IT Support Specialist

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The IT Support Specialist is a role that will be covering the Europe Region. The core function of the role is to provide effective Second-line IT support to employees in the Edinburgh office alongside a vendor technician. The role will also have a requirement to support projects across the region.

As part of the role, there will be an expectation to travel to other UK & European offices when required as part of project work.

Working Arrangements

- Full-time position.
- Office-based, hybrid or site-based depending on business requirements.
- Occasional out-of-hours support may be required.

Responsibilities

Support regional projects including the yearly Cyber Essentials certification. This is a yearly requirement and will require focus during each certification period; Support other regional projects as required; When not on project work. Provide Second-line IT support to employees in the Manchester office.; Provide effective Second-line IT support to employees in the EC India office alongside vendor technicians.; Provide second-line technical support to staff.; Diagnose and resolve hardware, software and operating system issues.; Support Microsoft Windows and Apple Macintosh operating systems.; Escalate complex technical issues to senior IT staff or external suppliers.; Ensure proper recording, documentation, and closure of tickets.; Report back on issues and challenges to the regional IT Service Delivery manager.; Ensure IT asset management processes are being followed.; Manage the e-waste process, aligned to the IT Asset Management process.; Collaborate and contribute to the broader IT goals.; Support regional projects alongside the regional IT Service Delivery manager.

Requirements

Previous experience in an IT support or technical support role.; Good knowledge of Microsoft Windows 11.; Experience supporting Microsoft 365, including Outlook, Word, Excel and Teams.; Good understanding of computer hardware and peripherals.; Good communication and customer service skills.; Ability to prioritise workloads and manage multiple support requests.; Strong problem-solving and analytical skills.; Ability to work independently and as part of a team.

Nice to have

Experience with Microsoft Active Directory and Entra ID.; Good knowledge of Apple Macintosh operating systems.; Familiarity with IT asset management and helpdesk ticketing systems.; Relevant IT qualifications such as CompTIA A+, Network+ or Microsoft certifications.