Deskside Support Engineer
On site
Edinburgh, United Kingdom
Full Time
17-03-2025
Job Specifications
About The Role
Purpose
Working in the IT Infrastructure team, the Deskside Support Engineer is responsible for providing efficient and effective first and second line technical support to end-users across multiple office locations.
The role involves installation of hardware and software, troubleshooting software and hardware issues, assisting with IT related queries and completing IT administration tasks.
The team member will primarily work from their main office location but will be required to visit other offices if the need arises.
Responsibilities
To provide first and second line support of the IT infrastructure as a priority, efficiently balancing requests via helpdesk tickets, phone calls and walk-ups through
Service or change requests
Incident resolution
Delivery of scheduled daily, weekly and monthly tasks
Installing and configuring new hardware and software, ensuring infrastructure standards are maintained.
Troubleshooting and fault reporting of end-user devices
Reporting progress to the IT Infrastructure Operations Manager, immediately escalating outages, major delays and other serious issues
Completing IT administration tasks to the defined standard including but not limited to user account creation, group amendment, leavers process, resource allocation.
Assisting and applying operating system updates and patches
Maintaining and updating the Infrastructure team’s documentation library
Assist with ensuring that IT security policy and procedures are enforced and staff are aware of their contribution.
Providing out of hours support cover for application deployments and upgrades, on a rota where required
Act as an on-site point of contact for third line support teams to assist with the resolution of incidents. This may include performing certain activities at the direction of third line support teams such as patching, power cycles, replacing drives or any such activity which requires on-site presence
Travel to various office locations on an ad-hoc basis to provide on-site end-user support.
Work closely with colleagues to maintain a high-performing team
Assist in distributing knowledge amongst members of the Infrastructure team to aid personal development and the improvement of the IT Infrastructure
Maintain a technical advantage through continual training and personal development
Understand the business strategy and contribute to the overall goals of the business through infrastructure development, improvement and support
About You
Skills / Tools
Excellent PC support skills including a broad knowledge of Windows Client OS, Office 365 Apps and experience of supporting 3rd party desktop applications
Installing and configuring end-user devices
Ability to logically and methodically problem solve IT issues
Excellent experience with supporting Azure AD\Entra ID
Excellent experience with supporting and troubleshooting Microsoft 365 and Exchange Online
Excellent experience with supporting and troubleshooting Microsoft Teams
Experience with supporting and troubleshooting Intune
Experience of installing and utilising server and desktop hardware
Strong customer service skills
Excellent written and oral communication skills
Proven track record of delivering to commitments
Knowledge of industry recognised IT and support practices
An understanding of IT infrastructure technologies. Including DNS, DHCP, routing, TCP/IP
Qualifications
Microsoft certifications in relation to M365, Intune, Entra ID\Azure are a distinct advantage.
Other Relevant Information
Team player
Conscientious
Good attention to detail
Good time management skills
Proactive approach
Ability to think laterally
Proven track record
Can-do attitude
Willing to take responsibility
Reporting to the Infrastructure Operations Manager
About Us
Not Specified
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About the Company
Seven Investment Management (7IM) is an investment management business that helps individuals, their families and advisers to manage their capital to meet their financial needs and aspirations. We keep our promises, make things clear and simple, fix what’s wrong, do the right thing and accomplish the very, very best job we can. Discretionary Services Our service is called discretionary because 7IM has the ‘discretion’ to make investment decisions for you. It combines the discipline and rigour of our uniform investment proc... Know more
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