Remote IT Support Technician (UK) - 1st/2nd Line Helpdesk

TeleTech Holdings, Inc.; Glasgow; Hybrid; GBP 29,000 - 39,000; Full time

Benefits offered by this job

25 days annual leave

Company pension

Life Assurance 4x salary

Contributory pension

Private Medical Insurance

Travel insurance

Discounts on brand new vehicles

Employee Assistance Program

Cycle to work

Free on-site parking

Job summary

Percepta, established in 2000, is seeking an IT Support Services Technician to join our UK team. Based in the United Kingdom, you will provide first and second-line support, handle tickets, and assist with hardware and software tasks across our environment.

You'll log incidents in ServiceNow, manage user access, and work across shifts, including on-call cover. This role offers a competitive salary and performance bonus, with remote work options and occasional travel to Rutherglen.

Qualifications

• Associate degree or equivalent IT work experience.
• CompTIA A+ desirable.
• CompTIA Network+ desirable.
• Mid-level experience of Help Desk or Desktop hardware and software 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, ticketing, and chat.
• Log, document, and track incidents in ServiceNow or 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 on-call cover, while escalating complex issues appropriately.

Skills

Communication skills

Customer service

Windows 10/11

Outlook/Office 365

Time management

Problem solving

Under pressure

Education

Associate degree or equivalent IT experience

Tools

ServiceNow

Azure

AWS

Office 365

Job description

Percepta, established in 2000, is seeking an IT Support Services Technician to join our UK team. Based in the United Kingdom, you will provide first and second-line support, handle tickets, and assist with hardware and software tasks across our environment.

You'll log incidents in ServiceNow, manage user access, and work across shifts, including on-call cover. This role offers a competitive salary and performance bonus, with remote work options and occasional travel to Rutherglen.