About the job

IT Support Engineer

Working pattern: Hybrid. x3 days a week.

Location: Edinburgh

A UK-wide professional services firm is hiring a Senior IT Support Engineer to sit at the top of its Edinburgh service desk.

Everything that first line and self-service cannot close comes to you. The firm is pushing hard on automation, which changes the shape of the job rather than shrinking it: the tickets that still reach a person are the ones with something genuinely wrong underneath them, and the work is as much about stopping them recurring as closing them.

What you would be running:

• The complex end of the queue, and the diagnostic work that goes with it rather than a faster route to closing.
• Escalations from the wider desk, including the technical decision and the coaching that follows it.
• Device build and deployment through Intune and Autopilot, from packaging through to what a new starter actually receives.
• Identity and access work in Entra ID, covering joiners, movers and leavers and the permissions that follow them around.
• Root cause work inside a cross-functional problem management team, turning repeat incidents into fixes.

What they need from you:

• Two to three years in a senior support, second line or endpoint role where escalations stopped with you rather than moved through you.
• Microsoft Intune at configuration level: Win32 and MSI application packaging and deployment, configuration and compliance policies, device enrolment, update rings.
• Windows Autopilot end to end, including enrolment and deployment profiles, OOBE, and the provisioning behind a machine arriving ready to use.
• Microsoft Entra ID: device join and registration, account provisioning and de-provisioning, groups, roles, access and permissions management, and conditional access and MFA where you have worked with them.
• Microsoft 365 administration across Exchange Online, Teams, SharePoint and OneDrive, including licensing, mailbox problems and the admin centres you would fix them in.
• Windows 10 and 11 on the desktop, plus what sits underneath it: event logs, profile and performance issues, driver and update failures.
• Service desk tooling beyond raising tickets, meaning workflow configuration, service catalogue and a CMDB you have kept accurate rather than inherited.
• Scripting for automation, most likely PowerShell, because a real part of this role is removing repeat work rather than absorbing it.
• Communication that holds up with users who are frustrated and not technical, which describes most of the people who reach you.
•