IT Support Technician

Organisation: The Royal Zoological Society of Scotland

Salary: £26,610 - £30,592

Location: Edinburgh

An exciting role has arisen within RZSS, the Royal Zoological Society for Scotland. We are the conservation charity that owns Edinburgh Zoo and Highland Wildlife Park and have big ambitions to save wildlife and empower people in Scotland and around the world to protect, value and love nature.

The role

Undertake designated specialist IT activities across multiple locations, to provide an effective IT service to colleagues, in accordance with agreed service standards, under appropriate guidance and direction, in support of RZSS’ vision and mission. Assist the Head of IT, and other IT staff, as needed in providing a professional service to all employees.

This is a full time, permanent position where the working hours are 37.5 hours per week and weekend and evening working may be required.

Some of the things you’ll do:

Acts as the primary escalation point for issues escalated from level 1 IT support across the whole Society, demonstrating first-class customer care and service. May, very occasionally, be the only IT resource for the Society (e.g. during sickness, holiday, work commitments elsewhere in the IT team).
Troubleshoots and resolves level 2 IT issues in a timely and efficient manner, updating ITSM systems as appropriate and keeping the end user informed.
Where necessary, escalates issues to level 3 staff and/or 3rd party suppliers as appropriate, keeping internal colleagues and end users updated on progress. Monitors escalated tasks through to completion.
Undertakes 2nd line technical support of the Society’s IT hardware estate (servers, storage, networking, IP-CCTV, desktops, laptops, printers, peripherals, VoIP/PBX telephone).
Undertakes 2nd line technical support of the Society’s networking and communications infrastructure (Internet, WAN, LAN, VLAN, Wi-Fi etc).
Undertakes 2nd line technical support for both the Society’s standard IT software provision (Windows, Mac, Office365 etc) and its line of Business specialist systems.
What we’re looking for:

Microsoft Certified Solutions Associate or equivalent
An awareness of current trends and issues in IT, data protection and information compliance
Promotes an excellent customer service ethos
Ability to communicate technical issues, both verbally and in writing, to a varied user base
Experience in an IT department providing personal support to users with a range of abilities, including the provision of 1st and 2nd line support.
Demonstrable technical experience of Microsoft server stack technologies and architectures

Please see the role profile for further information on what the role involves and essential/desirable criteria.

Please visit our dedicated careers page at: to apply, submitting your CV and cover letter. In this we ask you to outline:

Why you would like to join RZSS?
Include in your cover letter:
– a brief paragraph telling us more about your 2nd line IT experience and typical duties performed in previous roles.
– a brief paragraph detailing more about your server and infrastructure experience and technologies used.
We offer a range of great benefits which can be found at

Application Deadline: Friday 21/04/2023