IT Support Engineer

Dobbies Garden Centres; City of Edinburgh; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

A leading company in the retail sector is seeking an IT Support Engineer to deliver advanced technical support and ensure smooth operation of the IT Service Desk. The ideal candidate will possess strong technical skills, problem-solving abilities, and the capacity to collaborate effectively within a busy team. The position offers office-based work with flexible arrangements, catering to a dynamic support environment.

Benefits

33 annual leave days per year

Generous uncapped store discounts

Hybrid working

Company-contributed Group Pension Plan

Interest-free season ticket loans

Access to Wagestream for financial wellbeing

Support through Retail Trust

Access to Dobbies Academy for development

Funding for professional courses

Free tea, coffee, and milk

Qualifications

• Strong technical background preferred.
• Excellent problem-solving skills are essential.
• Ability to work independently and as part of a team.

Responsibilities

• Provide support for IT incidents and service requests.
• Troubleshoot and resolve IT issues promptly.
• Communicate effectively with users to provide solutions.

Skills

Problem Solving

Communication

Networking Fundamentals

Job description

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.

Responsibilities

• Provide support for IT incidents and service requests, including hardware, software, network issues, and 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 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

• Support Windows, Apple, and Android devices confidently.
• Support retail store devices such as Tablets, PED, Tills, Label Printers, etc.
• Manage basic Windows Server administration confidently.
• Possess a strong understanding of networking fundamentals, including IP addressing, DNS, DHCP, and troubleshooting network issues.
• Ensure compliance with security requirements such as GDPR and PCI DSS.
• Install, configure, and support modern productivity tools like Microsoft Office 365, Teams, SharePoint, etc.
• Adhere to IT security best practices 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 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 – teamwork, continuous improvement, positivity, and customer focus.

What We Offer

• 33 annual leave days per year (pro-rata for part-time).
• Generous uncapped store discounts, including 50% off in our Restaurants, 25% off in the Garden Centre, and 10% off in food halls.
• Hybrid working – a combination of office and home working.
• Company-contributed Group Pension Plan.
• Interest-free season ticket loans.
• Access to Wagestream for financial wellbeing.
• Support through Retail Trust, including confidential support, virtual GP, and counseling.
• Access to Dobbies Academy for development and training.
• Funding for professional courses and qualifications.
• Free tea, coffee, and milk during the day.
• Collaborative office space with wellbeing resources.
• Invitations to company events and social gatherings.

About Us

Founded in 1865 by James Dobbie, Dobbies is the only garden centre retailer with stores across every nation in the UK. We celebrate garden living all year-round, offering a range of products, services, and experiences that bring communities together. Our stores often feature restaurants or coffee shops, and we are committed to being a great place to work, encouraging our colleagues to thrive and succeed together.