IT Support Specialist - #2194524

The 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.

At 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.