Position Summary The IS/Product Support Specialist II provides Level 1 and Level 2 support for internal information systems and business applications, ensuring reliable access, performance, and user experience. The role is responsible for troubleshooting application, access, authentication, Microsoft 365, VPN, and system-related issues; supporting user onboarding and access management; maintaining support documentation; and collaborating with internal teams and vendors to resolve incidents and service requests as well as supporting all release management activities. In addition, the position supports day-to-day operations through basic windows and Linux administration, system monitoring, operational maintenance, and process improvement initiatives.

The incumbent assists with user and permission management, investigates operational alerts and application issues, and identifies opportunities to automate routine administrative tasks using scripting tools where appropriate. This role is ideal for an experienced support skilled with a strong operational mindset who is comfortable working in both Microsoft o365 and Linux environments and interested in developing their technical and automation skills.

Key Responsibilities Helpdesk &

- User Support Provide Level 1 and Level 2 technical support for internal users.

Troubleshoot issues related to: Business applications

User accounts and permissions

Authentication and access

Microsoft 365

VPN and remote access

Linux and Windows environments

General system and connectivity issues Investigate incidents and service requests and escalate more complex issues when required.

Support user onboarding, offboarding, and internal role changes.

Maintain clear records of incidents, requests, resolutions, and recurring issues.

Create and maintain basic support documentation and knowledge-base articles.

Communicate effectively with both technical and non-technical users. Linux &

- Systems Administration Perform basic Linux system administration and troubleshooting.





Work with Linux command-line tools to investigate system and application issues.

Review logs, services, system status, disk usage, processes, and other basic system information.

Assist with user and permission management in Linux environments.

Strong knowledge of SFTP and secure file transfer practices

Support routine operational and maintenance activities.

Escalate infrastructure or application issues when deeper technical expertise is required. The incumbent is not expected to be a senior Linux administrator but should be comfortable working in a Linux environment and willing to develop their skills.

IT Operations &

- Administration Monitor applications, services, scheduled processes, and operational alerts.

Investigate failed jobs, application errors, service interruptions, and access-related issues.

Assist with general system administration and operational maintenance.

Coordinate with internal IT teams, application teams, and external vendors when required.

Help maintain operational documentation and standard procedures.

Participate in access management, security, compliance, and audit-related activities where appropriate. Automation &

- Process Improvement Identify repetitive support and administrative activities that could be simplified or automated.

Use basic scripting where appropriate to improve efficiency.

PowerShell experience or familiarity is considered an asset.

Assist with automation of tasks such as: User administration

Account provisioning

Permission management

Reporting

Log collection

System checks

Routine administrative activities Help improve existing support and operational processes.



The incumbent is not expected to be a software developer. The focus is on using scripting and automation to support IT administration and operations.

Education and Experience Minimum 5 years of experience in Helpdesk, IT Support, IT Operations, Systems Administration, or a similar role.

Diploma or degree in Information Technology, Computer Systems, Computer Science, or a related field, or equivalent practical experience.

Experience supporting Microsoft 365 or similar enterprise productivity tools.

Experience is helpful, but not required, in the following areas: Microsoft Entra ID

Microsoft Azure

Active Directory

PowerShell

Microsoft Intune

Identity and Access Management

Microsoft Graph

REST APIs

Git or version control

Monitoring and alerting tools

Log management

Cloud platforms

Security tools

Virtualization

Basic scripting or automation Competencies, Working Skills &

- Attributes Strong troubleshooting and problem-solving skills.

Basic understanding of user accounts, permissions, authentication, and access management.

Comfortable working with Linux systems and command-line tools.

Basic understanding of networking concepts such as TCP/IP, DNS, VPNs, and connectivity troubleshooting.

Ability to review logs and error messages when investigating technical issues.

Good communication and documentation skills.

Willingness to learn new technologies and take on additional technical responsibilities.

Strong Interpersonal skills, able to work independently as well as part of a team, as needed Working Conditions, Mental Effort &

Physical Requirements Must work under deadlines and related stresses in a timely and efficient manner

Must be able to professionally handle various personnel and other situations as they arise

Ability to sit for extended periods of time

Ability to focus on computer screen for long periods of time

Must be able to participate in afterhours and holiday support rotation

📌 IS Product Support Specialist II (North Dumfries)
🏢 Farrow
📍 North Dumfries