Information Technology Support Engineer

Salary: £55,000 - 78,000 per year

Requirements:

• Proven experience providing end-user IT support in a live operational environment.
• Strong customer-focused approach with the ability to explain technical concepts clearly to non-technical users.
• Ability to remain calm and effective under pressure during high-volume deployment activity.
• Strong observation and analytical skills to identify patterns and trends from multiple small issues.
• Ability to follow defined processes and escalation routes with discipline.
• Willingness to work on-site across a range of locations.
• Experience supporting large-scale device rollouts or technology change programmes.
• Knowledge of corporate desktop and laptop environments.
• Familiarity with structured IT support or service management processes.

Responsibilities:

• Provide visible, onsite support to end users immediately following device deployment activity.
• Assist users with first log on issues, profile initialisation, and basic device familiarisation.
• Support users in reconnecting to the corporate network and verifying access to core services and applications.
• Provide calm, professional reassurance to users during periods of change, helping to reduce resistance and anxiety associated with device refresh.
• Support orderly user flows during deployment days to minimise disruption to services and operations.
• Act as the first on site point of contact for post deployment technical issues not captured during initial handover.
• Triage user issues effectively, determining whether they can be resolved through guidance or require escalation.
• Log and escalate issues via agreed support routes, including the Service Desk and Supplier support mechanisms, in line with processes.
• Ensure that issues are described clearly and factually to enable efficient resolution by downstream support teams.
• Identify recurring or systemic issues emerging across multiple users or sites.
• Differentiate isolated, user specific issues from wider deployment or configuration problems.
• Provide structured feedback to logistics leads and programme management to support corrective action.
• Contribute to avoiding repeat failures by feeding lessons learned into future deployment planning.
• Work closely with site contacts, service managers and deployment teams to ensure local coordination during deployment activity.
• Maintain awareness of site-specific constraints and adjust support focus accordingly.
• Represent the organisation professionally at all times, reinforcing confidence in the deployment process.
• Maintain accurate notes and handovers where issues remain unresolved at the end of onsite support periods.

Technologies:

• Support
• Network

More:

We are a public sector organisation in Glasgow recruiting a Floorwalker / Deployment Support Engineer for an initial 6 month contract at a rate of £200/day (Inside IR35). The role will be based in Glasgow and focuses on supporting users during device deployment activity.

last updated 37 week of 2026