IT Support Engineer - #146407

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

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  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.
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  Communicate effectively with users to understand their needs and deliver optimal solutions.
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  Troubleshoot and resolve IT issues promptly to minimise disruption to business operations.
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  Maintain a highly available and well-managed IT service, ensuring compliance with service level agreements (SLAs) and reporting requirements.

Communication & End-User Management

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  Engage effectively with users to fully understand their requirements and deliver appropriate solutions.
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  Oversee the IT incidents and service requests queue, ensuring support tickets are handled efficiently.
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  Resolve escalated issues independently, with minimal input from senior team members.
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  Build strong working relationships with colleagues and communicate effectively across the organisation.
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  Demonstrate a willingness to learn and develop new skills.

Technical Support & Systems Management

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  Provide confident support for Windows, Apple, and Android devices.
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  Support retail store devices, including tablets, PEDs, tills, label printers, and other relevant equipment.
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  Manage basic Windows Server administration confidently.
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  Possess a strong understanding of networking fundamentals, including IP addressing, DNS, DHCP, and basic network troubleshooting.
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  Ensure compliance with security requirements, such as GDPR and PCI DSS.
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  Install, configure, and support modern productivity tools, including Microsoft 365, Teams, and SharePoint.
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  Maintain strict compliance with IT security best practices to protect the business from cyber threats.
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  Conduct hardware and software inventory, documentation, and licensing compliance.
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  Collaborate with other IT teams, vendors, and stakeholders to implement new technologies and resolve complex issues.
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  Create and maintain technical documentation, user manuals, and training materials.

Success Metrics

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  Deliver practical and effective IT support in a professional manner.
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  Consistently meet or exceed performance targets and KPIs.
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  Maintain strong audit scores and a safe IT environment, while achieving positive feedback from users.

Key Relationships

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  Collaborate with colleagues at all levels across the business.
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  Report directly to the IT Service Desk Manager.