as an escalation point for complex or high-impact IT incidents and requests.
• Troubleshooting and supporting laptops, desktops, mobile devices and peripherals.
• Managing hardware deployments, asset tracking and lifecycle activities.
• Supporting Windows, macOS, iOS/Android and Microsoft 365 environments.
• Administering Entra ID/Azure AD, Intune, Exchange Online, Teams, SharePoint and OneDrive.
• Supporting VPN, remote access, Wi-Fi and wider connectivity issues.
• Working with third-party network providers on escalated DNS, DHCP, VLAN and connectivity issues.
• Supporting meeting-room, VoIP and unified communications technologies.
• Maintaining technical documentation and knowledge base articles.
• Contributing to service improvements and the introduction of new technology.

Technical Environment

You’ll have exposure to a broad enterprise technology stack including:

Windows 10/11 | macOS | Microsoft 365 | Entra ID | Intune | VMware/Hyper-V | TCP/IP | DNS | DHCP | Wi-Fi | VPN | ITSM tools

About You

We’re looking for someone with previous IT Support or Service Desk experience who is comfortable working in a busy, enterprise environment.

You should have:

• Strong knowledge of Windows and Microsoft 365.
• Good understanding of networking fundamentals.
• Excellent troubleshooting and problem-solving skills.
• A customer-focused approach and clear communication style.
• The confidence to manage escalations and work with third-party suppliers.
• Good organisation and attention to detail.
• A willingness to learn and take ownership of technical issues.
• Experience supporting retail or distributed environments.
• Hands-on networking experience with switches, routers, VLANs, Wi-Fi, DNS, DHCP and VPNs.
• CCNA or equivalent networking qualification.

On-Call

The role includes participation in a shared out-of-hours on-call rota, providing remote support for critical incidents, responding to alerts and escalating issues to specialist teams where required.

Up to £35k depending on experience

Working

Onsite 5 days per week Livingston Office, driving license required