Deskside Technician

Stefanini; City of Edinburgh; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global tech consulting firm is seeking an experienced IT Support professional in Edinburgh. You will provide top-notch deskside support, manage desktop issues, and collaborate with teams across different locations. Candidates should have over 5 years of relevant experience and excellent customer service skills. The position includes a competitive salary and benefits package as well as opportunities for professional development.

Benefits

Competitive salary and benefits package

Private health scheme

Extra vacation days

Opportunities to learn and develop

Qualifications

• Minimum 5 years of relevant experience in Desktop Support.
• Experience in configuring and troubleshooting printers and laptops.
• Hands on experience with Windows 7, 10, 11, and MAC OS.

Responsibilities

• Provide professional deskside IT support.
• Diagnose and resolve desktop problems for clients.
• Utilize the ticket management system for updates.

Skills

Desktop Support

IT Helpdesk

Windows 10 support

MAC OS support

Communication Skills

Time Management

Tools

ServiceNow

VPN

Remote Desktop

Job description

Job Description

The Level 2 Team is considered the face of IT and for our clients the window to the wider technology groups. Its responsibilities lie predominately in resolving BAU tickets created by the Level 1 Team and reacting to escalations. Individual team members will attend a clients' desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.

Responsibilities

• Provide swift and professional deskside IT support
• Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
• Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
• Utilize the ticket management system to record, update and resolve tickets from the Helpdesk
• Collaborate with other support groups across global locations to help troubleshoot client issues
• Utilize tools for building, monitoring and troubleshooting client devices
• Participate in Disaster recovery testing exercises
• Uphold procedures for logging, reporting, and statistically monitoring desktop operations
• Write technical support and client documentation in form of Knowledgebase articles
• Meet or exceed expected customer service levels
• Other duties as assigned by the Level 2 Support Manager.

Requirements

• Minimum 5 years of relevant experience in a Desktop Support/IT Helpdesk role.
• Experience configuring, installing, troubleshooting and repairing printers, PC and laptops.
• Hands on experience with Win 7, Win 10, Win 11 and MAC OS support.
• Windows 11 Migration.
• Hardware / Software Troubleshooting.
• Experience with VPN, Soft Phones, Remote Desktop, VDI.
• Asset Tracking / Inventory Management.
• Phone and Tablet support (Windows, iPhone, iOS, Android).
• Experience with Ticketing System (ServiceNow).
• Strong Communications Skills.
• Excellent proven track record supporting clients in a financial environment.
• Excellent proven customer service based approach.
• Good written and verbal communication skills.
• Good time management skills.
• Strong organizational and analytical skills.
• Ability to multi-task and work under pressure.
• Ability to work autonomously and within team.

Benefits

• Competitive salary and benefits package;
• Private health scheme including Private Medical, Dental, Optical and Holiday Travel;
• Insurance that are applied according to company policy;
• Extra vacation days;
• Opportunities to learn and develop: training programs;
• Personalized career path within the organization;
• Exposure to an international environment as part of a multicultural team spread across Europe.

Next Steps

It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at [e-mail] and we'll be happy to assist!

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About us

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology. We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations. Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all. Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients. We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects. More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses. If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.