Information Technology Service Engineer

IT Service Engineer - Livingston - Scotland (Onsite role) Head Resourcing is pleased to be working with a well established organisation who are looking for an experienced IT Service Engineer to join their team This is more than a traditional Service Engineer. Day-to-day first-line support is handled by a third-party provider, with this position acting as an internal escalation point for incidents, technical issues and business-critical requests. The Role You'll work closely with the third-party Service Desk and network support teams, providing internal business context, coordinating escalations and helping drive issues through to resolution. Key responsibilities include:

• Acting as an escalation point for complex or high-impact IT incidents and requests.
• Troubleshooting and supporting laptops, desktops, mobile devices and peripherals.
• Managing hardware deployments, asset tracking and lifecycle activities.
• Supporting Windows, macOS, iOS/Android and Microsoft 365 environments.
• Administering Entra ID/Azure AD, Intune, Exchange Online, Teams, SharePoint and OneDrive.
• Supporting VPN, remote access, Wi-Fi and wider connectivity issues.
• Working with third-party network providers on escalated DNS, DHCP, VLAN and connectivity issues.
• Supporting meeting-room, VoIP and unified communications technologies.
• Maintaining technical documentation and knowledge base articles.
• Contributing to service improvements and the introduction of new technology. Technical Environment You'll have exposure to a broad enterprise technology stack including: Windows 10/11 | macOS | Microsoft 365 | Entra ID | Intune | VMware/Hyper-V | TCP/IP | DNS | DHCP | Wi-Fi | VPN | ITSM tools About You We're looking for someone with previous IT Support or Service Desk experience who is comfortable working in a busy, enterprise environment. You should have:
• Strong knowledge of Windows and Microsoft 365.
• Good understanding of networking fundamentals.
• Excellent troubleshooting and problem-solving skills.
• A customer-focused approach and clear communication style.
• The confidence to manage escalations and work with third-party suppliers.
• Good organisation and attention to detail.
• A willingness to learn and take ownership of technical issues. Desirable
• Experience supporting retail or distributed environments.
• Hands-on networking experience with switches, routers, VLANs, Wi-Fi, DNS, DHCP and VPNs.
• CCNA or equivalent networking qualification. On-Call The role includes participation in a shared out-of-hours on-call rota, providing remote support for critical incidents, responding to alerts and escalating issues to specialist teams where required. Salary Up to £35k depending on experience Working Onsite 5 days per week Livingston Office, driving license required If this sounds like you, we'd like to hear from you.