IT Support Engineer

Denholm Associates; Dalkeith; On-site; GBP 25,000 - 35,000; Full time

Job summary

Denholm Associates is seeking a skilled IT Support Engineer to provide advanced technical support across the organization. The role involves troubleshooting complex IT issues, supporting end-users within a retail context, and ensuring smooth operations of the IT Service Desk. Candidates should have strong technical skills and a desire to work independently or collaboratively.

Qualifications

• Strong technical background preferred.
• Experience in IT support within a retail environment is advantageous.
• Understanding of networking fundamentals is desirable.

Responsibilities

• Troubleshoot complex IT issues and support end-users.
• Manage and document IT incidents using the ITSM tool.
• Install, configure, and support productivity tools like Microsoft 365.

Skills

Problem-solving

Technical support

Communication

Tools

Fresh Service ITSM

Microsoft 365

Windows Server

Job description

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Base pay range

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Role Overview
We are looking for a skilled IT Support Engineer to join our team, providing advanced technical support across the organisation. This role involves troubleshooting complex IT issues, supporting end-users, and ensuring the smooth operation of our IT Service Desk. The ideal candidate will have a strong technical background, excellent problem-solving abilities, and the capability to work both independently and as part of a team.
Experience in IT support within a retail environment would be advantageous, though not essential. A solid understanding of networking fundamentals is desirable.

Key Responsibilities
Service Desk

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

Communication & End-User Management

• 
  Engage effectively with users to fully understand their requirements and deliver appropriate solutions.
• 
  Oversee the IT incidents and service requests queue, ensuring support tickets are handled efficiently.
• 
  Resolve escalated issues independently, with minimal input from senior team members.
• 
  Build strong working relationships with colleagues and communicate effectively across the organisation.
• 
  Demonstrate a willingness to learn and develop new skills.

Technical Support & Systems Management

• 
  Provide confident support for Windows, Apple, and Android devices.
• 
  Support retail store devices, including tablets, PEDs, tills, label printers, and other relevant equipment.
• 
  Manage basic Windows Server administration confidently.
• 
  Possess a strong understanding of networking fundamentals, including IP addressing, DNS, DHCP, and basic network troubleshooting.
• 
  Ensure compliance with security requirements, such as GDPR and PCI DSS.
• 
  Install, configure, and support modern productivity tools, including Microsoft 365, Teams, and SharePoint.
• 
  Maintain strict compliance with IT security best practices to protect the business from cyber threats.
• 
  Conduct hardware and software inventory, documentation, and licensing compliance.
• 
  Collaborate with other IT teams, vendors, and stakeholders to implement new technologies and resolve complex issues.
• 
  Create and maintain technical documentation, user manuals, and training materials.

Success Metrics

• 
  Deliver practical and effective IT support in a professional manner.
• 
  Consistently meet or exceed performance targets and KPIs.
• 
  Maintain strong audit scores and a safe IT environment, while achieving positive feedback from users.

Key Relationships

• 
  Collaborate with colleagues at all levels across the business.
• 
  Report directly to the IT Service Desk Manager.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Retail Florists

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