1st Line IT Support Engineer (Service Desk Analyst) - Fife

1st Line Support (SDA) - IT
Ref: 229 Date Posted: Friday 24 Nov 2023

Our client is an established Managed Security Service Provider (MSSP) based in Fife, with over 30 years IT industry experience. Their client base is spread throughout Scotland, however, mainly focuses on Central Scotland, Fife, Perthshire, and Angus.

They are at the forefront of providing IT and Security services with the latest technologies both server and cloud based.


  • To be the initial contact for their clients.
  • Working and effectively communicating with the other engineers
  • Providing support by email, phone, and a ticketing system.
  • Identifying tickets and which areas can be fixed first-time.
  • Escalating to 2nd or 3rd Line support where this isn’t possible.
  • Resetting & creating users/groups
  • Basic Microsoft 365 admin tasks
  • Setting up of PCs and Applications.
  • Changing permissions (SharePoint and Windows Shares).
  • Dealing with basic Windows Server issues.
  • Checking and fixing backup’s
  • Creating, setting up and fixing issues for MS Teams.
  • Using own initiative to solve problems.
  • Be enthusiastic about personal development to 2nd Line Support level.



  • 1-2 years of Service Desk experience.
  • Knowledge of TCPIP, DNS, and Network (basics)
  • Knowledge of Microsoft 365.
  • Basic knowledge of broadband and leased line fault diagnosis.
  • Customers-facing skills, albeit by email & telephone.
  • Strong attention to detail.
  • Ability to work on your own without supervision.
  • Previous experience with Datto RMM & AutoTask a distinct advantage.
  • Must have own vehicle and full driving licence.
  • This is a hybrid working role, although initially office based until established within the business.
  • Commutable distance from Dunfermline.


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