| Reference: |
0468 |
| Salary: |
From £31,000 |
| Working pattern: |
Full time, Permanent |
| Location: |
Edinburgh |
| Closing date: |
7 July 2024, midnight |
The Computing Engineer will provide first line support to all internal and external customers, raising internal helpdesk requests and external Legal Aid Online (LAOL) calls.
You will be responsible for the administration of user access and the asset management process, providing efficient and effective technical solutions in a clear and constructive manner.
Key responsibilities include:
- incident management – investigation and resolution of incidents
- set up new legal aid firms for the online service
- set up user access to SLAB’s systems for new users
- meet Service Level Agreements for your Helpdesk calls and ensure that all procedures are followed
- participate in user access and hardware\software audits
- asset and configuration management – maintain secure configuration and accurate information, controlling IT assets in one or more significant areas and verify the location and state of assets by ensuring documentation is always updated
- change management – implement changes based on requests for change with the ability to apply change control procedures
- technical specialism – assist in technical support activities and carry out agreed or routine maintenance and administration tasks.
We’re looking for:
- good working knowledge of Microsoft Office Packages (in particular Excel and Word)
- working knowledge of Citrix or other VPN environments
- basic understanding of scripting skills (Powershell)
- Mitel telephony, preferably with MS Teams integration
- working knowledge of Oracle Cloud Fusion
- experience in a customer service environment with a demonstrable willingness to help customers and a good level of empathy for customer problems
- tactful and diplomatic, with excellent oral and good written communication skills to ensure information is understood, with the ability to use appropriate, non-technical language for audiences
- high quality and accuracy of work, especially when under pressure
- strong interpersonal skills and telephone manner
- good troubleshooting skills, using initiative to find a solution
- strong fault finding and analysis skills.
How to apply
Full details about the role and an online application are available through our recruitment portal (external link).
