Description:
Deskside Support Engineer - Edinburgh
Location: Onsite Edinburgh
Your role
We are currently looking for a highly customer‑focused and enthusiastic Deskside Support Engineer, with a genuine interest in solving IT issues, to support one of our key clients.
You’ll be technically competent, an excellent communicator, keen to learn, and capable of thriving in a fast‑paced, highly regulated environment. In this role, you’ll support end‑user desktops and connected devices across office environments, as well as provide Hands & Eyes support for local infrastructure including network, server, and printing hardware.
What you’ll be doing
- Working on behalf of DXC Technology to deliver high‑quality Deskside Support services
- Providing a wide range of deskside support to end users in office environments
- Resolving incidents accurately and efficiently within agreed SLAs and targets
- Maintaining a strong commitment to service quality and excellent customer experience
- Taking ownership of tickets escalated from the Service Desk and other resolver teams
- Working independently or as part of a small on‑site team, prioritising incidents, requests, and escalations effectively
- Building trusted relationships within the client environment
- Ensuring all activity is accurately documented in line with ITIL best practice
- Creating and maintaining Knowledge Base articles to support continuous improvement
- Working safely and securely, adhering to DXC health & safety training, policies, and procedures
- Following all IT Asset Management processes and controls
- Building and deploying PCs, patching network points, troubleshooting printer issues, and supporting standard software packages
- Carrying out ad‑hoc IT tasks with a positive, “can‑do” attitude
- Providing Hands & Eyes support in comms rooms and technical areas, including feedback to offshore teams
- Continually learning new skills and processes to broaden your support capability
What you’ll bring
Essential Skills And Experience
- A strong willingness to learn and take on new challenges
- Excellent written and verbal communication skills
- Ability to work independently and collaboratively within small and global teams
- Experience in a Deskside / Desktop Support role
- Strong software and hardware troubleshooting skills
- Experience supporting Windows operating systems
- Experience supporting Microsoft Office and Office 365
- Experience working in a regulated, ITIL‑based support environment using ticketing systems
- Good understanding of network infrastructure (switches, routers, access points, patching)
- Experience supporting server hardware, including racking and Hands & Eyes activities
- Printer hardware support experience
- Flexibility to support essential out‑of‑hours work when required