Job Description

We will only consider candidates who currently love within 30 miles of Livingston. Please do not apply if you stay out with this geography as your application will not be considered. Thank you for your understanding.

About Us

Workflo Solutions is a leading Scottish provider of outsourced IT, managed print, digitisation, and communication technology. We are dedicated to delivering high-quality technical support and IT solutions to a diverse range of clients. We pride ourselves on our commitment to excellent customer service, rapid issue resolution, and our proactive approach to IT management.

Role Summary

We are seeking an experienced

Level 2/3 helpdesk & Hosted Telephony technician

to join our team. This role will support our clients by providing advanced technical assistance, both on our helpdesk and at client premises, troubleshooting complex issues, and contributing to the development and implementation of robust IT solutions. The level 2/3 Technician will serve as a key escalation point for technical issues, mentor junior technicians, and support project delivery and system maintenance for client environments.

Key Responsibilities

Hosted Telephony provision, configuration & support: Provide high-level technical support for VOIP setup and support, ensuring issues are resolved promptly to minimise downtime for clients.

Technical Support

: Provide high-level technical support for IT incidents and service requests, ensuring issues are resolved promptly to minimise downtime for clients.

Issue Escalation

: Act as a primary escalation point for complex technical issues that junior technicians cannot resolve.

System Administration

: Perform advanced administration and maintenance on client systems, including servers, networks, hardware, and software.

Network Management

: Monitor and troubleshoot network performance, resolving connectivity issues, implementing firewall and security configurations, and managing VPN setups.

Project Support

: Collaborate on client projects, such as system upgrades, cloud migrations, and infrastructure deployments, to ensure timely and quality completion.

Client Communication

: Maintain clear and professional communication with clients to provide updates on issue resolution, project status, and ongoing maintenance work.

Documentation

: Create and maintain accurate documentation for system configurations, network setups, and technical processes.

Mentorship

: Support the development of junior technicians by providing training, guidance, and oversight on technical procedures and client interactions.

Proactive Monitoring

: Use monitoring tools to proactively identify and address potential system issues before they impact clients.

Best Practices

: Ensure compliance with industry best practices, including security standards, data protection policies, and ITIL frameworks as applicable.

Key Requirements

Experience

: 3+ years of experience in an IT support role, with at least 2 years supporting hosted telephone at a senior or advanced technician level, preferably in an outsourced or managed IT services environment.

Technical Proficiency

: Strong understanding and hands-on experience with: VOIP Microsoft Windows Server and Active Directory administration Networking concepts, including TCP/IP, DNS, DHCP, VLANs, and VPNs Cloud services (Azure, AWS, or similar) Virtualisation technologies such as VMware, Hyper-V End-user device management (Windows, Mac, and mobile OS)

Security Knowledge

: Experience with cybersecurity fundamentals, including firewall configurations, antivirus management, multi-factor authentication, and basic incident response.

Problem-Solving Skills

: Proven ability to troubleshoot complex technical issues independently and as part of a team, with a high success rate in root-cause analysis and solution implementation.

Certifications

(preferred but not required): Relevant certifications, such as CompTIA A+, Network+, Microsoft Certified: Windows Server, Microsoft Azure certifications, or Cisco CCNA, are advantageous.

Customer Service Skills

: Excellent customer service and communication skills, with a client-focused approach to technical support.

Organisational Skills

: Ability to manage time effectively, prioritise tasks, and handle multiple client needs in a fast-paced environment.

Project Support

: Experience assisting with or leading technical projects, such as system migrations or infrastructure upgrades, is beneficial.

Desired Personal Attributes

Proactive and Resourceful

: Eager to find and implement effective solutions, willing to go the extra mile to exceed client expectations.

Attention to Detail

: Careful and precise in troubleshooting and documenting technical issues.

Team-Oriented

: Enjoys collaborating with colleagues and sharing knowledge to build a strong support team.

Why Join Us?

Opportunity for Growth

: As a Senior IT Technician, you will have a clear path for growth within our organisation, with opportunities for additional training and advancement.

Diverse Work Environment

: Work with a variety of clients and technologies, providing a dynamic and fulfilling technical experience.

Professional Development

: We support ongoing professional development, including certifications and training in the latest technologies.
Job Type: Full-time

Pay: Up to 30,000.00 per year

Benefits:

Employee discount Free parking Gym membership On-site parking Private medical insurance
Schedule:

Monday to Friday
Work Location: In person

Reference ID: MF/VOIP/AUG25