IT Support Engineer

Dobbies Garden Centres Ltd; City of Edinburgh; Híbrido; GBP 26.000 - 36.000; Tempo integral

Benefícios oferecidos por esta vaga

33 days annual leave

Hybrid working

Pension plan

Employee wellbeing platform

Study assistance

Resumo da vaga

Dobbies Garden Centres Ltd is seeking an IT Support Engineer to provide advanced technical support across the organization, handling incidents, service requests, and end-user assistance to keep the IT Service Desk running smoothly.

The role blends independent work with teamwork in a retail environment; familiarity with Windows, macOS, Android, ITSM tooling and Office 365 is preferred, plus a solid grounding in networking and security best practices.

Qualificações

• Experience in IT support roles, especially in a retail or office environment.
• Ability to troubleshoot a wide range of hardware, software and network issues.
• Strong communication skills to understand user needs and explain solutions clearly.

Responsabilidades

• Provide support for IT incidents and service requests for hardware, software, network issues, and document these using Fresh Service.
• Communicate effectively with users to understand needs and provide optimal solutions.
• Troubleshoot and resolve IT issues promptly to minimize business disruption.
• Deliver a well-managed IT service compliant with SLAs and reporting requirements.
• Oversee IT incidents and service requests queue to ensure efficient handling.
• Resolve escalated issues independently with minimal senior involvement.

Conhecimentos

IT Support

End-user support

Troubleshooting

Documentation

Customer service

Office 365

Networking basics

Ferramentas

Fresh Service

Windows Server

Descrição da vaga

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 does still offer 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 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.
• 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.
• 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.

Who We're Looking For

The ideal candidate will be a proactive and organised professional with excellent communication skills, capable of building strong relationships across the business while confidently managing and resolving a wide range of IT issues. They will be comfortable working independently, whilst also collaborating effectively with colleagues, third-party suppliers and stakeholders to deliver reliable and secure IT services.

• Previous experience in an IT Support, Service Desk or Technical Support role.
• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
• Experience supporting a range of devices and operating systems, including Windows, Apple and Android platforms.
• Good understanding of networking fundamentals, including IP addressing, DNS, DHCP and network troubleshooting.
• Experience supporting Microsoft 365 applications and services, including Teams, SharePoint and Office applications.
• Knowledge of IT Service Management (ITSM) tools and processes, with experience managing incidents and service requests.
• Confidence working with hardware, software and peripheral devices, with the ability to install, configure and maintain equipment.
• Understanding of IT security best practices and the importance of maintaining a secure and compliant technology environment.
• Experience creating and maintaining technical documentation, user guides and support materials.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong organisational skills with the ability to manage competing priorities and meet service level agreements (SLAs).
• A proactive approach to learning new technologies and continuously developing technical knowledge.
• Ability to work collaboratively with colleagues, suppliers and stakeholders to deliver effective solutions.
• Exposure to Windows Server administration and infrastructure support would be beneficial.

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 Stream – 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.