Desktop Support Engineer
Job in
Glasgow, Glasgow City Area, G1, Scotland, UK
Listed on 2026-02-11
Listing for:
Sharp Brains
Full Time
position Listed on 2026-02-11
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, Technical Support, HelpDesk/Support
Job Description & How to Apply Below
- Provide Level 2 support for desktop, laptop, and peripheral‑related issues.
- Handle escalated incidents and service requests from Level 1 support teams.
- Diagnose and resolve complex hardware, software, and OS‑related issues.
- Perform root cause analysis and implement permanent fixes where possible.
- Ensure incidents are resolved within agreed SLAs
.
- Support Windows 10/11 environments and standard corporate applications.
- Manage user accounts, permissions, and group policies in Active Directory
. - Provide support for Microsoft 365 services (Outlook, Teams, One Drive, SharePoint).
- Assist with device setup, imaging, deployment, and replacement.
- Support printers, scanners, and other workplace peripherals.
- Troubleshoot basic network issues (LAN, Wi‑Fi, VPN, DNS, DHCP).
- Assist with VPN and remote access issues for end users.
- Support mobile devices and endpoint security tools (e.g., Intune, antivirus).
- Document incidents, resolutions, and procedures in the ticketing system.
- Create and maintain knowledge base articles.
- Identify recurring issues and suggest improvements or automation.
- Collaborate with Level 3 teams and other IT departments when required.
Skills & Qualifications Technical Skills
- Strong experience in Level 2 desktop support or similar role.
- Solid knowledge of Windows OS (10/11).
- Experience with Active Directory (users, groups, GPO basics).
- Hands‑on experience with Microsoft 365 administration and support.
- Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Familiarity with ITSM tools (Service Now, Jira, Remedy, etc.).
- Excellent troubleshooting and analytical skills.
- Strong communication skills with technical and non‑technical users.
- Ability to work independently and manage multiple tickets.
- Customer‑focused mindset with attention to detail.
- Experience with Intune / Endpoint Manager
. - Knowledge of Power Shell for basic scripting and automation.
- Exposure to SCCM, MDT, or device imaging tools.
- IT certifications (ITIL, Microsoft, CompTIA A+/Network+).
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