Owners and operators of the world-class Port of Nigg facility, together with strategic bases in Edinburgh, Glasgow, Aberdeen, and Inverness, the Global Energy Group are a service-focused, performance-driven business, offering construction, maintenance, and enhancement solutions to a diverse range of energy industry customers.
Our culture underpins everything we do, ensuring all our people are commercially astute, delivery-focused, empowered, entrepreneurial, and committed to building long-term working partnerships.
Acting as the face of Technical Services, the role of First Response Engineer is to provide essential user support to Global Energy IT users. This position offers critical services by providing remote and physical technical support for users logging requests, queries, and issues related to the Group's IT and telephony systems.
The Service Desk is the foundation of IT service delivery within the organization, ensuring users have well-supported and functional IT equipment. This role supports the Technical Services department's goal to deliver effective and efficient services within agreed SLAs.
This is an office-based role, and the individual is expected to work in alignment with the Group's vision, strategy, and core values.
Key Responsibilities
- Respond to first-line enquiries in person, via email/IT Portal, or telephone, working effectively as part of the team or independently.
- Manage own time effectively to support Service Desk priorities as directed by the Service Desk Team Leader.
- Log, manage, and close calls within the appropriate Service Desk system.
- Provide 1st and 2nd line IT/Telephony support for software, infrastructure, and desktop services provided to end users.
- Travel to Global sites as required to support users, including contractor, supplier, or customer sites.
- Deliver a high-quality customer experience, maintaining customer satisfaction levels and working with IT management to improve standards.
- Coordinate calls, issues, and requests with 2nd line teams to ensure end-user satisfaction and resolution.
- Install and set up IT/Telephony equipment as specified in the service catalog or upon user request.
- Adhere to ITIL, Service Desk, and Group policies and procedures.
Experience & Qualifications
- 2-3 years' experience in an IT helpdesk or support environment.
- Experience with key enterprise IT systems such as Microsoft Exchange, Office 365, etc.
- Excellent communication and interpersonal skills.
- Strong customer focus.
- Desire to progress and learn new technologies.
- Driving license is essential.
If you are interested in discussing this role further, please send your CV to .
Apply Now
Fill in the form below to inquire about this job.
Leave this field blank
Name
Email
Cell Phone
Where did you hear about this role?
CV
We will only use this information to respond to your inquiry. Please tick the box to consent to your data being stored in accordance with our privacy policy.