Job Title: Senior IT Support Specialist (Desktop / End-User Support)

Location: Eden Park, Glasgow, UK

Type: Backfill

Durations:

Working Hours:

Language Requirement: Bilingual (German & English)

About the Role

We are seeking an experienced Senior IT Support Specialist to provide high-quality end-user support in a dynamic environment. The ideal candidate will bring strong technical expertise along with the ability to engage confidently with executives, MSPs, and external vendors.

This role requires hands-on experience supporting both office and manufacturing environments, with a proactive approach to problem-solving and continuous improvement.

Key Responsibilities

• Provide end-user support for hardware, software, and networking issues
• Install, configure, and troubleshoot desktops, laptops, and peripherals
• Guide users through application installations and device setups
• Diagnose and resolve technical issues using targeted troubleshooting techniques
• Deliver clear, step-by-step guidance to end users (remote and onsite)
• Perform remote troubleshooting and implement alternative solutions as needed
• Configure and customize desktop applications based on user requirements
• Log incidents, root causes, and resolutions accurately in ServiceNow
• Ensure all tickets are properly tracked and resolved within SLA timelines
• Escalate complex issues to Tier 2/3 teams or relevant stakeholders
• Manage multiple support requests while maintaining high service quality
• Follow up with users to ensure complete resolution and satisfaction
• Communicate effectively with users and provide timely status updates
• Capture user feedback and recommend system or process improvements
• Maintain and contribute to knowledge bases and technical documentation
• Support an IT environment of approximately 300 users

Technical Skills & Requirements

• Strong experience with Windows 10 & Windows 11 (Windows 7 is a plus)
• Proficiency in Microsoft 365, including Teams and Multi-Factor Authentication (MFA)
• Experience supporting Android and iOS devices in a corporate environment
• Familiarity with enterprise systems:
• ERP: SAP
• MES: GFOS
• DMS: DOXIS
• Experience with ticketing tools such as ServiceNow

Preferred Experience

• Prior IT support experience within a manufacturing environment
• Ability to support both office staff and shop floor users
• Strong communication skills to interact across all organizational levels

Key Competencies

• Excellent problem-solving and analytical skills
• Strong organizational and multitasking abilities
• Customer-focused mindset with a proactive approach
• Ability to work collaboratively across teams and stakeholders