Desktop Support Engineer

Who you are

• Due to the nature of the client environment, eligibility for security clearance is required for this role. To meet the current security requirements, candidates must be sole UK nationals and have lived and worked continuously in the UK for the past five years. Unfortunately, we are unable to consider dual nationals for this position
• Experience providing IT support within a technical, service desk, field services or infrastructure environment
• Good troubleshooting and problem-solving skills, with the ability to work through issues logically
• A good understanding of common IT hardware, software, networking and user support concepts
• Strong communication skills and a customer-focused approach
• The ability to work independently while also being a collaborative member of the wider team
• Good attention to detail, particularly when recording incidents and following processes
• A willingness to learn new technologies and develop your technical skills
• An understanding of the importance of security and following established procedures, particularly when working within a secure environment
• Relevant IT qualifications or certifications, such as CompTIA A+, Microsoft 365, AWS Cloud Practitioner or similar, would be beneficial but are not essential

What the job involves

• We’re looking for an Desktop Support Engineer to join our team in Edinburgh, supporting a secure and important client environment
• This is a hands-on role where you’ll be part of the team helping users with their day-to-day IT needs, troubleshooting technical issues and making sure technology continues to work smoothly across the site. We’re passionate about building diverse, inclusive teams and actively encourage applications from women, underrepresented groups, and neurodivergent candidates, with support and adjustments available throughout the hiring process
• You’ll have the opportunity to work across a range of technologies, build your technical knowledge and develop your career within a large technology organisation. We’re looking for someone who enjoys solving problems, is comfortable working directly with users and takes pride in providing a great support service
• Because this is an on-site role, you’ll be someone who enjoys being visible and approachable, working alongside colleagues and building good relationships with the people you support
• Providing hands-on technical support to users on-site, helping to resolve hardware, software and general IT issues
• Diagnosing and troubleshooting technical problems, escalating more complex issues to the appropriate teams where needed
• Supporting the installation, configuration and maintenance of IT equipment and services
• Assisting with infrastructure and technology projects, including deployments, upgrades and other site-based activities
• Monitoring systems and responding to incidents to help keep services running effectively
• Keeping accurate records of incidents, equipment and technical activities
• Following established processes, security requirements and best practices when delivering IT support
• Working closely with colleagues and other technical teams to resolve issues and maintain a high level of service
• Helping to identify recurring issues and opportunities to improve the user experience
• Continuing to develop your technical knowledge and keeping up to date with relevant technologies