It Support Engineer - Projects
5 hours ago
Dundee
Keystone Recruitment Partners are delighted to be working with our family-owned and growing Scottish client based in Dundee. We are seeking a highly skilled and proactive 2nd/3rd line engineer with experience in project work to join them in the MSP space. This role sits at the heart of project delivery and technical escalation function, combining hands-on project implementation with ownership of complex, high-impact support issues. This position is responsible for delivering technical projects end-to-end while also acting as a senior technical escalation point for the Service Desk. You will handle the most complex and critical escalated tickets across Microsoft 365, Azure, networking, and on-premise server environments, ensuring issues are resolved effectively and in line with company standards. The role requires deep technical expertise, strong problem-solving ability, excellent organisation, and confident client communication. You will be comfortable managing change in live environments, working independently, and visiting client sites where required. Key responsibilities Plan, deliver, and implement IT projects including infrastructure upgrades, cloud migrations, security improvements, and network deployments. Own and resolve escalated support tickets from the Service Desk across: • Microsoft 366 / Office 365 - Azure - Networking (firewalls, switches, routing, wireless) - On-premise servers and core infrastructure Act as the final technical escalation point, providing leadership and resolution for complex or business-critical issues Qualifications & experience Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Minimum 5 years’ hands-on experience in IT support, ideally within a Managed Service Provider (MSP) environment. Proven experience in project delivery and senior technical escalation, or clear progression toward this level within an MSP. Strong technical expertise across Microsoft 365, Azure, and Windows Server (on-premise and cloud) environments. Solid networking knowledge including TCP/IP, DNS, DHCP, VLANs, routing, and firewalls. Demonstrable experience delivering infrastructure and cloud projects from design through to completion. Advanced troubleshooting skills with a calm, structured, and methodical approach. Strong problem-solving ability with the aptitude to analyse complex technical issues and implement effective solutions. Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical stakeholders. Highly organised, able to manage multiple priorities effectively in a fast-paced environment. Keen interest in emerging technologies and using technology to streamline and improve processes. VOIP system experience desirable. Relevant technical certifications desirable (e.g. Microsoft, Azure, CompTIA A+/Network+/Security+, or equivalent). Full UK driving licence is essential (regular client site visits required). In return our client is offering an excellent package with salary of up to £40,000 plus a range of other benefits including training, certification. Please note this role is fully office/on-client site