2nd Line Remote End User Support Engineer, Erskine

Erskine, Scotland, United Kingdom

5/13/2025

Job Description

iAction Engineer – Job Roles, Specification and Responsibilities.

This role provides a User Provisioned Desktop based Operational Service & Support for multiple clients. The successful candidate will join a highly skilled team of Support engineers providing 2nd line technical support. The role will require a flexible working ethic and a pragmatic approach to IT Support, they will have first/second line support background, and have good customer service and communication skills along with methodical troubleshooting techniques.

This role will require some working from the DXC site in Erskine

• The group are responsible for providing Remote 2nd Line Support within a cloud environment of Windows Server 2003/2008R2/7/10
• You will provide telephone technical support to end users, on-site engineers and implementation teams where required
• The team will investigate, diagnose and resolve incidents/problems experienced by customers where incidents are raised by the service desk:
  
  

Typical issue encountered are;

• Desktop/thin client hardware and software issues
• Laptop hardware and software issues
• WiFi, LTE, laptop, mobility support
• Peripherals such as scanning devices and removable mass storage units
• Using Active Directory to troubleshoot and resolve customer incidents
• Using various Citrix tooling related to user sessions
• Solving software delivery issues encountered by customer. This involves using SCCM console to resolve faults and redeliver software
• Apply knowledge base fixes to resolve a myriad of incidents
• Update, maintain and administer Knowledge base
• Pass relevant knowledge onto service desk
• Known problem linking and workaround fixes
  
  

Education And Experience Required

Bachelor’s degree in Computer Science, Engineering, Business, or related field or equivalent work experience. May hold entry-level or intermediate-level certification(s) in work field. Typically 2-5 years of relevant experience.

Essential Knowledge And Skills Required

• Windows 10 / 11
• Active Directory
• Office 365
• Solid understanding of technologies/hardware supported
• General understanding of related technologies
• Customer Service
• Candidates should possess Disclosure Scotland/current BPSS clearance or be willing to undertake appropriate security vetting to achieve – with progress towards SC
• Candidates should be UK national, no dual nationals should apply
  
  

Desirable Skills And Knowledge/certifications

• Citrix Xenapp and Citrix Xenapp end user support
• Any Microsoft/Citrix/VMWare certification
• Appsense Management
• Other virtualization solutions, e.g. VMware
• SCCM
• App-V
• Networking
• Microsoft Exchange
• Microsoft InTune
• VMWare Horizon
  
  

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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