IT Support Engineer Location: Aberdeen Bilfinger UK is a leading engineering and maintenance provider, supporting customers across the chemical & petrochemical, nuclear, oil & gas, pharmaceuticals & biopharma, power & energy, utilities, renewables and food & beverage markets. We enhance the efficiency of assets, ensuring a high level of availability and reducing maintenance costs. We have extensive experience in offshore and onshore facilities; specialising in asset management services throughout all life cycle phases from consulting, engineering, manufacturing, assembly, operations, maintenance, and decommissioning. This commitment is delivered by an experienced and highly competent workforce of over 4,500 employees operating from 14 offices in strategic industrial hubs, upholding the highest standards of safety, compliance and quality. Job Title: IT Support Engineer (1st & 2nd Line) Main Purpose: To provide comprehensive technical support to internal and external customers, assisting them with hardware and software problems via phone, email, or onsite. This role combines 1st and 2nd line support responsibilities to ensure efficient and effective IT service delivery. Main Responsibilities: Provide technical support; answering support queries either onsite, via phone, or email. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Take ownership of user problems and be proactive when dealing with user issues. Log all calls on the call logging system and maintain full documentation. Respond to enquiries from clients and help them resolve any hardware or software problems. Maintain a log of any software or hardware problems detected. Support users in the use of computer equipment by providing necessary training and advice. Allocate more complex service issues to the relevant IT Support member. Arrange for external technical support where problems cannot be resolved in-house. Ensure that all SLAs are met. Maintain an inventory of computer assets with the aim to have continual stock available (within reason). Build, configure, and deploy PCs, desk phones, and mobile phones, including associated software and operating systems. Maintain and support the above devices, and all other hardware and devices related to desktop infrastructure. Maintain and support software applications, ensuring they are patched in line with business cyber essential agreements, removing any unsupported applications. Take ownership of assigned tickets and see them through to completion, or escalate to the relevant team. Update assigned tickets with attempted work, and ensure that fixes and resolutions are documented in the closing notes. Ensure that tickets are closed within agreed SLAs. Provide phone support for incoming IT Support calls when required. Work with approved vendors and suppliers, and arrange site visits when required. Create and maintain documentation and user training materials relevant to IT Support. Flexible approach to IT support coverage, including remote site visits as part of the wider support team. Undertake self-study and attend courses related to technical and personal development. Raise any service shortcomings or changes that could improve the IT service to the team leader. Undertake ad-hoc site visits to provide onsite support when required. Undertake other ad-hoc duties not specifically stated, but necessary to maintain an acceptable level of IT support to the business. Essential Skills and Experience: Relevant 1st line / Helpdesk support experience. Strong knowledge of Microsoft-based operating systems with emphasis on Windows desktop technologies (Windows 10). Experience using and troubleshooting Microsoft Office (MS Word, Excel, and PowerPoint). Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation). Basic understanding of PC hardware setup and configuration. Excellent telephone manner and face-to-face communication skills. MCP certification would be beneficial, but is not essential. Excellent inter-personal skills: diplomatic and able to inspire user confidence. Thorough, professional approach. Experience in building, configuring, and deploying PCs, desk phones, and mobile phones. Ability to maintain and support software applications and desktop infrastructure. If you wish to speak to a member of the recruitment team, please contact 01224 246246. IT/Digitalisation | Bilfinger UK Limited | Permanent | White-collar workers | Skilled | Information Technology anahita.razeghianbilfinger.com