IT Support Engineer (Glasgow or Edinburgh)

Lisa Thomson, on August 23, 2019

Do you have a passion for delivering exceptional technical support and internal customer service? Are you a solution and commercially focused problem solver who enjoys taking ownership of challenges, developing your skills and operating in a fast-paced technical environment?

Aridhia’s cloud-based business model is delivered through our innovative data analysis platform, the Digital Research Environment. Our services enable healthcare and research organisations to accelerate their analytic projects to develop new, data-driven approaches to healthcare and improving patient outcomes.

We are seeking an IT Support Engineer to join our growing Service Delivery team and focus on providing internal IT Support to the Company. The role involves ensuring that all our internal IT systems, equipment and procedures across our office sites in Glasgow and Edinburgh are operating effectively, working with internal customers to provide guidance, answer questions and resolve any issues.

To apply please send your CV and covering letter stating your current and expected salary and benefit expectations to recruitment@aridhia.com marked for the attention of Lisa Thomson, Head of HR.

What you’ll deliver

The successful candidate will work as part of a small team, ensuring that all our internal IT systems, equipment and procedures across our office sites in Glasgow and Edinburgh are operating effectively, working with internal customers to provide guidance, answer questions and resolve any issues. This will involve:

  • Managing and supporting any desktop, hardware and software support issues arising to ensure all systems are operating effectively.
  • Setting up and maintaining new equipment, laptop builds and accounts.
  • Progressing, tracking and monitoring issues using our JIRA help desk system.
  • Managing the escalation process on issues.
  • Providing daily monitoring of operational systems.
  • Providing input to user documentation and resources.
  • Providing a high level of internal customer service and responsiveness.
  • Working within our Information Security and Governance frameworks in line with our ISO accreditations.

What you’ll bring

Essential

  • Ability to demonstrate proven experience in a similar role.
  • Web-based support experience.
  • Experience of Windows operating systems and Active Directory.
  • Experience of Office 365 administration and Exchange online.
  • Ability to build and troubleshoot laptops and IT issues (Mac experience also an advantage).
  • Ability to problem solve and analyse issues to a technical level.
  • Excellent numeracy and oral and written communication skills.
  • Ability to assess risk and priority of issues across a wide range to internal customers.
  • Customer focused approach.

Desirable

  • Working within an environment adhering to ITIL guidelines, and familiarity with ITIL framework.
  • Experience of Linux/UNIX environments.

What we offer in return

Aridhia is an entrepreneurial and ground-breaking company. We follow an agile working method with daily team stand-ups, progress boards, sprints, and show and tell sessions, to keep people informed and involved as projects evolve, and to share knowledge across teams.

In addition to competitive remuneration packages with opportunities to share in our commercial success, we offer the following benefits:

  • 35 days annual holiday entitlement, inclusive of three public holidays
  • Private healthcare for employees and their families
  • Death in Service scheme
  • Generous Company Pension scheme
  • Cycle to Work scheme
  • Enhanced maternity, paternity and sick pay benefits
  • Individually tailored induction and personal development plans


 

Lisa Thomson

Head of HR

Lisa has a range of HR experience gained in high-growth, Scottish technology companies including Wolfson Microelectronics, Axios Systems, and Sumerian Europe prior to working with Aridhia Informatics in 2010. Lisa is also Director for Scotland of Startup Grind, a networking organisation for entrepreneurs, and is a 2014/15 Saltire Fellow with Entrepreneurial Scotland. She has recently returned from a programme of accelerated MBA programme studies at Babson College in Boston USA and is Founder of Purpose, a niche HR/Management growth consultancy to early stage and investor backed businesses.

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