IT Support Specialist

AECOM; City of Edinburgh; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Hybrid work options

Job summary

AECO M is seeking an IT Support Specialist to provide second-line support for staff in Edinburgh and across the Europe region, alongside vendor technicians. The role involves travel to UK and European offices as required, with a mix of office-based, hybrid or site-based work depending on business needs.

Key responsibilities include diagnosing hardware/software issues, supporting Windows and macOS, and maintaining ticket records and service delivery reporting.

Qualifications

• Previous experience in an IT support or technical support role.
• Good knowledge of Microsoft Windows 11.
• Experience supporting Microsoft 365, including Outlook, Word, Excel and Teams.
• Good understanding of computer hardware and peripherals.
• Good communication and customer service skills.
• Ability to prioritise workloads and manage multiple support requests.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.

Responsibilities

• Provide second-line technical support to staff.
• Diagnose and resolve hardware, software and operating system issues.
• Support Microsoft Windows and Apple Macintosh operating systems.
• Escalate complex technical issues to senior IT staff or external suppliers.
• Ensure proper recording, documentation, and closure of tickets.
• Report back on issues and challenges to the regional IT Service Delivery manager.
• Manage the e-waste process, aligned to the IT Asset Management process.
• Collaborate and contribute to the broader IT goals.

Skills

Windows 11

Microsoft 365

Active Directory

Entra ID

MacOS support

Customer service

Problem solving

Teamwork

Tools

Helpdesk ticketing systems

Job description

Company Description

Work with Us. Change the World.

At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world’s trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.

There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.

We're one global team driven by our common purpose to deliver a better world. Join us.

Job Description

The IT Support Specialist is a role that will be covering the Europe Region. The core function of the role is to provide effective Second-line IT support to employees in the Edinburgh office alongside a vendor technician. The role will also have a requirement to support projects across the region.

The core functions of the role are:

• Support regional projects including the yearly Cyber Essentials certification. This is a yearly requirement and will require focus during each certification period
• Support other regional projects as required
• When not on project work. Provide Second-line IT support to employees in the Manchester office.
• Provide effective Second-line IT support to employees in the EC India office alongside vendor technicians.

As part of the role, there will be an expectation to travel to other UK & European offices when required as part of project work.

Key Responsibilities

• Provide second-line technical support to staff.
• Diagnose and resolve hardware, software and operating system issues.
• Support Microsoft Windows and Apple Macintosh operating systems.
• Escalate complex technical issues to senior IT staff or external suppliers.
• Ensure proper recording, documentation, and closure of tickets.
• Report back on issues and challenges to the regional IT Service Delivery manager.
• Report back on issues and challenges to the regional IT Service Delivery manager.
• Ensure IT asset management processes are being followed.
• Manage the e-waste process, aligned to the IT Asset Management process.
• Collaborate and contribute to the broader IT goals.
• Support regional projects alongside the regional IT Service Delivery manager.

Qualifications

• Previous experience in an IT support or technical support role.
• Good knowledge of Microsoft Windows 11.
• Experience supporting Microsoft 365, including Outlook, Word, Excel and Teams.
• Good understanding of computer hardware and peripherals.
• Good communication and customer service skills.
• Ability to prioritise workloads and manage multiple support requests.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.

Desirable:

• Experience with Microsoft Active Directory and Entra ID.
• Good knowledge of Apple Macintosh operating systems.
• Familiarity with IT asset management and helpdesk ticketing systems.
• Relevant IT qualifications such as CompTIA A+, Network+ or Microsoft certifications.

Working Arrangements

• Full-time position.
• Office-based, hybrid or site-based depending on business requirements.
• Occasional out-of-hours support may be required.

Additional Information

At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.

About AECOM

AECOM is the world’s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $16.1 billion in fiscal year 2025. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.

Freedom to Grow in a World of Opportunity

You will have the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.

You will help us foster a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.

AECOM provides a wide array of compensation, benefits and well-being programs to meet the diverse needs of our employees and their families. We’re the world’s trusted global infrastructure firm, and we’re in this together – your growth and success are ours too.

Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm – access to industry-leading technology and thinking and transformational work with big impact and work flexibility. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

We are a Disability Confident Employer and will offer an interview to applicants who have a disability or long-term condition, who meet the minimum/essential criteria for the role. Please let us know using this email address [e-mail] if you would like to apply through the Disability Confident Interview Scheme.

All your information will be kept confidential according to EEO guidelines.