Junior IT Service Desk Engineer Edinburgh 2024

This role is to provide 1st line IT Support to the airport and partners as part of our existing ServiceDesk team. This is an exciting role which will provide a broad range of learning and development in many areas of IT. The role would suit someone who already possesses good IT support skills and is looking to develop these further in an IT career within a supportive department.

The role

The successful candidate would be working on a day to day basis within the ServiceDesk delivering excellent IT Service in a variety of areas. Predominantly this would be in the resolution of IT tickets and requests using our ServiceDesk system.

This is a hands-on position, best suited to someone willing to turn their hand to any technical problem or opportunity. A self-starter with a positive attitude and strong work ethic. This is a role where you can see and feel the value of your work and the positive impact on the business.

This role sits within IT Department / IT ServiceDesk, as part of the wider Technical Asset and IT function and will include (after induction) on call. IT service typically operate during regular business hours, but occasionally, there’s a need to work outside of these hours, including weekends, to prevent disruptions to business operations. During peak summer periods, the IT service team may need to work extended hours to meet demands.

What you’ll be doing

• Provide telephonic, in person & remote support.
• 1st line IT support, resolving tickets within SLA times.
• Ensuring EAL & third-party queries are promptly & professionally attended to.
• Setting up new mobile devices & PC equipment for users
• Setup & troubleshooting IP desk phones.
• Unlocking user accounts, changing passwords for different platforms
• Being the “boots on the ground”, investigating & resolving IT supported systems across the airport campus.
• Assist in the support of some business applications & systems.
• Triage & troubleshooting IT issues that are reported to Service desk.
• Organisational skills to manage and update tickets according to established procedures and SLAs (Service Level Agreements).
• Escalate & directing support queries to appropriate channels.

What we’re looking for

• This role requires the successful candidate to obtain a Counter Terrorist Check, so you must have been living in the UK for the last 3 consecutive years

Essential knowledge and experience

• Basic understanding of computer hardware and software.
• Knowledge of operating systems such as Windows 10 / 11.
• Familiarity with common software applications (e.g., Microsoft Office Suite).
• Understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
• Ability to diagnose and resolve technical issues reported by users.
• Basic knowledge of cybersecurity best practices and protocols is important to ensure that sensitive information and systems remain secure. Junior technicians should be aware of common security threats and follow established security procedures.

Essential skills

• Empathy and patience when dealing with users experiencing technical difficulties, and the ability to effectively listen to users’ issues and provide clear instructions or solutions.
• Proficiency in troubleshooting hardware and software problems, with capacity to follow systematic troubleshooting procedures to identify root causes.
• Ability to work effectively as part of a team, collaborating with colleagues to resolve complex issues.
• Ability to work under pressure with competing priorities in a 24×7 environment.

The following would be nice to have but is not essential for the role;

• Ability to document troubleshooting steps, resolutions, and best practices for future reference.

If your experience looks slightly different to what we’ve listed here and is transferrable to the role, we encourage you to still apply.

What we’ll offer you

• Pension scheme- employer contributions can be up to 7%
• 32 days holiday, based on full time roles, increasing with service
• Annual discretionary bonus
• Supporting your health and wellbeing- private healthcare after 1 years’ service, access to our Employee Assistance Programme and occupational health services
• Free car parking on site and when you go on holiday
• We offer a range of other benefits, find out more here

Why EDI?

We are Edinburgh Airport, where Scotland meets the world. The success of the airport comes down to our people, and you can help us deliver even more big days for our passengers and colleagues. The development of your career is important to us, and we’ll support and encourage this every step of the way. As a business we’re driven by our values – they’re at the core of our culture and everything we do. We’re looking for people who will demonstrate these values day-in, day-out. So if this sounds like you, apply now and get ready for your career to take off.

Building a diverse workforce that is inclusive and accessible to all is a priority for our business. As part of this journey, we are proud to be the first UK airport to be endorsed by WORK180. They only recognise great employers for all women. Find out about our policies on our WORK180 employer page.

As a Disability Confident Leader, we are committed to ensuring applicants with a disability can participate fully in our recruitment process. Please let us know in your application form if you require any adjustments, such as parking arrangements or alternative methods of communication.