IT Support Engineer (First Line)

Edinburgh, Scotland, United Kingdom

12/14/2024

Department: Technology

Location: Edinburgh, UK

Compensation: Up to £32,000 / year

Description

As First Line Support Engineer, you will join our growing IT team to support team members with any IT issues, including network, hardware, and software problems. You will join a globally dispersed team of tech-minded individuals and be a point of contact for all internal team members for any daily issues. You will be the face of the IT department in this region, championing excellent service continuously.

You will be passionate about providing top tier assistance to your internal customers, with technical knowledge and skills to optimise our services. Reporting to the IT Support Team Leader, this is a dynamic role with the opportunity to learn from a wide range of skills within the team and develop within your career.

Key Responsibilities

• First Line IT support queries, being a point of contact for team members across the business via phone, email, or in person.


• Triaging tickets, reassigning, and prioritising them as needed.


• Diagnosing and resolving technical issues, including general hardware and software.


• Working to SLA thresholds for incidents, requests and problems.


• Configuring and installing new IT equipment and software, whilst keeping documentation and user guides up to date.


• Completing IT inductions and training for new team members.


• Escalating issues when necessary to the relevant line managers.

Skills, Knowledge and Expertise

• Experience in an IT role ideally providing first line support or an IT helpdesk.


• Good working knowledge of Windows 10/11, Microsoft Office, Hardware Maintenance, and Microsoft AD/ADD/365 Admin Centre.


• Good general knowledge of IT and industry best practices (Level 2 or 3 National Extended Diploma in IT or equivalent is desirable).


• Basic network knowledge such as TCP/IP, DNS, DHCP.


• Excellent troubleshooting skills with the ability to problem solve quickly and autonomously.


• Good communication skills with the ability to explain technical subjects to non-technical users.


• Ability to work in a fast-paced environment, working both with the team and independently.

Please refer to our job description to review the responsibilities and person specification in more detail.

Benefits

• 30 days holiday plus public holidays


• Wellbeing day


• Birthday holiday


• Volunteering day


• Private medical insurance, 24/7 digital GP and health advice


• Employee assistance programme providing support for your mental and physical health


• Group pension scheme


• Life assurance scheme


• Eyecare vouchers


• Family leave


• Referral scheme

Please note this advert may close at any point, reach out to the Talent team with any queries.