CO 3 1ST LINE IT SUPPORT ENGINEER

ScotRail Trains Limited; Glasgow; Hybrid; GBP 31,000; Full time

Job summary

A leading rail transport company in Scotland is looking for a 1st Line IT Support Engineer. This role is crucial for providing assistance to end users and stakeholders, documenting incidents, and resolving IT issues. Candidates should have a strong background in customer service and Microsoft technologies. The position offers a hybrid working model and a competitive salary of £30,648 per annum with various employee benefits including free rail travel.

Benefits

Contributory Final Salary Pension scheme

Free and reduced-rate rail travel

Generous holiday allowance

Enhanced company sick pay

Life insurance cover for 4× annual salary

Qualifications

• Excellent problem-solving and troubleshooting skills.
• Experience of Microsoft technologies, including cloud-based services like O365.
• Enjoy helping others and providing superb customer service.

Responsibilities

• Be the first point of contact for end users requiring IT assistance.
• Document incidents and requests accurately for prompt resolution.
• Monitor security events and act on identified risks.

Skills

Customer service

Microsoft technologies

Active Directory

Problem-solving skills

Interpersonal skills

Job description

With more than 5,000 employees, ScotRail plays a vital role in serving the people and communities of Scotland. We recognise a modern and diverse workforce, encouraged to use their talents, and develop their skills, is integral to our success in serving and reflecting the communities of Scotland. We are committed to being a diverse and inclusive employer and have also set ourselves ambitious sustainability targets including having a carbon-free railway in Scotland by 2035.

Role

CO 3 1ST LINE IT SUPPORT ENGINEER (Contract - Permanent)

This role presents an excellent opportunity to join our Service Desk IT team. You will be the first point of contact for end users and, in some cases, stakeholders and suppliers, who require assistance from the ScotRail IT department. This could be with company‑issued hardware, software, mobile devices and assistance with the fulfilment of requests. The role involves accurately documenting incidents and requests and using available knowledge‑base information to provide a prompt first‑time fix where possible. You will provide a great level of customer service to our users to support ScotRail’s delivery of a safe and punctual railway. Along with providing user support, the role will play a key part in protecting the security and availability of the ScotRail IT estate by carrying out regular monitoring of security events and acting on any identified risks. You will liaise with the second‑line team for any fault escalations and work with them to improve processes and documentation where required. From time to time this role may be expected to carry out additional work supporting projects, security‑related work or supporting the second‑line support team.

Please note that due to the volume of interest received these vacancies could close prior to the published date.

What You Bring

Essential Skills & Experience:

• Enjoy helping others and providing superb customer service.
• Experience of Microsoft technologies, including cloud‑based services like O365.
• Experience in Active Directory and user‑management systems.
• Excellent problem‑solving and troubleshooting skills.
• Excellent interpersonal and organisational skills.

Desirable Skills & Experience:

• Experience working within an on‑site Service Desk.
• ITIL Certification to foundation level.
• Experience of supporting Android operating system.
• Experience of working with Active Directory and Azure Active Directory.

Hours Of Work

Working 35 hours per week on a rotation shift pattern of 5 days from 7. Monday‑Friday: earliest start 0700 hours and latest finish 2200 hours. Saturday‑Sunday: earliest start 0700 hours and latest finish 1800 hours. 2 rest days per week. This is a hybrid working position with the early shifts/weeks and certain Bank Holidays based in ScotRail Headquarters in Glasgow city centre (1 minute walk from Central Station). The later shifts, weekends and certain Bank Holidays will be worked from home.

Reference Salary

£30,648 per annum.

Selection process

Selected candidates will be invited to a competency‑based interview. All offers are subject to passing pre‑employment checks which include a criminal record check, medical assessment and referencing.

What We Offer You

• Contributory Final Salary Pension scheme.
• Free and reduced‑rate rail travel for you and your family, where applicable.
• Generous holiday allowance.
• Enhanced company sick pay and family leave including maternity, paternity and adoption.
• Life insurance cover for 4× annual salary.
• Contributory lifestyle benefit options including discounts at hundreds of retailers, cycle‑to‑work scheme, discounted gym memberships and healthcare cashback plan.

Equal Opportunities

ScotRail is six‑times accredited as a Top Employer, has achieved Leaders in Diversity and is a Disability Confident Employer. We value, celebrate, and respect the diversity of our people and aim to inspire, attract, retain, and develop the best talent. Because we value diversity and the benefits it brings, we want to continue improving the diversity of our people and particularly welcome applications from women, young people, LGBT+ people, people with a disability, and people from ethnically diverse backgrounds.