Deskside Support Technician (Edinburgh)

Working with one of our prestigious clients, we are looking for a Deskside Support Technician

Primary Responsibilities:

• Technical Support: Deliver first and second line support for IT infrastructure, prioritizing helpdesk tickets, phone calls, and walk-ups.
• Service or change requests
• Incident resolution
• Scheduled daily, weekly, and monthly tasks
• Installation & Configuration: Install and configure new hardware and software, maintaining infrastructure standards.
• Troubleshooting: Diagnose and report faults in end-user devices.
• Reporting: Update the IT Infrastructure Operations Manager on progress, escalating outages, major delays, and serious issues.
• Administration: Complete IT administration tasks, including user account creation, group amendments, leavers process, and resource allocation.
• Updates & Patches: Assist with applying operating system updates and patches.
• Documentation: Maintain and update the Infrastructure team’s documentation library.
• Security: Ensure IT security policies and procedures are enforced, raising staff awareness.
• Out-of-Hours Support: Provide support for application deployments and upgrades on a rota basis.
• On-Site Support: Act as a point of contact for third line support teams, performing activities such as patching, power cycles, and drive replacements.
• Travel: Visit various office locations as needed to provide on-site support.
• Team Collaboration: Work closely with colleagues to maintain a high-performing team.
• Knowledge Sharing: Distribute knowledge within the Infrastructure team to aid personal development and IT infrastructure improvement.
• Training & Development: Maintain a technical advantage through continual training and personal development.
• Business Strategy: Understand the business strategy and contribute to overall goals through infrastructure development, improvement, and support.

About You:

Skills & Tools:

• Excellent PC support skills, including broad knowledge of Windows Client OS, Office 365 Apps, and third-party desktop applications.
• Proficiency in installing and configuring end-user devices.
• Logical and methodical problem-solving abilities.
• Strong experience supporting Azure AD/Entra ID.
• Expertise in supporting and troubleshooting Microsoft 365, Exchange Online, and Microsoft Teams.
• Experience with Intune support and troubleshooting.
• Familiarity with server and desktop hardware installation and utilization.
• Strong customer service skills.
• Excellent written and oral communication skills.
• Proven track record of delivering commitments.
• Knowledge of industry-recognized IT and support practices.
• Understanding of IT infrastructure technologies, including DNS, DHCP, routing, and TCP/IP.

Qualifications:

• Microsoft certifications related to M365, Intune, Entra ID/Azure are highly advantageous.

Salary & Benefits:

• Up to £35,000
• Discretionary Bonus
• Pension – 7.5% / 8%
• Access to online training modules and the ability to study for qualifications
• 27 days of annual leave, plus UK bank holidays
• Plus Many More