IT Support Engineer

TBR Global Chauffeuring; Glasgow; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global transport service provider is seeking an IT Support Specialist to join their Inno-Tech team in Glasgow. The role entails providing first-line technical support for Windows and mobile devices, managing user accounts, and maintaining system security and performance. The ideal candidate will possess excellent customer service skills, analytical abilities, and a strong understanding of networking technologies. This position offers an opportunity to work collaboratively with IT professionals and deliver exceptional service.

Qualifications

• Experience in a customer-facing role, preferably in technical support.
• A degree in IT, computer networking, or desktop support is advantageous but not required.

Responsibilities

• Provide 1st line IT support to employees and internal customers.
• Support users of Windows, iOS, and Android devices.
• Log and track support requests in service management system.
• Perform routine maintenance tasks and monitor system performance.

Skills

Excellent customer service

Fluent English

Strong time management

Analytical skills

Troubleshooting abilities

Basic knowledge HTML

Basic knowledge CSS

Basic knowledge JavaScript

Experience with Active Directory

Experience with Microsoft 365

Experience with core networking technologies

PowerShell scripting

Education

Degree in information technology

Equivalent work experience

Job description

Overall purpose

Working as part of the Inno-Tech team you are responsible for providing technical support and assistance to end-users, ensuring that hardware, software, and network‑related issues are resolved quickly and effectively. This role involves close collaboration with other IT professionals to deliver a high level of service to primarily internal, but occasionally also external customers.

Main responsibilities

• Provide 1st line IT support (whether in person, or remotely) to employees and other internal customers to ensure a great experience for all users
• Support users of Windows desktop and laptop computers
• Support users of iOS and Android mobile devices
• Support users of standard as well as line of business applications
• Use existing processes to deploy computers and software as required
• Follow standards and processes to onboard and offboard users
• Assist with the management of user accounts, permissions, and access controls to ensure secure and appropriate access to resources
• Log and track all support requests and incidents in the IT service management system, ensuring accurate documentation of issues and resolutions
• Prioritise and manage multiple support requests simultaneously, ensuring timely resolution according to service level agreements (SLAs)
• Follow up with users to ensure that issues are resolved to their satisfaction and to provide additional assistance if needed.
• Perform routine maintenance tasks, such as software updates, virus scans, and backups, to ensure the stability and security of IT systems
• Monitor system performance and proactively identify potential issues, resolving them before they impact users
• Troubleshooting technical problems
• Set up, maintain user workstations
• Maintain hardware and software inventories
• Document system processes and solutions
• Provide technical guidance and demonstrations to users
• Assist in testing existing and new functionality on business applications and identify issues

Skills required

• Excellent customer service and interpersonal skills, fluent English
• Strong time management, organisational and analytical skills with excellent attention to detail
• Experience using tools for testing, debugging, and troubleshooting
• Analytical skills and problem-solving abilities
• Install, configure, and upgrade hardware, software
• Basic knowledge HTML, CSS, JavaScript
• Experience with user and group management in Active Directory, Microsoft 365 and Entra
• Experience with core networking technologies : LAN, WLAN, DNS, DHCP
• Ability to use existing PowerShell scripts for automated processes

Experience & Qualification

• Experience of working in a customer‑facing role, preferably in a technical support role
• A degree in a relevant field (e.g. information technology, computer networking, desktop support) or equivalent work experience would be an advantage but is not required