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

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 initiativesExperience contributing to small IT projects

Key Responsibilities

• Provide first and second-line technical support to users across the business
• Diagnose and resolve hardware, software and end-user computing issues
• Manage incidents and service requests through the Hornbill IT Service Management platform
• Support Microsoft 365 applications and services
• Administer and support Active Directory and Microsoft Entra ID accounts
• Support Windows 11 devices and hybrid-joined environments
• Build, configure and deploy laptops, desktops, workstations and peripheral devices
• Provision, configure and support Android mobile devices
• Complete joiner, mover and leaver activities, including account administration, device provisioning and equipment allocation
• Carry out device refresh, replacement and lifecycle management activities
• Troubleshoot VPN, remote access and general network connectivity issues, escalating firewall or infrastructure matters where appropriate
• Maintain accurate ticket updates, technical documentation and asset records
• Assist with technology deployments, software rollouts, service improvements and smaller IT projects appropriate to an L1/L2 role
• Escalate complex technical issues to specialist IT teams where appropriate

Deliver a high standard of customer service and maintain positive working relationships across the business.

What You'll Get

• The opportunity to join an experienced and supportive IT team
• Exposure to a broad range of technologies and business systems
• The chance to contribute to technology deployments, service improvements and project work
• Opportunities to develop technical and customer service skills in a fast-paced business environment
• A role that provides genuine variety across end-user computing, Service Delivery and technology support

What We Offer

Because we know that to deliver on our vision, people have to feel supported and inspired:

• Impact : Be part of something that's changing cities, improving air quality, helping public transport evolve.
• Development & Growth : Training programmes, mentorship, opportunities to take on new roles, broaden skills.
• Culture & Belonging : An inclusive environment; your voice matters; we treat people fairly.
• Perks & Benefits : Competitive salary, pension, wellbeing support, cycle to work scheme, enhanced maternity and paternity benefits.

Our Values - What Guides Us

These are more than words on a page, they shape how we work, what we stand for, and how we build trust with our customers, communities, and each other.

• Safety : The health and wellbeing of our team members, and the safety of our products, are our top priority.
• Quality : We strive for excellence in our products, services, and all that we do.
• Integrity : We act with honesty, transparency and integrity, treating each other with respect in a diverse, equitable and inclusive workplace.
• Accountability : We take responsibility for our actions, seeking to build trust and earn a reputation for excellence and reliability.
• Teamwork : We work with our team members, our supplier partners, and our customers to pursue mutual benefits.
• Sustainability : We seek long term success for our business, our communities, and the environment through responsible sourcing, lean manufacturing, and sustainable operations.