Information Technology Technician

Information Technology Technician

Posted 4 days ago by Sharp Brains

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Negotiable
Undetermined
Undetermined
Greater Glasgow Area
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Android (Operating System) Apple IOS Authentications Computer Hardware End-User Training And Support Microsoft 365 Microsoft Windows Microsoft Windows 7 Microsoft Windows 10 Multi-Factor Authentication Multitasking Remote Troubleshooting SAP Applications Stakeholder Management

Summary: The Senior IT Support Specialist role focuses on delivering high-quality end-user support in a dynamic environment, particularly for hardware, software, and networking issues. The candidate must possess strong technical skills and the ability to engage with various stakeholders, including executives and external vendors. This position requires hands-on experience in both office and manufacturing settings, emphasizing proactive problem-solving and continuous improvement. Bilingual proficiency in German and English is also a requirement for this role.

Key Responsibilities:

  • Provide end-user support for hardware, software, and networking issues
  • Install, configure, and troubleshoot desktops, laptops, and peripherals
  • Guide users through application installations and device setups
  • Diagnose and resolve technical issues using targeted troubleshooting techniques
  • Deliver clear, step-by-step guidance to end users (remote and onsite)
  • Perform remote troubleshooting and implement alternative solutions as needed
  • Configure and customize desktop applications based on user requirements
  • Log incidents, root causes, and resolutions accurately in ServiceNow
  • Ensure all tickets are properly tracked and resolved within SLA timelines
  • Escalate complex issues to Tier 2/3 teams or relevant stakeholders
  • Manage multiple support requests while maintaining high service quality
  • Follow up with users to ensure complete resolution and satisfaction
  • Communicate effectively with users and provide timely status updates
  • Capture user feedback and recommend system or process improvements
  • Maintain and contribute to knowledge bases and technical documentation
  • Support an IT environment of approximately 300 users

Key Skills:

  • Strong experience with Windows 10 & Windows 11 (Windows 7 is a plus)
  • Proficiency in Microsoft 365, including Teams and Multi-Factor Authentication (MFA)
  • Experience supporting Android and iOS devices in a corporate environment
  • Familiarity with enterprise systems: ERP: SAP, MES: GFOS, DMS: DOXIS
  • Experience with ticketing tools such as ServiceNow
  • Prior IT support experience within a manufacturing environment
  • Ability to support both office staff and shop floor users
  • Strong communication skills to interact across all organizational levels

Salary (Rate): undetermined

City: Glasgow

Country: UK

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

Job Title: Senior IT Support Specialist (Desktop / End-User Support)

Location: Eden Park, Glasgow, UK

Type: Backfill

Durations:

Working Hours:

Language Requirement: Bilingual (German & English)

About the Role

We are seeking an experienced Senior IT Support Specialist to provide high-quality end-user support in a dynamic environment. The ideal candidate will bring strong technical expertise along with the ability to engage confidently with executives, MSPs, and external vendors. This role requires hands-on experience supporting both office and manufacturing environments, with a proactive approach to problem-solving and continuous improvement.

Key Responsibilities

  • Provide end-user support for hardware, software, and networking issues
  • Install, configure, and troubleshoot desktops, laptops, and peripherals
  • Guide users through application installations and device setups
  • Diagnose and resolve technical issues using targeted troubleshooting techniques
  • Deliver clear, step-by-step guidance to end users (remote and onsite)
  • Perform remote troubleshooting and implement alternative solutions as needed
  • Configure and customize desktop applications based on user requirements
  • Log incidents, root causes, and resolutions accurately in ServiceNow
  • Ensure all tickets are properly tracked and resolved within SLA timelines
  • Escalate complex issues to Tier 2/3 teams or relevant stakeholders
  • Manage multiple support requests while maintaining high service quality
  • Follow up with users to ensure complete resolution and satisfaction
  • Communicate effectively with users and provide timely status updates
  • Capture user feedback and recommend system or process improvements
  • Maintain and contribute to knowledge bases and technical documentation
  • Support an IT environment of approximately 300 users

Technical Skills & Requirements

  • Strong experience with Windows 10 & Windows 11 (Windows 7 is a plus)
  • Proficiency in Microsoft 365 , including Teams and Multi-Factor Authentication (MFA)
  • Experience supporting Android and iOS devices in a corporate environment
  • Familiarity with enterprise systems: ERP: SAP MES: GFOS DMS: DOXIS
  • Experience with ticketing tools such as ServiceNow

Preferred Experience

  • Prior IT support experience within a manufacturing environment
  • Ability to support both office staff and shop floor users
  • Strong communication skills to interact across all organizational levels

Key Competencies

  • Excellent problem-solving and analytical skills
  • Strong organizational and multitasking abilities
  • Customer-focused mindset with a proactive approach
  • Ability to work collaboratively across teams and stakeholders
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