At CCN we specialise in delivering high quality IT solutions and support to SMEs, helping them stay secure, efficient, and ahead of the curve. As part of our exciting growth, we are expanding our Engineering Support Desk.
The Role:
As an experienced IT Support Helpdesk Engineer, you'll be part of a collaborative and supportive team that plays a crucial role in managing and maintaining our clients' IT infrastructure. Our work spans a wide range of technologies and services, including:
✔ Proactive Monitoring & Management – Utilising advanced RMM tools to ensure seamless IT operations.
✔ Backup & Disaster Recovery – Safeguarding critical data and ensuring business continuity.
✔ Server & Network Management – Keeping client environments optimised, secure, and up to date.
✔ Helpdesk & Phone Support – Providing expert assistance and troubleshooting for end-users.
✔ Innovative IT Solutions – Continuously improving processes and implementing the latest technology trends.
The ideal Candidate:
We’re searching for an ambitious, problem-solving engineer who is passionate about IT and eager to succeed. The ideal candidate will bring a proactive approach, and a strong customer service mindset to the role. Whether you're an experienced IT Support Engineer or looking to take the next step in your career, we will provide the training and growth opportunities to help you thrive
To succeed in this role, you will be expected to have a minimum of 3 years previous experience in a similar working environment.
Key Responsibilities in the IT Support Role:
- Your duties will include but are not limited too – attending to 1 & 2 line support issues that come into the support desk via phone or email.
- Technical Support: Provide high quality customer support via phone, email, and helpdesk, addressing and resolving technical issues efficiently.
- User Account Administration: Manage Active Directory user creation, modifications, and deactivation as required.
- Device & Printer Management: Configure, install, and troubleshoot network printers and other peripheral devices.
- Microsoft 365 / Azure Administration: Perform user management tasks, including licence assignments, mailbox configurations, and security updates.
- Network Resource Management: Map network drives and ensure seamless access to shared resources.
- Password Management: Assist users with password resets and account recovery procedures while maintaining security best practices.
- Problem-Solving & Infrastructure Adaptation: Diagnose and resolve IT-related issues across multiple client infrastructures, requiring strong analytical skills and the ability to quickly adapt to different environments.
- To offer help and guidance to members of your team assisting then to problem solve or identify solutions as and when required to keep the helpdesk running smoothly
Essential Skills & Experience
Microsoft 365 Administration:
- Expertise in Microsoft 365, including OneDrive, SharePoint, 2FA (Multi-Factor Authentication), mailbox management, and shared mailbox creation.
- Proficiency in Microsoft 365 licensing, ensuring correct licence allocation and compliance.
- Identity & Access Management: Hands-on experience with Active Directory and Entra ID, including user creation, password resets, and permission allocation.
- Understanding & working knowledge of core networking technologies, including DNS, DHCP, TCP/IP, and file-sharing protocols.
- Understanding of network resource management, including printer configurations and shared drive access.
Desktop Support & Troubleshooting:
- In-depth experience with Windows 10/11, including diagnostics for performance issues, hardware checks, Office 365 troubleshooting, and Windows updates.
- Ability to diagnose and resolve software and hardware-related issues on end-user devices.
Personal Attributes
- Resilient & Determined – Strong-willed with the ability to handle challenges and persist in problem-solving.
- Effective Communicator – Excellent verbal and written communication skills, with a professional and courteous phone manner.
- Team Player – Collaborative and supportive, capable of working effectively within a team environment.
- Time Management – Ability to prioritize tasks, manage workloads efficiently, and meet deadlines.
- Analytical & Research-Oriented – Strong research skills to troubleshoot complex issues and stay updated on industry trends.
- Problem-Solving Mindset – Logical and proactive approach to diagnosing and resolving technical issues.
- Adaptability & Flexibility – Capable of adjusting to changing priorities and working across diverse IT environments.
- Patience & Customer-Focused – Calm and professional when assisting users, ensuring a positive customer experience.
- Independent & Self-Motivated – Ability to work autonomously, take initiative, and manage responsibilities with minimal supervision.
- Attention to Detail – Thorough and meticulous in troubleshooting, documentation, and implementation of IT solutions to ensure accuracy and reliability.
What We Offer:
- Career Growth & Development – Opportunities to upskill, earn certifications, and advance in your career.
- A Supportive Team Culture – Work alongside knowledgeable professionals in a collaborative environment.
- Exciting & Diverse Work – Every day brings new challenges and opportunities to work with different technologies.
- Competitive Salary & Benefits – Recognizing your expertise and contributions to our success.
Compensation & Benefits
Salary: Competitive, in the range of £28,000 – £35,000 per annum, based on experience and qualifications.
Holiday Allowance: 30 days annual leave, including bank holidays.
Hybrid Flexible working environment 3 days in the Perth office 2 days remote working from home.
Professional Development: On-the-job training and support for Microsoft certifications to enhance career growth.
Job Type: Full-time – Monday to Friday
Pay: £28,000 – 35,000 per year
Company pension
Free parking– Site Parking
