IT Support Engineer

Dobbies Garden Centres Ltd; City of Edinburgh; Hybrid; GBP 28,000 - 40,000; Full time

Job summary

A leading garden centre retailer is seeking an IT Support Engineer to provide advanced technical support within their organization. The role offers opportunities for troubleshooting complex IT issues, supporting end-users in a hybrid working environment, and contributing to effective IT operations within a team-focused atmosphere.

Benefits

33 days of annual leave

Generous staff discounts across stores

Enhanced Group Pension Plan

Access to Wagestream for financial wellbeing

Funding for professional courses and qualifications

Collaborative office space with wellbeing resources

Invitations to company events and social gatherings

Qualifications

• Strong technical background in IT support.
• Experience in retail IT support is beneficial.
• Excellent communication skills.

Responsibilities

• Provide advanced technical support for hardware and software issues.
• Manage IT service requests using the Fresh Service ITSM tool.
• Ensure compliance with security standards and best practices.

Skills

Troubleshooting

Problem-solving

Communication

Networking Fundamentals

Education

Degree in Information Technology or related field

Tools

Microsoft Office 365

Fresh Service ITSM

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 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

• 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 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 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 secure IT environment, and receive positive user feedback.
• Demonstrate our values – teamwork, continuous improvement, positivity, and customer focus.

What We Offer

• 33 days of annual leave (pro-rata for part-time).
• Generous staff discounts across stores and restaurants.
• Hybrid working model (office and home).
• Enhanced Group Pension Plan.
• Interest-free season ticket loans.
• Access to Wagestream for financial wellbeing.
• Support via Retail Trust, including confidential support, virtual GP, and counseling.
• Access to Dobbies Academy for development.
• Funding for professional courses and qualifications.
• Free tea, coffee, and milk.
• 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 UK nation. We are passionate about gardens and plants, showcasing this through our products and services. Many stores feature restaurants or coffee shops, and we host events that bring communities together. We are committed to being a great place to work, encouraging our colleagues to thrive and celebrate success.