Technical Support Engineer

Lucid Connect Ltd; Inverness; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Life assurance

Training & development opportunities

Supportive team environment

Work across enterprise IT environments

23 days annual leave + public holidays

Job summary

Lucid Connect Ltd. is seeking a Deskside Support Technician to join our IT support team. You will provide hands-on desktop, laptop, software, and peripheral support and serve as an escalation point for complex incidents.

You will work with Service Desk, Infrastructure, and third-line teams to maintain service levels and ensure a positive user experience. Excellent troubleshooting and customer service skills are essential.

Qualifications

• Experience in Deskside/IT support roles.
• Strong Windows OS knowledge.
• Experience with Microsoft 365 applications.
• Excellent troubleshooting and communication skills.
• Ability to manage multiple workloads.
• Customer-focused with service excellence.
• Experience in enterprise IT environment.
• Familiarity with ITIL principles.

Responsibilities

• Provide onsite and deskside IT support for end users.
• Take ownership of incidents from diagnosis through resolution.
• Investigate and resolve desktop, hardware, software, and application issues.
• Escalate complex issues while maintaining ownership of the ticket.
• Build strong relationships with users and stakeholders through customer service.
• Ensure accurate ticket updates and high-quality documentation.
• Support device deployment, configuration, and replacement activities.
• Contribute to continuous improvement and knowledge sharing within the team.
• Follow established IT service management processes and best practices.
• Maintain service excellence while meeting response and resolution targets.

Skills

Deskside Support

IT Support

Service Desk

Desktop Support

Windows OS

MS 365

ITIL Foundation

CompTIA A+

Customer Service

Multi-vendor hardware

Education

Microsoft Windows & Microsoft 365 certifications

Job description

We are looking for customer-focused Deskside Support Technicians to join our growing IT support team. This is an excellent opportunity for experienced IT professionals who enjoy working directly with end users, resolving technical issues, and delivering outstanding customer service.

As a Deskside Support Technician, you will provide hands‑on technical support for desktop, laptop, software, and peripheral issues. Acting as an escalation point for more complex incidents, you will take ownership of problems through to resolution while ensuring a positive user experience.

You will work closely with Service Desk, Infrastructure, and third‑line support teams to maintain service levels and support business operations.

Key Responsibilities

• Provide onsite and deskside IT support for end users.
• Take ownership of incidents and service requests from diagnosis through to resolution.
• Investigate and resolve desktop, hardware, software, and application issues.
• Escalate complex technical issues where appropriate while maintaining ownership of the ticket.
• Build strong relationships with users and stakeholders through excellent customer service.
• Ensure accurate ticket updates and maintain high-quality documentation.
• Support device deployment, configuration, and replacement activities.
• Contribute to continuous improvement initiatives and knowledge sharing within the team.
• Follow established IT service management processes and best practices.
• Maintain service excellence while meeting agreed response and resolution targets.

Skills & Experience

• Previous experience in a Deskside Support, IT Support, Service Desk, or Desktop Support role.
• Strong knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft 365 applications.
• Excellent troubleshooting and diagnostic skills.
• Strong verbal and written communication skills.
• Ability to manage and prioritise multiple workloads effectively.
• Customer-focused approach with a commitment to service excellence.
• Experience working within a complex enterprise IT environment.
• Understanding of ITIL principles and best practices.
• Experience supporting multi-vendor hardware and software environments.
• Experience handling escalations and resolving complex user issues.

Qualifications

• ITIL Foundation
• CompTIA A+
• Microsoft Windows and Microsoft 365 certifications

What We Offer

• Competitive salary up to £35,000
• 23 days annual leave plus public holidays
• Life assurance benefit
• Ongoing training and professional development opportunities
• Supportive team environment
• Opportunity to work across a variety of enterprise IT environments

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values ‘Honesty, Integrity and Pragmatism’. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics. If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.