My client is seeking a skilled IT Support Engineer to provide advanced technical support within their organization.

This role involves troubleshooting complex IT issues, supporting end-users, and ensuring the smooth operation of the IT Service Desk. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work independently and as part of a team. This is an office-based role but offers some flexibility. A solid understanding of networking fundamentals is desirable.

Role Responsibilities:

• Provide support for IT incidents and service requests, including hardware, software, network issues, and to manage and document these requests using our Fresh Service ITSM tool.
• Communicate effectively with users to understand their needs and provide optimal solutions.
• Troubleshoot and resolve IT issues promptly, minimizing disruption to business operations.
• Deliver a highly available and well-managed IT service, ensuring compliance with service level agreements (SLAs) and reporting requirements.
• Communication & End User Management: Communicate effectively with users to understand their needs and provide optimal solutions.
• Oversee the IT incidents and service requests queue, ensuring support tickets are handled efficiently.
• Resolve escalated issues independently with minimal intervention from senior team members.
• Build strong working relationships with colleagues and communicate effectively.
• Demonstrate a willingness to learn new skills.
• Technical Support & Systems Management: Confidently support Windows, Apple and Android devices.
• Support retail store devices such as Tablets, PED, Tills, Label Printers etc.
• Demonstrate confidence in managing basic Windows Server administration.
• Possess a strong understanding of networking fundamentals, including IP addressing, DNS, DHCP, and basic troubleshooting of network issues.
• Ensure compliance with security requirements such as GDPR and PCI DSS.
• Install, configure, and support modern productivity tools such as, but not limited to Microsoft Office 365, Teams, SharePoint etc.
• Good understanding and adhere to strict compliance of IT security best practices to protect the business against cyber threats.
• Conduct hardware and software inventory, documentation, and licensing compliance.
• Collaborate with other IT teams, vendors, and stakeholders to implement new technologies and solve complex problems.
• Create and update technical documentation, user manuals, and training materials.

Company Benefits:

• Holiday – enjoy a well deserved break with 33 annual leave days per year (pro-rata for part time)
• Discount – treat yourself with generous uncapped discount across our stores
• Hybrid working – a combination of office and home working to help balance your work life balance
• Pension – save for the future with our company contributed enhanced Group Pension Plan
• Season ticket loans – spread the cost of travel with an interest free loan
• Access to Stream – support your financial wellbeing, with ability to access earnings ahead of pay day, save for the future and financial advice
• Access to Retail Trust – seek confidential support, access to a Virtual GP, free counselling service and discounted retail rewards with our employee wellbeing platform
• Access to company Academy – continue your development with our eLearning platform and development programmes
• Study assistance – invest in your professional development with funded courses and qualifications