IT Engineer (x2)

Escape; City of Edinburgh; Hybrid; GBP 36,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Educational assistance

Accreditation support

Job summary

Escape in Edinburgh is seeking an IT Support Engineer to join a busy team providing hands-on technical support across a varied client base.

The role requires taking ownership of complex incidents, resolving escalated issues, and maintaining multiple client environments with Microsoft 365, servers and networks. Hybrid working applies and a strong foundation in AD, Intune, and virtualization is essential.

Qualifications

• 3+ years hands-on IT support experience in MSP environments
• Excellent troubleshooting and problem-solving abilities
• Experience owning escalated technical issues through resolution
• Strong Microsoft 365 administration experience
• Knowledge of Intune, AD and GP
• Windows Server administration experience
• Networking basics (TCP/IP, DNS, DHCP) and VPNs

Responsibilities

• Resolve escalated 2nd/3rd line issues to resolution
• Own complex incidents end-to-end
• Support multiple client environments
• Administer Microsoft 365, servers, networks and endpoints
• Support Exchange Online, Entra ID, SharePoint and OneDrive
• Manage Intune and endpoint environments
• Support Windows Server, Active Directory and Group Policy
• Troubleshoot TCP/IP, DNS and DHCP
• Work with routers, switches, firewalls, VLANs and VPNs
• Support Hyper‑V and/or VMware environments
• Maintain physical and virtual servers
• Troubleshoot backup and recovery issues
• Assist with infrastructure migrations and improvement projects
• Assist with patching, security remediation and maintenance
• Collaborate with third-party vendors
• Maintain accurate technical documentation
• Share knowledge with less experienced engineers

Skills

2nd/3rd line support

MSP experience

Troubleshooting

Client communication

Independent worker

Tools

Microsoft 365

Intune

Active Directory

Group Policy

Windows Server

Hyper-V/VMware

Job description

IT Support Engineer

Edinburgh & surrounding areas | Hybrid

£36,000-£42,000 DOE

Are you an experienced IT Support Engineer who enjoys solving the problems that don't have an obvious answer?

We're looking for an IT Support Engineer to join a busy environment, providing hands-on technical support across a varied client base.

This is a role for someone who can do more than follow a runbook. You'll be trusted to investigate issues properly, identify root cause, take ownership and see problems through to resolution.

What you'll be doing

• Resolving escalated 2nd/3rd line technical issues
• Taking ownership of complex incidents through to resolution
• Supporting and maintaining multiple client environments
• Administering Microsoft 365, servers, networks and endpoints
• Supporting Exchange Online, Entra ID, SharePoint and OneDrive
• Managing Microsoft Intune and endpoint environments
• Supporting Windows Server, Active Directory and Group Policy
• Troubleshooting TCP/IP, DNS and DHCP
• Working with routers, switches, firewalls, VLANs and VPNs
• Supporting Hyper‑V and/or VMware environments
• Maintaining physical and virtual servers
• Troubleshooting backup and recovery issues
• Supporting infrastructure migrations and improvement projects
• Assisting with patching, security remediation and maintenance
• Working with third‑party suppliers and technology vendors
• Maintaining accurate technical documentation
• Sharing technical knowledge with less experienced engineers

What we're looking for

You must have:

• At least 3 years' hands-on experience within an MSP
• Strong 2nd/3rd line technical support experience
• Excellent troubleshooting and problem-solving ability
• Experience taking ownership of escalated technical issues
• Strong Microsoft 365 administration experience
• Experience with Intune, Active Directory and Group Policy
• Windows Server administration experience
• Good networking knowledge including TCP/IP, DNS and DHCP
• Experience with switches, routers, firewalls, VLANs and VPNs
• Hyper‑V and/or VMware experience
• Backup and recovery experience
• A methodical approach to troubleshooting
• The ability to work independently without constant direction
• Strong client communication skills
• A full UK driving licence
• To be based in Edinburgh or the surrounding area

Microsoft certifications are desirable, particularly across Microsoft 365 and Azure, but practical hands‑on experience is more important.

Desirable experience

• Experience with Microsoft Azure infrastructure
• UniFi
• Linux
• AWS
• SAN/NAS
• PowerShell or scripting/automation

What you'll get

• £36,£000-£42,000 salary depending on experience
• Hybrid working - Typically 1-2 days per week on client site
• Support towards relevant professional accreditations
• Educational assistance for relevant courses

plus other benefits!This is a great opportunity for an experienced MSP engineer who wants to step into a genuinely senior technical position where they're trusted to investigate, solve and improve - rather than simply close tickets.