Technical Support Engineer

About Brightsolid

Put simply, we help our customers get the right mix of cloud services they need to power their business. Our managed hybrid cloud services are unique in Scotland, combining private cloud and colocation from our data centres in Aberdeen and Dundee, with public cloud services from AWS. With 25 years of experience, we’re a first choice as trusted advisors to help Scotland’s public and private sector take full advantage of the potential and benefits of the cloud. This breadth of solution and level of experience sets us apart from other companies. We put our customers first, always. Our skilled and highly certified team pride ourselves on building strong relationships and getting cloud right for our customers – every time.

Do you want to inspire our customers by helping them successfully adopt the next generation of hybrid cloud services to drive business advantage? Do you have a strong track record working with Windows Server, AD, 0365, hardware & backup solutions?

If the answer is YES, then we have an exciting opportunity to join our team based in Aberdeen or Dundee.

What will you do at Brightsolid?

Brightsolid is looking for a Technical Support Engineer with great customer service skills and a strong working knowledge of core technologies such as Windows Server, 0365 & Active Directory Administration, Azure, DNS, DHCP as well as hardware support skills. This is a hands-on technical role; the successful candidate must be able to demonstrate current practical experience with the above technologies.

Working closely with the Technical Support Team and other operational teams –

You will be:

• Acting as the first point of contact for customer calls, emails and tickets relating to service requests, incidents and changes ensuring they are managed within our Cherwell ITSM platform based on our standard service management processes.
• Ensuring our customer requests, incidents and changes are responded to within agreed service levels and where possible fulfilled within our agreed resolution targets including escalation to our engineering teams or third-party partners for further support.
• Triaging and resolving low-medium complexity requests and incidents covering technologies such as Windows Server, Hyper-V, VMWare & Veeam.
• Ensuring that knowledge articles and supporting documentation are accurately maintained.
• Capturing and sharing knowledge and experience across the Technical Support team and broader organisation through knowledge articles, videos, and training sessions.

What are we looking for?

We recognise that this role requires a unique blend of customer service and technical skills and experience.

To be successful you will bring:

• Desire to consistently deliver a high-quality service to our customers.
• Ability to breakdown and solve low-medium complexity technical problems across multiple technology domains.
• Strong working level of systems administration knowledge ideally covering Windows Server, O365, AD, DNS & hardware (e.g. servers, storage).
• Good written and verbal communication skills with a patient and professional telephone manner.
• Awareness of security good practices.

How to stand out?

It is essential that you have previous experience of working as a Technical Support Engineer or Service Desk Analyst for a large enterprise or managed service provider. You will ideally hold a degree in a relevant field or be able to demonstrate equivalent work experience. Microsoft, CompTIA, Linux, or similar certifications would be a plus.

To apply for this role, please follow our online application process and submit a CV and cover letter.

This is a full-time, permanent position, working 35 hours per week from brightsolid’s Dundee or Aberdeen office. We offer a generous package including 34 days holiday, health cash plan, excellent pension, a competitive salary, and many more staff discounts and benefits.

We are an equal opportunity employer and encourage applications from everyone and do not discriminate on the basis of race, religion, gender, sexual orientation, age, marital status, disability or any other protected characteristics.

If you have any issues with your application, please email recruitment@dcthomson.co.uk

Please note that we reserve the right to close the vacancy early once we have received suitable applications. Therefore, please ensure you submit your application as early as possible to avoid disappointment.