Full job descriptionIT Support SpecialistThe 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.
The core functions of the role are:
*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.
As part of the role, there will be an expectation to travel to other UK & European offices when required as part of project work.
Key Responsibilities:
*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.
Qualifications:
*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.
Desirable:
*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.
Working Arrangements:
*Full-time position.
*Office-based, hybrid or site-based depending on business requirements.
*Occasional out-of-hours support may be required.
Additional InformationAt AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.