Job Title: IT Support Engineer
Location: South Edinburgh, On-site
Salary: £31,000 – £35,000
Role Overview
We are looking for a skilled IT Support Engineer to join our team, providing advanced technical support across the organisation. This role involves troubleshooting complex IT issues, supporting end-users, and ensuring the smooth operation of our IT Service Desk. The ideal candidate will have a strong technical background, excellent problem-solving abilities, and the capability to work both independently and as part of a team.
Experience in IT support within a retail environment would be advantageous, though not essential. A solid understanding of networking fundamentals is desirable.
Key Responsibilities
Service Desk
- Provide support for IT incidents and service requests, including issues related to hardware, software, and networking. Manage and document these requests using our Fresh Service ITSM tool.
- Communicate effectively with users to understand their needs and deliver optimal solutions.
- Troubleshoot and resolve IT issues promptly to minimise disruption to business operations.
- Maintain a highly available and well-managed IT service, ensuring compliance with service level agreements (SLAs) and reporting requirements.
Communication & End-User Management
- Engage effectively with users to fully understand their requirements and deliver appropriate solutions.
- Oversee the IT incidents and service requests queue, ensuring support tickets are handled efficiently.
- Resolve escalated issues independently, with minimal input from senior team members.
- Build strong working relationships with colleagues and communicate effectively across the organisation.
- Demonstrate a willingness to learn and develop new skills.
Technical Support & Systems Management
- Provide confident support for Windows, Apple, and Android devices.
- Support retail store devices, including tablets, PEDs, tills, label printers, and other relevant equipment.
- Manage basic Windows Server administration confidently.
- Possess a strong understanding of networking fundamentals, including IP addressing, DNS, DHCP, and basic network troubleshooting.
- Ensure compliance with security requirements, such as GDPR and PCI DSS.
- Install, configure, and support modern productivity tools, including Microsoft 365, Teams, and SharePoint.
- Maintain strict compliance with IT security best practices to protect the business from cyber threats.
- Conduct hardware and software inventory, documentation, and licensing compliance.
- Collaborate with other IT teams, vendors, and stakeholders to implement new technologies and resolve complex issues.
- Create and maintain technical documentation, user manuals, and training materials.
Success Metrics
- Deliver practical and effective IT support in a professional manner.
- Consistently meet or exceed performance targets and KPIs.
- Maintain strong audit scores and a safe IT environment, while achieving positive feedback from users.
Key Relationships
- Collaborate with colleagues at all levels across the business.
- Report directly to the IT Service Desk Manager.
