IT Support Engineer

Dobbies Garden Centres; City of Edinburgh; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Dobbies Garden Centres is looking for an IT Support Engineer to provide advanced technical support within their organization. The role involves troubleshooting IT issues, managing service requests using their ITSM tool, and supporting various devices. Candidates should have problem-solving skills and a good understanding of networking fundamentals, and will enjoy benefits such as generous holiday leave and working in a hybrid environment.

Benefits

33 days annual leave

50% discount in Restaurants

25% discount in Garden Centre

10% discount in food halls

Enhanced contribution Pension Plan

Interest-free season ticket loans

Financial wellbeing support

Learning and development programs

Free tea, coffee, and milk

Collaborative office space

Qualifications

• Experience in IT support within a Retail environment is beneficial.
• Strong understanding of networking fundamentals.
• Ability to work independently and as part of a team.

Responsibilities

• Provide support for IT incidents and service requests including hardware, software, and network issues.
• Troubleshoot and resolve IT issues promptly.
• Communicate effectively with users to understand their needs.

Skills

Problem Solving

Communication

Windows Support

Networking Fundamentals

Tools

Fresh Service ITSM

Microsoft Office 365

Job description

Join to apply for the IT Support Engineer role at Dobbies Garden Centres

Join to apply for the IT Support Engineer role at Dobbies Garden Centres

We are seeking a skilled IT Support Engineer to provide advanced technical support within our organization. This role involves troubleshooting complex IT issues, supporting end-users, and ensuring the smooth operation of the IT Service Desk.

The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work independently and as part of a team.

This is an office-based role but offers some flexibility.

Experience in IT support within a Retail environment is beneficial but not essential. A solid understanding of networking fundamentals is desirable.

Responsibilites

Service Desk

• Provide support for IT incidents and service requests, including hardware, software, network issues, and to manage and document these requests using our Fresh Service ITSM tool.
• Communicate effectively with users to understand their needs and provide optimal solutions.
• Troubleshoot and resolve IT issues promptly, minimizing disruption to business operations.
• Deliver a highly available and well-managed IT service, ensuring compliance with service level agreements (SLAs) and reporting requirements.
  
  

Communication & End User Management

• Communicate effectively with users to understand their needs and provide optimal solutions.
• Oversee the IT incidents and service requests queue, ensuring support tickets are handled efficiently.
• Resolve escalated issues independently with minimal intervention from senior team members.
• Build strong working relationships with colleagues and communicate effectively.
• Demonstrate a willingness to learn new skills
  
  

Technical Support & Systems Management

• Confidently support Windows, Apple and Android devices.
• Support retail store devices such as Tablets, PED, Tills, Label Printers etc.
• Demonstrate confidence in managing basic Windows Server administration.
• Possess a strong understanding of networking fundamentals, including IP addressing, DNS, DHCP, and basic troubleshooting of network issues.
• Ensure compliance with security requirements such as GDPR and PCI DSS.
• Install, configure, and support modern productivity tools such as, but not limited to Microsoft Office 365, Teams, SharePoint etc.
• Good understanding and adhere to strict compliance of IT security best practises to protect the business against cyber threats.
• Conduct hardware and software inventory, documentation, and licensing compliance.
• Collaborate with other IT teams, vendors, and stakeholders to implement new technologies and solve complex problems.
• Create and update technical documentation, user manuals, and training materials.
  
  

Measures of success

• Deliver practical, effective IT support with a professional approach.
• Meet or exceed performance targets and KPIs.
• Maintain strong audit scores, ensure a safe IT environment, and receive positive user feedback.
• Demonstrate our values at all times – we’re one team, getting better everyday. We bring a smile. We live and breathe gardens. We make it work for our customers.
  
  

What We Offer

• Holiday – enjoy a well deserved break with 33 annual leave days per year (pro-rata for part time)
• Discount – treat yourself with generous uncapped discount across our stores with 50% off in our Restaurants, 25% off in the Garden Centre and 10% off in our food halls
• Hybrid working – a combination of office and home working to help balance your work life balance
• Pension – save for the future with our company contributed enhanced Group Pension Plan
• Season ticket loans – spread the cost of travel with an interest free loan
• Access to Wagestream – support your financial wellbeing, with ability to access earnings ahead of pay day, save for the future and financial advice
• Access to Retail Trust – seek confidential support, access to a Virtual GP, free counselling service and discounted retail rewards with our employee wellbeing platform
• Access to Dobbies Academy – continue your development with our eLearning platform and development programmes
• Study assistance – invest in your professional development with funded courses and qualifications
• The little things to keep you going through the day – free tea, coffee, and milk
• Collaborative office space – with access to our wellbeing room, learning resources and even a book swap
• Invites to our annual company conference, summer and Christmas social events
  
  

About Us

At Dobbies, we’re proud to have a history dating back to 1865. We were founded by James Dobbie and are the only garden centre retailer to have stores in every nation across the UK.

Our passion and joy for gardens and plants is what makes us special. In our stores, we showcase this through own brand and branded products, concession partners and services. We champion garden living all-year-round.

Many of our stores feature a restaurant or coffee shop, where customers can enjoy refreshments or meals in a relaxed and welcoming environment.

We offer a calendar of events and experiences that bring people and communities together, and we have a national charity partner that both our colleagues and customers raise money for,

We’re committed to being a great place to work. We’re one team and we encourage our colleagues to be the best version of themselves, every day; to share their wins and celebrate success. Together, we make it work for our customers.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Retail

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