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IT Service Desk Engineer Dobbies Head Office, Melville Nursery, Lasswade, Midlothian, EH18 1AZ

IT Service Desk Engineer – Dobbies Garden Centres Head Office, Edinburgh.

Role Overview
Here at Dobbies Garden Centres Edinburgh HQ, we are looking for an experienced IT Service Desk Engineer to join our team.  With strong customer service skills, you will be part of a team providing first class remote and in-house technical support to customers.  Ensuring SLA's are met and all customers are satisfied with the service provision. 

This position would be ideal for somebody looking to progress their career into a senior Service Desk role, leading the team through strong coaching and a flexible, hands-on approach to work.

 You will be a highly motivated individual with a practical mind set, ensuring that tasks are undertaken with enthusiasm, best practise observed and completed to a high standard, where the interests of Dobbies are always put first.

Skills Required

  • Previous experience within an IT helpdesk / IT support role (preferably within retail however not essential)
  • Excellent communication, professional interpersonal and customer service skills
  • Hands on and remote support to various locations across the UK utilising telephony, email, remote desktop technologies.
  • Understanding of networking
  • Understanding of supporting Wi-Fi installations
  • Good technical background, able to explain information in simple, clear terms to non-IT personnel
  • Logical thinker who can demonstrate good analytical and problem solving skills.
  • Ability to work independently, flexibly and with initiative
  • ITIL driven process management
  • Provide coaching, support and training to others

Essential Technology experience

  • Windows XP/7/8/10
  • Significant Apple OS experience ranging from Lion to Sierra
  • Significant Apple IOS experience and management of mobile devices
  • Integration and management of Apple devices within a Microsoft infrastructure
  • Windows Server 2003, 2008 and 2012 R2.
  • MS Exchange and other corporate MS Applications including AD and other related services/systems (e.g. SCCM/SCOM/SCVMM)
  • Mixed hardware support across a variety of Desktops, Laptops and tablet devices

Technology Experience desired but not essential

  • Android device support
  • EPOS Hardware troubleshooting and support
  • EPOS software technologies including Navision and Mercatus
  • Cisco and Meraki installation/support

 Duties will include but not limited too

  • Take primary responsibility for the Apple devices support and installation
  • Install, maintain, test, analyse, and provide problem resolution for all local and remote hardware and software elements, including but not limited to EPOS systems, PCs, laptops, tablets, hand held terminals, printers, and peripherals
  • Diagnose, evaluate, prioritize, and escalate requests for assistance from users experiencing problems with hardware, software, windows operating system, networking and other computer related issues
  • Resolve escalated customer issues without the need for team lead intervention
  • Take ownership of technical issues and work with other groups to resolve more advanced issues when necessary, seeing incidents through to successful resolution in a timely and appropriate fashion
  • Incident investigation and resolution of Retail software systems
  • Installing, updating, maintaining and supporting Windows and EPOS systems
  • Diagnosing and solving hardware faults
  • Installing, updating, maintaining and supporting various software from different vendors i.e. MS Office, Sophos Anti-virus, etc
  • Resolving remote connectivity issues
  • Incident, problem, request management using service management toolsets, at all times giving timely and comprehensive updates.
  • Checking daily log files and monitoring alerts
  • Maintaining internal Windows servers
  • Define and document problem resolution steps and manage IT documentation
  • Carry out assignments and additional responsibilities as required

Do you think you’ve got what it takes grow your career even further with Dobbies?  Can’t help but put the customers first?  Thrive on being part of a successful team that consistently delivers?  Do you flourish in a busy, fast paced environment?  If you answered yes then we may have the opportunity for you.  Click apply now to send your CV and covering letter.

Dobbies Head Office
Melville Nursery, Lasswade, Midlothian, EH18 1AZ

  • Job Ref DO2258
  • Branch Dobbies Head Office
  • Location Dobbies Head Office, Edinburgh
  • Salary/Benefits Competitive Salary
  • Contract type Permanent
  • Hours Full Time
  • Shift pattern Flexible shifts throughout the week including weekends
  • Hours per week 36.25 hours per week
  • Posted date 30/06/2017
  • Closing date 30/07/2017