IT Support Engineer – 1st/2nd Line

3 weeks ago

Dunfermline, United Kingdom Huntr Talent Group Full time

Overview

An exciting opportunity for any animal lover to be a part of Scotland's leading animal welfare charity, that is dedicated to rescuing, rehabilitating, and rehoming animals in need, ensuring they receive the love and care they deserve.


You will be working on a busy Service Desk receiving, and resolving support calls and emails to provide the best possible experience to colleagues: taking ownership of problems, responding in a timely and professional manner, maintaining service targets, and excellent case documentation.


Key Responsibilities:

  • Provide 1st line and 2nd line phone, desk-side and remote support to business users by analysing and troubleshooting to resolve incidents, including resolution of hardware and software issues. Provide support with backups, email and password resets.
  • Install, configure, and administer applications, software and hardware for business users.
  • Manage laptop / peripheral deliveries and returns for new hires, repairs, and refreshes.
  • Set up, configure and install new PC’s and associated equipment and ensure that all mobile devices issued by the Society are fully encrypted.
  • Maintain IT and communications infrastructure, including servers and remote sites.
  • Maintain desktop software version control and update as required.
  • Maintain anti-virus software on desktop and mobile devices.
  • Liaison with external providers of software and hardware.
  • Manage databases and updating, maintaining, and reviewing IT equipment inventory.
  • Organising troubleshooting or repair when necessary for IT equipment
  • Scheduling and managing recycle pickups including wiping, removing passwords, and ensuring all documents are received and uploaded.
  • Provide day-to-day and periodical reporting of issues, usage and performance metrics
  • Assist with research for software and hardware upgrades.


Requirements:

  • Experience in 1st / 2nd line support
  • Practical experience of Microsoft Windows 10/11, Office 2016/365 support
  • Ability to analyse and articulate technical concepts to non-IT colleagues in a clear and concise manner


Details

  • Hybrid role with 1 day per week required onsite - Dunfermline
  • Flexible working hours
  • Salary of £22,000

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