Associate Service Support Engineer

Edinburgh, City of Edinburgh
£26,966 to £34,259
20 May 2019
20 Jun 2019
Full Time
Contract Type

Associate Service Support Engineer

Our established Charity client, are looking for an Associate Service Support Engineer to work within the Operating Technology Department. The opportunity requires both remote technical desktop support as they move away from using a separate level support system.

The organisation is extremely flexible and would consider offering flexible working options. Many people within these teams are already splitting remote and office based work, with the understanding that you will always be available to come to site when needed to fix or troubleshoot technical issues and offer desktop support.

The successful candidate will be expected to act as a first point of contact for tickets (phone calls, instant messages, and directly through the service support ticketing system) from staff who are experiencing issues with any part of the technology estate.


The role:

● Support the service support team manager in designing the new working

structure of the service support team, and its continuous improvement.

● Act as local troubleshooter and engineer, using knowledge articles and

your initiative to fix IT issues as they arise.

● Maintain and update the asset database.

● Support the deployment of new technology and assist in its rollout in your

region, especially during mobilisation, including asset management,

provisioning, and return of faulty kit.

● Provide first and second line support – troubleshooting technology issues

across our entire technology estate, including end-user computing,

software and hardware.

● Triage issues that you cannot solve to third-line support, eg network and

infrastructure engineers.

● Contribute knowledge articles to the service support.


Key skills:

● Demonstrable experience of IT problem solving, in a personal or

professional setting.

● Demonstrable experience of dealing with challenging situations, eg

customer relations or conflict mediation.

● Excellent written and verbal communications skills, including on the phone.

● Excellent eye for detail and ability to follow a process, eg knowledge

article, in a technical setting.

● Excellent listening skills, a positive, encouraging personality, and a desire

to help and support others.

● Understanding of how to manage a varied and busy workload, and work as

part of a multidisciplinary team.

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