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Job Title: Regional IT Support Specialist

Location: Multiple regions (Scotland/England)

Office: Glasgow

Department: IT

Reports to: IT Service Desk Manager

Role Purpose

The Regional IT Support Specialist is responsible for delivering high quality, on site and remote IT support to staff across multiple locations within their assigned region. This role ensures that employees receive timely assistance with technical issues, hardware installations, training, and systems. The Regional IT Support Specialist will also complete scheduled site visits, perform hardware deployments, maintain documentation, and act as a local IT contact for regional operations and projects.

This position works closely with both local teams and the central IT department to ensure alignment, consistency, and smooth operation of our technology and systems.

Key Responsibilities

Incident & Request Handling

• Work as part of the IT service desk team to help support and ticket requests.

• Diagnose and resolve 1st and 2nd line support issues in accordance with SLAs.

• Process user access requests, and onboarding/offboarding tasks.

• Provide hands on support to staff throughout the region.

• Complete site visits and provide local support and training as required.

• Work closely with the central IT Support teams on incidents, service requests and product support.

• Perform basic network and connectivity troubleshooting.

• Configure and deploy laptops, desktops, and peripheral hardware.

• Support video conferencing and meeting room technologies.

Customer Service & Communication

• Deliver a professional, friendly, and customer-centric support experience.

• Keep users informed of ticket progress and resolution timelines.

• Create and update knowledge base articles for common issues.

Skills & Competencies

• Experience of working within an IT support role in a multi-site or regional environment (preferred).

• Experience with ITSM platforms such as FreshDesk, ServiceNow, ManageEngine, or Jira Service Management.

• Excellent communication and customer service skills.

• Ability to work independently, travel across sites, and manage workload effectively.

• Strong problem solving skills with a proactive, hands on approach.

• Ability to create clear documentation and deliver user friendly training.

Additional Requirements

• Full UK driving licence

• Flexibility to travel to different locations across the region.

• Ability to work occasionally outside standard hours for major deployments or urgent issues.

Qualifications & Education

• Minimum Level 3 qualification in IT (e.g., Level 3 Diploma in IT Systems Support, Level 3 BTEC in IT, or equivalent).

• Or more than 3 years’ experience working in a similar IT support role.