Deskside Support Engineer, Edinburgh

DXC; City of Edinburgh; On-site; GBP 28,000 - 35,000; Full time

Job summary

A technology services provider is seeking a Deskside Support Engineer to provide comprehensive support in a fast-paced, regulated environment. The role includes assisting users with desktop issues, maintaining service quality, and ensuring the accuracy of documented activities. The ideal candidate should be technically competent with strong communication skills and a readiness to learn. The position requires experience in desktop support and knowledge of network infrastructures, and offers a collaborative work model that supports well-being and personal development.

Qualifications

• Proven desktop support experience and technical competence.
• Ability to thrive in a regulated environment.

Responsibilities

• Provide a wide range of deskside support to end users.
• Work to resolve issues accurately and efficiently.
• Take ownership of escalated tickets.
• Contribute to the creation of Knowledge Base Articles.

Skills

Excellent written and verbal communication skills

Ability to work independently and as part of a small team

Experience of working in Desktop support role (3yrs+)

Software and hardware troubleshooting skills

Experience of supporting Microsoft Office suites including Office 365

Proficiency with Network Infrastructure

Printer hardware knowledge

Willingness to support essential out of hours work

Job description

We are currently looking for a highly customer-focused and enthusiastic Deskside Support Engineer, with a genuine interest in solving IT issues, to support our client.

The successful candidate should be technically competent, have good communication skills, be ready to learn, & thrive in a fast-paced regulated environment.

The successful candidate will support desktops and connected devices in office areas, as well as support various pieces of infrastructure including network printers, & network hardware & server hardware in a Hands & Eyes manner.

Responsibilities

• Working on behalf of DXC Technology.
• Providing a wide range of Deskside support to end users in office environments
• Work to resolve issues accurately and efficiently, within set targets and in a professional manner
• Maintain a dedicated commitment to service quality & customer experience
• Take ownership of tickets escalated from the service desk & other teams, handling them appropriately
• Work comfortably on your own, or part of a team, identifying and prioritising incidents, requests, & escalations accordingly
• Work well within the client environment
• Ensure that all activity is accurately documented and recorded in line with ITIL practises
• Contribute to the creation and up-keep of Knowledge Base Articles
• Be comfortable working in a highly regulated environment, adhering to local and global policies
• Work healthily and safely, in accordance with DXC training and policies
• Adhere to all IT Asset Management procedures & policies
• Build and deploy PCs, patch network points, troubleshoot printer problems, support standard software packages, and other general “IT” tasks
• Be prepared to engage with ad-hoc tasks with a best effort and positive attitude
• Work comfortably in comms areas, providing ‘Hands and Eyes’ support to other teams as well as taking ownership and providing on-the-ground feedback and guidance to offshore teams
• Be ready and willing to learn new skills and procedures, growing and provide greater support for colleagues and clients

Essential Skills

• Ready to learn and face new challenges
• Excellent written and verbal communication skills
• Ability to work independently and as part of a small team
• Ability to work well with global teams
• Experience of working in Desktop support role (3yrs+)
• Tested software and hardware troubleshooting skills
• Experience of supporting all Windows operating systems
• Experience of supporting Microsoft Office suites including Office 365
• Experiencing working in a highly regulated / ITIL environment, with appropriate service / ticketing systems
• Proficiency with Network Infrastructure e.g. switches, routers, APs, patching, network architecture knowledge
• Server Hardware support experiencing (racking & providing Hands & Eyes support)
• Printer hardware knowledge
• Willingness to support essential out of hours work when required

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.