Europe IT Support Specialist: Second-Line & Projects

AECOM; City of Edinburgh; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Hybrid work options

Job summary

AECO M is seeking an IT Support Specialist to provide second-line support for staff in Edinburgh and across the Europe region, alongside vendor technicians. The role involves travel to UK and European offices as required, with a mix of office-based, hybrid or site-based work depending on business needs.

Key responsibilities include diagnosing hardware/software issues, supporting Windows and macOS, and maintaining ticket records and service delivery reporting.

Qualifications

• Previous experience in an IT support or technical support role.
• Good knowledge of Microsoft Windows 11.
• Experience supporting Microsoft 365, including Outlook, Word, Excel and Teams.
• Good understanding of computer hardware and peripherals.
• Good communication and customer service skills.
• Ability to prioritise workloads and manage multiple support requests.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.

Responsibilities

• Provide second-line technical support to staff.
• Diagnose and resolve hardware, software and operating system issues.
• Support Microsoft Windows and Apple Macintosh operating systems.
• Escalate complex technical issues to senior IT staff or external suppliers.
• Ensure proper recording, documentation, and closure of tickets.
• Report back on issues and challenges to the regional IT Service Delivery manager.
• Manage the e-waste process, aligned to the IT Asset Management process.
• Collaborate and contribute to the broader IT goals.

Skills

Windows 11

Microsoft 365

Active Directory

Entra ID

MacOS support

Customer service

Problem solving

Teamwork

Tools

Helpdesk ticketing systems

Job description

AECO M is seeking an IT Support Specialist to provide second-line support for staff in Edinburgh and across the Europe region, alongside vendor technicians. The role involves travel to UK and European offices as required, with a mix of office-based, hybrid or site-based work depending on business needs.

Key responsibilities include diagnosing hardware/software issues, supporting Windows and macOS, and maintaining ticket records and service delivery reporting.