Customer Support Engineer – Full Time
Location: Livingston (with occasional travel to client sites) | Hybrid working available
About TheLogic IT Solutions
TheLogic is a Livingston-based Managed Service Provider founded in 2006, delivering managed IT, cyber security, Microsoft 365 management, and telecoms to UK SMEs. Our clients span legal, construction, accountancy, finance, and other professional services, and we pride ourselves on building long-term relationships built on trust and technical excellence.
We're an IASME-licensed Certification Body for Cyber Essentials and hold Microsoft Cloud Solutions Provider status, working with leading vendors across networking, cloud, and security. As our client base grows, we're expanding the team to match.
The Role
We're looking for a personable, technically capable Customer Support Engineer to join our helpdesk team. You'll be the first point of contact for many of our clients, resolving day-to-day issues, supporting servers, laptops, and mobile devices, and helping keep client environments secure and running smoothly.
This is a great opportunity for someone who enjoys variety, takes pride in getting things right first time, and wants to build a long-term career in IT with a clear path to progress into Managed Security, Managed Services, or Telecoms specialisms.
You'll be based primarily at our Livingston office, with occasional travel to client sites across our region. A full UK driving licence is essential. Part-time home working is available once settled into the role.
What You'll Be Doing
- Providing first and second line support to clients via phone, email, and remote tools
- Troubleshooting issues across Windows Server, Windows desktops and laptops, and mobile devices (iOS and Android)
- Supporting Microsoft 365, Azure, and other cloud environments
- Logging and tracking all work accurately in our PSA system, keeping clients informed at every step
- Escalating and collaborating with senior engineers on more complex issues
- Contributing to a positive client experience in every interaction
- Following documented processes and helping improve them where you see the opportunity
Essential Skills
- Strong communication skills and a genuinely positive, proactive attitude
- Attention to detail and accurate record and time keeping
- A desire to learn
- Solid working knowledge of networking fundamentals (IPv4, DNS, VPNs, basic firewalls)
- Experience supporting Windows Server environments
- Experience supporting Windows laptops and desktops
- Experience supporting mobile devices (Apple iPhone/iPad, Android)
- Familiarity with cloud platforms such as Microsoft 365 and Azure
- Full UK clean driving licence
Desirable Skills
- Experience with Microsoft 365 administration or Azure AD/Entra ID
- Knowledge of VoIP phone systems
- Awareness of information security principles (Cyber Essentials familiarity a bonus)
- Experience with Mobile Device Management (MDM) platforms
- Prior experience in an MSP or client-facing IT support role
Why Join TheLogic
- A clear, supported career path into Managed Security, Managed Services, or Telecoms
- Hands-on exposure to a broad range of technologies and client environments, not just one stack
- Ongoing training and development to support your growth
- Competitive salary, dependent on experience
- Private health cover
TheLogic Limited (SC280224) is based at Munro House, Quarrywood Court, Livingston, EH54 6AX.
Pay: £27,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Free parking
- On-site parking
- Private medical insurance
Work Location: In person
