Job Description:

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.