IT Support Services Technician

Percepta LLC; Glasgow; Hybrid; GBP 29,000 - 39,000; Full time

Benefits offered by this job

25 days annual leave

Company pension

Life Assurance 4 x salary

Private Medical Insurance

Travel insurance

Cycle to work scheme

Free On-site parking

EAP

Job summary

Percepta LLC in the United Kingdom is seeking an IT Support Services Technician to deliver first and second-line support for end users, manage Service Desk requests, and maintain access controls in a fast-paced environment.

You will log and resolve incidents, perform routine system checks, and provide hardware support, imaging, and PC relocations while collaborating with the IT Manager. This role requires a UK-based candidate and offers career growth within Percepta.

Qualifications

• Associate degree or equivalent IT experience.
• Mid-level Help Desk or Desktop hardware and software experience in a corporate or call centre environment.
• Experience with basic Network troubleshooting.
• Experience with basic Azure, Cloud Services (AWS), and Telephony troubleshooting.
• Experience with ticketing systems, preferably ServiceNow.

Responsibilities

• Provide Tier 1 and Tier 2 technical support via phone, tickets, and chat tools.
• Log, document, and track incidents in ServiceNow or other required systems.
• Perform daily operational checks and monitor system performance.
• Deliver local IT support including hardware setup, imaging, upgrades, repairs, asset management, and PC relocations.
• Manage user access and permissions; assist with on-call cover and escalate as needed.

Skills

Help Desk

Desktop Support

Customer Service

IT Troubleshooting

Windows 10/11

Azure/AWS

ServiceNow

Ticketing Systems

Time Management

Education

Associate degree or equivalent IT experience

Tools

ServiceNow

Ticketing Systems

Azure

Office 365

Job description

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GB-SCO-Glasgow

IT SUPPORT SERVICES TECHNICIAN

Important: To be eligible for this role, applicants must be based in the UK and live within a 40-minute commute of our Rutherglen storage facility in Glasgow. Applications from candidates outside these requirements cannot be considered.

Contract Type: Full-Time, Permanent, Remote with occasional travel to Rutherglen
Working Hours: 40 hours per week, Monday to Friday 8am to 5pm. Paid overtime may be required as needed.
Salary: £34,000 per annum + Annual Performance Bonus

At Percepta, we bring first-class service across each market we support . As an IT Support Services Technician in the United Kingdom, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The IT Support Technician provides first and second-line technical support, acting as the primary point of contact for end users to ensure a high level of customer satisfaction. The role involves logging, tracking, and resolving Service Desk requests, managing user access and system permissions, and escalating issues where necessary while maintaining ownership through to resolution. Working in line with documented procedures, the Technician also supports a range of administrative and operational IT tasks as directed by the IT Manager.

During a Typical Day, You’ll

• Provide Tier 1 and Tier 2 technical support using phone, ticketing systems, and chat tools.
• Accurately log, document, and track incidents in ServiceNow or other required systems.
• Carry out daily operational checks and monitor system performance to ensure availability before production hours.
• Deliver local IT support including hardware setup, imaging, upgrades, repairs, asset management, and PC relocations.
• Administer or support user access management, including ID creation and application permissions.
• Work flexibly across IT support shifts, including participation in on-call cover, while escalating complex issues appropriately and supporting a collaborative team environment.

What You Bring to the Role

• Associate degree or equivalent work IT experience.
• Mid-level experience of Help Desk or Desktop hardware and software experience in an corporate or call centre environment.
• Experience with basic Network troubleshooting.
• Experience with basic Azure, Cloud Services (AWS), and Telephony troubleshooting.
• Experience with ticketing systems, preferably ServiceNow.

Skills

• Strong communication, customer service and organizational skills.
• Strong problem resolution and decision-making skills.
• Working knowledge of Windows 10/11.
• Working knowledge of Outlook and Office365.
• A good listener with a proven ability to build relationships with all levels of staff.
• Strong time management skills, attention to detail and outstanding follow-up skills.
• The ability to work well under pressure with tight deadlines.

Travel

Travel Requirements: Up to 5% travel may be required for this role. Therefore, candidates must hold a full, valid UK driving licence and have access to reliable transportation.

What You Can Expect

• 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays.
• Company pension
• Life Assurance 4 x annual salary
• Contributory pension scheme
• Private Medical and Insurance and discounted dental scheme
• Comprehensive travel insurance for you and family in line with Scheme rules
• Discounts on brand new vehicles
• Employee Assistance Program (EAP)
• Cycle to work scheme
• Free On-site parking

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialised in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

Lead with humility

We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

Service beyond self

We serve others—clients, customers, and teammates—with care and integrity in every interaction.

Leave it better

We take ownership and leave every process, person, and place better than we found it.

Win together

We succeed as one—celebrating, supporting, and showing up for each other.

Deliver remarkable

We go beyond expectations to create bold, meaningful moments that stand out.

Right to Work

Please note: We are unable to provide visa sponsorship for this position. Applicants must already have the legal right to work in the United Kingdom at the time of application.

Percepta is proud to be an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees feel respected, valued, and empowered to thrive. We welcome applications from all qualified candidates regardless of age, disability, gender identity, marital status, race, religion or belief, sex, or sexual orientation.

From its inception, Percepta LLC has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market wesupport.