IT Support Engineer

Working pattern:
Hybrid. x3 days a week.

Location:
Edinburgh

A UK-wide professional services firm is hiring a Senior IT Support Engineer to sit at the top of its Edinburgh service desk.

Everything that first line and self-service cannot close comes to you. The firm is pushing hard on automation, which changes the shape of the job rather than shrinking it: the tickets that still reach a person are the ones with something genuinely wrong underneath them, and the work is as much about stopping them recurring as closing them.

What you would be running:

• The complex end of the queue, and the diagnostic work that goes with it rather than a faster route to closing.
• Escalations from the wider desk, including the technical decision and the coaching that follows it.
• Device build and deployment through Intune and Autopilot, from packaging through to what a new starter actually receives.
• Identity and access work in Entra , covering joiners, movers and leavers and the permissions that follow them around.
• Root cause work inside a cross-functional problem management team, turning repeat incidents into fixes.

What they need from you:

• Two to three years in a senior support, second line or endpoint role where escalations stopped with you rather than moved through you.
• Microsoft Intune at configuration level:
  Win
  32 and MSI application packaging and deployment, configuration and compliance policies, device enrolment, update rings.
• Windows Autopilot end to end, including enrolment and deployment profiles, OOBE, and the provisioning behind a machine arriving ready to use.
• Microsoft Entra e join and registration, account provisioning and de-provisioning, groups, roles, access and permissions management, and conditional access and MFA where you have worked with them.
• Microsoft 365 administration across Exchange Online, Teams, SharePoint and One Drive, including licensing, mailbox problems and the admin centres you would fix them in.
• Windows 10 and 11 on the desktop, plus what sits underneath it: event logs, profile and performance issues, driver and update failures.
• Service desk tooling beyond raising tickets, meaning workflow configuration, service catalogue and a CMDB you have kept accurate rather than inherited.
• Scripting for automation, most likely Power Shell, because a real part of this role is removing repeat work rather than absorbing it.
• Communication that holds up with users who are frustrated and not technical, which describes most of the people who reach you.

Useful but not essential: a degree in IT or computer science, CompTIA A+ or Network+, Microsoft certifications such as MD-102, MS-900 or AZ-104, Power Automate, Defender for Endpoint, and practical use of generative AI tooling to speed up your own diagnosis and learning.

What you get back: 26 days holiday pro-rata plus bank holidays with most of it takeable flexibly, buy and sell holiday, private medical insurance, critical illness and dental cover, discounted gym membership, eye care vouchers, cycle to work, digital GP, professional study support, and no out of hours. Major outages sit with a separate on-call infrastructure team.

Please note, our customer is unable to sponsor at this time.