7IM
Deskside Support Engineer (Edinburgh)
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Deskside Support Engineer – IT Infrastructure Team
Purpose
As part of the IT Infrastructure team, the Deskside Support Engineer provides high-quality first and second-line technical support to end-users across multiple office locations. The role entails:
- Delivery, installation, and maintenance of hardware and software
- Resolution of complex technical issues
- Acting as a trusted point of contact for IT-related queries
- Ensuring consistent and efficient support processes
While primarily based at a main office location, the role requires flexibility to support other offices as business needs demand.
Responsibilities
Primary Support Tasks
- Deliver first and second-line support for IT infrastructure, managing demand through:
- Helpdesk tickets
- Telephone support
- On-site walk-up assistance
- Handle:
- Service and change requests
- Incident investigation and resolution
- Scheduled operational tasks (daily, weekly, monthly)
- Install, configure, and deploy hardware and software in line with agreed standards and best practices
- Conduct troubleshooting and fault reporting for end-user devices
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Accountability & Reporting
- Report progress to the IT Infrastructure Operations Manager, including immediate escalation of:
- Outages
- Major delays
- Serious issues
IT Administration & Documentation
- Complete IT administrative tasks to defined standards, including:
- User account creation
- Group amendments
- Leavers process
- Resource allocation
- Assist with operating system updates and patches
Documentation & Compliance
- Maintain and update the Infrastructure team’s documentation library
- Assist in ensuring IT security policy and procedures are enforced
- Support staff awareness of their IT-related contributions
Specialised Support
- Provide out-of-hours support cover for application deployments and upgrades (on a rota basis)
- Serve as an on-site point of contact for third-line support teams
- Perform on-site tasks (e.g., patching, power cycles, replacing drives) under third-line direction
- Travel to various office locations for on-site support
Collaboration & Development
- Work closely with colleagues to maintain a high-performing team
- Assist in distributing knowledge to improve IT infrastructure and support
- Maintain a technical advantage through continual training and personal development
- Contribute to business strategy via infrastructure enhancements and support
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About You
Required Skills & Experience
- Excellent PC support skills, with broad knowledge of:
- Windows Client OS
- Office 365 Apps
- 3rd party desktop applications
- Experience in installing and configuring end-user devices
- Ability to logically and methodically problem-solve IT issues
- Experience supporting:
- Azure AD / Entra ID
- Microsoft 365 & Exchange Online
- Microsoft Teams
- Intune
- Hands-on experience with server and desktop hardware
- Strong customer service skills
- Excellent written and oral communication
- Proven track record of meeting commitments
- Knowledge of industry-recognized IT and support practices (e.g., DNS, DHCP, routing, TCP/IP)
Preferred Qualifications
- Microsoft certifications (M365, Intune, Entra ID / Azure) are a distinct advantage
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