IT Service Delivery Technician (L1/L2) - Fixed Term Contract

Job Title: Principal IT Service Desk Engineer – Fixed Term Contract (12 Months) Location : Larbert Our Vision & Why It Matters At Alexander Dennis, our vision is to lead the evolution of sustainable on-road mass transportation and mobility. We design, deliver, and support market-leading buses and coaches that help reduce emissions, improve air quality, and keep communities connected. Every role contributes to that mission whether you’re engineering, driving sales, improving production, or supporting our customers. What You’ll Do As an IT Service Delivery Technician, you will provide first and second-line IT support to users across Alexander Dennis, helping colleagues resolve technical issues and ensuring they have the tools and support they need to perform their roles effectively. Working as part of a collaborative Service Delivery team, you will support end-user devices, Microsoft technologies, account administration, mobile devices and business applications, while contributing to technology deployments, service improvements and project activities. This is a hands-on role suited to someone who enjoys troubleshooting problems, supporting users and working across a varied technical environment. What We’re Looking For About You We are looking for someone who combines strong technical capability with a customer-focused approach. You will ideally have experience of: · Supporting Microsoft Windows 11 devices in an enterprise environment. · Microsoft 365 administration and support. · Active Directory and Microsoft Entra ID administration. · Supporting hybrid-joined endpoint devices. · Building, configuring and deploying laptops, desktops and mobile devices. · Android mobile device provisioning and support. · Device refresh and lifecycle management activities. · Troubleshooting VPN, wireless and general network connectivity issues, with a basic understanding of DNS, DHCP and client-side firewall troubleshooting. · Diagnosing and resolving a broad range of hardware and software faults. · Using an IT Service Management platform such as Hornbill. · Maintaining accurate technical documentation and high-quality ticket records. You will also have: · Excellent customer service and communication skills. · Strong troubleshooting and problem-solving abilities. · Good organisational skills and attention to detail. · The ability to prioritise workload and manage competing demands. · The ability to work independently while contributing effectively to a team environment. · A proactive and solution-focused approach to work. Desirable · Experience supporting a multi-site organisation. · Experience supporting manufacturing or engineering environments. · Exposure to modern endpoint management technologies. · ITIL Foundation certification or equivalent service management experience. · Experience supporting technology deployments, device refresh programmes or service improvement initiatives. · Experience contributing to…