IT Service Engineer - Internal Escalation Lead (Livingston)

Head Resourcing Ltd; 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

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.