Service Desk Engineer

Ready to start your career in IT support?

Tycom Limited is a long established Aberdeen based Managed Service Provider, trusted by businesses across Scotland for more than 45 years. As a Microsoft Partner and Cyber Essentials PLUS Certification Body, we deliver secure, modern IT solutions that keep our clients connected, protected, and productive.

We are looking for a Level 1 Service Desk Engineer to join our growing service desk team. This role is ideal for someone at the start of their IT career, with a good grounding in Microsoft technologies, a strong customer service mindset, and a genuine desire to learn and develop their skills in a professional MSP environment.

You will be the first point of contact for our clients, helping to resolve day to day IT issues and ensuring users receive a friendly, professional, and responsive support experience.

What You Will Do

• Act as first line support for client IT issues via phone, email, and remote support tools
• Log, prioritise, and manage support tickets in line with agreed processes and SLAs
• Troubleshoot common issues relating to Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and Windows 11
• Support user and device administration tasks within Microsoft Entra ID and Microsoft 365
• Assist with new user setups, password resets, device provisioning, and access requests
• Perform endpoint troubleshooting including connectivity, updates, printers, and peripherals
• Follow procedures and contribute to maintaining accurate client documentation
• Escalate more complex issues to senior engineers with clear notes and diagnostics
• Deliver a consistently positive and professional experience to end users

What You Will Bring

• Previous experience in an IT support role, service desk, helpdesk, or a strong relevant qualification
• Knowledge of Microsoft 365, Windows 11, and common desktop applications
• Good problem solving skills and a willingness to learn new technologies
• Strong communication skills with the ability to explain issues clearly and calmly to users
• A positive attitude, good organisation skills, and the ability to manage multiple tickets
• An interest in developing a career in IT support within a Managed Service Provider
• A full UK driving licence and the unrestricted right to work in the UK

Training and Development

This role includes ongoing professional development through structured on the job training, self paced Microsoft learning, and support towards achieving relevant Microsoft certifications. As your skills develop, there will be clear opportunities to progress to more advanced technical responsibilities.