OSS Service Engineer

H-E Parts; Glasgow; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading IT services provider is seeking an OSS Specialist in Glasgow, Scotland. This role involves delivering desk-side support to IT users, resolving IT issues, and providing training on common IT challenges. The ideal candidate will have a formal IT qualification and strong communication skills to navigate between business and technical teams. Responsibilities also include managing inventory and logistics of IT devices and ensuring a seamless support experience for users.

Qualifications

• Experience in desktop support and IT issue resolution.
• Ability to communicate effectively with technical and non-technical audiences.
• Proven ability to work independently and self-start.

Responsibilities

• Deliver desk-side support for IT users.
• Collaborate with support teams for incident resolution.
• Manage physical stock of devices and accessories.

Skills

IT issue resolution

Communication skills

Proactive mindset

Education

Formal qualification in IT

Job description

Location: Glasgow, Scotland, United Kingdom

Job ID: R0110330

Date Posted: 2025-12-12

Company Name: HITACHI ENERGY UK LIMITED

Profession (Job Category): IT, Telecom & Internet

Job Schedule: Full time

Remote: No

Job Description:

In your role as an OSS Specialist, you will be responsible for delivering Desk Side Support to IT users, specifically handling IT issues that require physical intervention.

Your duties will extend to aiding incident resolution through collaboration with various support teams and groups within the IT department. You will play a critical role, serving as a representative of the IT organization, acting as the interface between the customer and other IT functions.

How you'll make an impact:

• Diagnoses and resolves IT-related issues effectively and efficiently.
• Ensures that computers are delivered in a 'ready-to-use' condition for IT users.
• Provides ad-hoc training to users on common IT issues and guides them through self-service tools.
• Manages the physical stock of devices and accessories, including updates in the Configuration Management Database (CMDB).
• Conducts regular inventory checks for relevant hardware.
• Coordinates logistics by utilizing local logistics providers to transport and relocate devices between locations.
• Handles warranty cases in collaboration with the appropriate Original Equipment Manufacturers (OEM) vendors.
• Identifies and reports potential risks that could impact the quality of OSS services.
• Offers support to end users and ensures the functionality of IT equipment and software in meeting rooms and other user collaboration areas as part of desk-side support.
• Performs routine checks of computer rooms, including monitoring temperature, air conditioning, cabling, and general functionality.
• Adheres to prescribed OSS governance, which involves participating in meetings and following the escalation process, among other responsibilities.
• Follows OSS procedures as outlined in the Runbook, Standard Operating Procedures (SOPs), and knowledge articles.

Background:

• Formal qualification in IT completed from an accredited university or college, OR completed an apprenticeship in the field of IT.
• Excellent communication skills, both written and verbal, including the ability to communicate effectively with both business and technical audiences in the local language and English.
• Proactive and solution-oriented mindset.
• Demonstrates an ability to work independently and is self-driven.
• Legal authorization to work in the applied location is required. We will not sponsor individuals for employment visas now or in the future for this role.

Qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process. This is solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes will not receive a response.