1st/2nd Line Support Helpdesk

Excellent opportunity for a technical graduate with a passion for technology looking to kick start a career in IT. Based within the Technical Services team, responsible for providing support and assistance with hardware and software for select employees.

The organisation will consider a recent graduate or someone with similar work experience

Working within a leading technology organisation based in Edinburgh on a 6 month FTC initially but a strong chance of a permanent role here and career opportunities

What sort of skills and knowledge do I need for this helpdesk role?

• A technical degree or similar would be ideal or experience in a similar role
• ITIL Foundation certification is desirable
• Experience configuring, maintaining, and troubleshooting PC hardware (Windows and Apple)
• Ability to support Apple devices MacBooks / iPads
• Good system administration skills, focusing on Microsoft Windows Server 2016/2019/2022, Active Directory
• Proven problem-solving and technical support skills
• Ability to organize and complete more complex projects while still dealing effectively with routine support issues.
• Good interpersonal and communication skills. Ability to communicate to users at all levels of technical ability and understanding.
• Knowledge of TCP/IP networking, including knowledge of routine elements of this including structured cabling, switches, wireless networking, VPN, DNS and DHCP and wide area networking desirable
• Extremely high accuracy and attention to detail.
• The post-holder must also consider the operational implications of deploying or altering systems and anticipate and address side-effects and security implications.
• Desirable: Administration knowledge of Linux

What will the main responsibilities of this helpdesk 1st/2nd line support role be?

• Provide technical support to internal staff and guests at all levels of seniority and IT literacy.
• Liaise with external support personnel where needed for the setup of special projects – such as shows, demonstrations and on-site training courses. Where appropriate, provide informal technical training to users for minor tasks.
• Configure/reconfigure computers for all employees, including software installations, network configurations, hardware integration, final testing, and migration of users’ old data onto the newly built system.
• Log and update technical support incidents in incident management systems.
• Maintain availability of storage for ad-hoc backups of users’ systems and for regular backups of all server resources. Take steps to ensure that users are making appropriate choices for the storage, protection, and security of their data.
• Install software on internal PCs as needed by various departments. Ensure systems are always kept current with security patches and with appropriate security software.
• Respect and maintain the confidentiality and security of sensitive files owned by the various departments, notably HR and Finance, and office-wide emails.

Excellent salary and career progression on offer in this organisation in Edinburgh