- Company Name
- Cathcart Technology
- Job Title
- IT Support Engineer
- Job Description
-
Job title: IT Support Engineer
Role Summary: Provide first‑ and second‑line IT support in a busy, customer‑facing environment, managing Windows 11 upgrades, device refreshes, and general hardware, software, and networking issues while maintaining high service quality and adherence to ITIL processes.
Expactations: Deliver friendly, professional support; log, diagnose, and resolve incidents via ITSM tools; support Windows 11 deployment; configure and maintain desktops, laptops, mobile devices, and peripherals; administer Active Directory and Microsoft 365; troubleshoot networking (Wi‑Fi, VPN, DNS/DHCP, VoIP); enforce cybersecurity best practices; contribute to IT projects; communicate effectively with users and colleagues.
Key Responsibilities:
- Act as first contact for IT incidents and service requests
- Log, diagnose, and resolve tickets in ITIL framework, escalating when necessary
- Perform hands‑on troubleshooting for hardware, software, network, and system issues
- Manage ticket lifecycle and ensure timely resolution and clear communication
- Lead Windows 11 upgrade and general device refresh activities
- Set up, configure, and maintain laptops, desktops, mobile devices, and peripherals
- Administer user accounts and permissions in Active Directory and Microsoft 365
- Support basic networking issues (Wi‑Fi, VPN, connectivity, DNS/DHCP, VoIP, telephony)
- Assist with IT projects, system upgrades, new technology rollouts, and hardware refreshes
- Maintain compliance with cybersecurity policies and best practices
Required Skills:
- 1–3 years of 1st/2nd line IT support or service desk experience
- Strong knowledge of Windows and macOS operating systems
- Hands‑on experience with Windows 11 upgrades/deployments
- Proficiency with Microsoft 365 apps (Outlook, Teams, OneDrive)
- Familiarity with ITSM tools (ServiceNow, Freshservice, etc.)
- Solid networking fundamentals (TCP/IP, Wi‑Fi, DNS, DHCP)
- Understanding of IT security best practices
- Excellent communication, interpersonal, and customer‑first mindset
- Proactive problem solving, organized, punctual, team‑player
Required Education & Certifications:
- ITIL Foundation certification (desirable)
- Microsoft or CompTIA certifications (desirable)
Auchterarder, United kingdom
On site
Fresher
15-01-2026