IT Customer Support Engineer

Desktop Engineer

Ref: 898Friday 10 September 2021

Company: Healthcare Industry

Role: IT Customer Support Engineer

Location: Remote (Central Belt based offices in Edinburgh & Glasgow)

Salary: Up to £25,000

Engagement: Permanent



Net Talent are excited to be recruiting for a Customer Support Engineer to work within an exciting and growing company based in Edinburgh or Glasgow and working remotely for the near future (unless required on site). This role will give you the opportunity to progress your career with internal progression opportunities and training and could be a brilliant opportunity for the right person.

You'll be part of the service delivery team, making sure the companies cloud based platform is working effectively, as well as working closely with customers internally and externally to provide support and guidance, resolve issues and answer questions.

The platform you would be working on has a genuine real world impact, making an important contribution to medical research.


The role:

  • Providing excellent service to clients and partners located around the world
  • Clarifying, troubleshooting, and finding the best solutions to problems
  • Maintaining and configuring physical and virtualised infrastructure
  • Support for new colleagues and customers regarding use of IT services
  • Creating service reports for incidents, problems, and changes
  • Auditing and reporting of our work are part of our culture so working to support that is essential
  • Adhering to Information Security policies.


Your experience:


  • You will have an eagerness to tackle problems and do whatever is needed to get them fixed whilst remaining commercially aware
  • You will already have technical service desk experience, so you’ll be comfortable with prioritising your workload, managing customers & tickets, and staying within service level agreements
  • You will have experience working directly with customers and be able to deal with issues quickly and communicate clearly via their preferred channel
  • You will be able to clarify problems and work logically to solve them, liaising with colleagues and/or third parties as/when required
  • You will have the flexibility and willingness to be involved in a broad variety of technologies, responsibilities, and tasks
  • You will want to train, upskill, and expand your technical skills
  • Experience of working at operating system level, be it Windows and/or Linux
  • Technical experience of working with infrastructure, either cloud or on premise
  • Experience of working within ITIL guidelines.



  • ITIL Foundation qualification
  • Previous experience of supporting SaaS, PaaS and/or Cloud environments (particularly Microsoft Azure)
  • Knowledge of Office 365, SharePoint, and the Microsoft suite
  • Broad technical knowledge including experience of Linux, networking, and virtualization concepts
  • Experience of programming, databases, or version control software
  • Awareness and understanding of the research or healthcare domain.