IT Support Technician

Wolviston Management Services; City of Edinburgh; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Regular mentoring and career reviews

12 training days per year

6 charity days per year

Private healthcare after six months

Gym membership contribution

Ongoing training and development

Job summary

Wolviston Management Services in Edinburgh is seeking an IT Support Technician to join a growing MSP. The role is a permanent position with a salary of £26,500–£29,500 and a supportive environment to develop technical skills across Microsoft 365 and Windows ecosystems.

You will work in a busy service desk, handling first and second-line tickets, delivering excellent customer service, and gaining exposure to a broad range of technologies and client environments.

Qualifications

• 12+ months in IT support or an IT apprenticeship completed.
• Strong troubleshooting and customer service skills.
• Experience with Microsoft 365 administration and Windows OS.

Responsibilities

• Provide first and second-line technical support to end users.
• Respond to support requests via phone, email and live chat.
• Log, update and manage tickets through to resolution.
• Troubleshoot hardware, software and connectivity issues.
• Support Microsoft 365 services and cloud-based technologies.
• Assist users with desktop, laptop, server and network-related issues.
• Escalate complex incidents with clear handover information.
• Deliver excellent customer service across a varied client base.
• Maintain technical documentation and knowledge base articles.
• Work collaboratively with colleagues to ensure service levels are achieved.

Skills

IT support experience

Troubleshooting

Microsoft 365

Windows OS

Networking basics

Customer service

Communication skills

Ticket logging

Education

IT apprenticeship

Tools

Microsoft 365

Job description

IT Support Technician

Edinburgh Permanent £26,500 - £29,500

We're currently recruiting for an IT Support Technician to join a successful and growing Managed Service Provider based in Edinburgh.

This is an excellent opportunity for someone with at least 12 months of IT support experience, or a recently completed IT apprenticeship, looking to develop their technical skills within a fast-paced, supportive environment. You'll gain exposure to a wide range of technologies, clients and support challenges while receiving structured training and career development.

Working within a busy service desk team, you'll be responsible for delivering high-quality technical support, managing support tickets, and helping clients resolve a variety of IT issues.

Key Responsibilities

• Provide first and second-line technical support to end users


• Respond to support requests via phone, email and live chat


• Log, update and manage tickets accurately through to resolution


• Troubleshoot hardware, software and connectivity issues


• Support Microsoft 365 services and cloud-based technologies


• Assist users with desktop, laptop, server and network-related issues


• Escalate complex incidents where required, ensuring clear handover information is provided


• Deliver excellent customer service across a varied client base


• Maintain technical documentation and knowledge base articles


• Work collaboratively with colleagues to ensure service levels are achieved

Skills & Experience Required

• Previous experience within an IT support role, ideally 12 months or more


• Strong interest in technology and troubleshooting


• Experience supporting Microsoft-based environments


• Knowledge of Microsoft 365 administration and support


• Understanding of Windows desktop operating systems


• Basic networking knowledge including TCP/IP, DNS and DHCP


• Excellent communication and customer service skills


• Strong organisation and attention to detail


• Ability to prioritise workloads and manage multiple tasks effectively

Experience working within a Managed Service Provider (MSP) environment would be highly advantageous but is not essential.

What's on Offer

• Salary of £26,500 - £29,500 dependent on experience and technical ability


• Clear progression opportunities and technical specialisation pathways


• Regular mentoring and career development reviews


• 12 dedicated training days per year


• 6 charity days per year


• Contribution towards gym membership


• Private healthcare after six months' service


• Ongoing training and professional development support


• Exposure to a broad range of technologies and client environments


• Supportive and collaborative team culture

Location: Edinburgh City Centre

Hours: Monday to Friday, 9:00am - 5:00pm

This is an office-based position and would suit an ambitious IT professional looking to build their career within a growing MSP that places a strong emphasis on training, development and long-term progression.