It Support Engineer

KAT Recruitment; Dalkeith; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A recruitment agency is seeking a skilled IT Support Engineer in Dalkeith, Scotland. The role involves providing advanced technical support, troubleshooting IT issues, and managing service requests. The ideal candidate should possess strong technical skills in IT support, networking fundamentals, and effective communication abilities. The position offers flexibility with hybrid working options and generous benefits including 33 annual leave days and a company pension plan.

Benefits

33 annual leave days

Generous store discounts

Hybrid working arrangements

Company-contributed pension plan

Interest-free season ticket loans

Access to financial wellbeing support

Employee wellbeing platform

Access to eLearning and development programs

Study assistance for funded courses

Qualifications

• Strong technical background in IT support.
• Ability to troubleshoot complex IT issues.
• Excellent communication skills with users.

Responsibilities

• Provide support for IT incidents and manage service requests.
• Troubleshoot and resolve IT issues promptly.
• Collaborate with other IT teams and vendors.

Skills

Technical support

Problem-solving

Networking fundamentals

Windows Server administration

Compliance with IT security practices

Tools

Microsoft Office 365

SharePoint

Fresh Service ITSM

Job description

My client is seeking a skilled IT Support Engineer to provide advanced technical support within their 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. A solid understanding of networking fundamentals is desirable.

Role 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.
• 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 adherence to strict compliance of 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.

Company Benefits:

• 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
• 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 company Academy – continue your development with our eLearning platform and development programmes
• Study assistance – invest in your professional development with funded courses and qualifications