IT Service Desk Engineer

We are looking for an Engineer to join our established Service Desk reporting into the Service Desk Manager. We have an exciting mix of skills and technologies, so this is a great opportunity to gain experience in a busy and growing retail environment.

The role involves troubleshooting hardware, software and network-related problems, managing service requests and escalating complicated issues when necessary.

This is envisaged as a role for someone creative, intelligent, self-disciplined, with strong problem-solving skills and a customer-focused approach. We are looking for a candidate who wants room to grow their skills and knowledge, a hunger to perform at a high level, and the opportunity to be exposed to advanced systems and progress as they gain experience.

·Provide first and second-line IT Support via phone, email, chat or in-person for both shop and head office staff

• Diagnose and resolve hardware, software, and network issues (Windows/MacOS, Office 365, AD, Azure, VPN, Printers, EPOS)
• Install, configure, and maintain desktops, laptops, peripherals, and mobile devices.
• Follow security protocols and report potential security risks according to security incident management procedures.
• Logging and track Incidents and requests using ITSM tools.
• Support and guide colleagues through step-by-step solutions and provide basic training and onboarding assistance for new joiners.
• Install, maintain and support current and future applications
• Creating and contributing to policies, processes, and procedures in the knowledgebase
• Prioritising and managing several open cases and mini projects at one time
• Ensure appropriate standards and procedures are always adhered to
• Escalation of complex Incidents and requests to relevant teams/departments or 3rd parties
• Basic Active Directory/Exchange Administration, and Azure Entra administration
• Basic networking configuration and troubleshooting (TCP/IP, DNS, DHCP, LAN/WAN)
• Patching, hot fixes and virus updates
• Assisting our IT Support Analysts with a variety of escalations
• Assisting our Store technology team with escalations and ongoing new technology implementations
• Communicating with 3rd party suppliers

· Experience in IT Supporting roles for a minimum of 2 years (Service Desk, Help Desk, Desktop Support)
· Experience working in a retail environment is beneficial
· Competent with Microsoft Windows 11 and Office
· Strong knowledge in administering ADUC, Azure, Exchange, EPOS Systems, and BAU Windows Updates
· Basic networking (TCP/IP, VPN, Wi-Fi)
· Excellent people and communication skills
· Ability to explain technical concepts to non-technical users
· Clear and articulate telephone manner
· Strong organisational skills and a logical approach to problem solving
· Calm under pressure