IT Support Engineer

We are seeking a skilled IT Support Engineer to provide advanced technical support within our 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 does still offer some flexibility.

Experience in IT support within a Retail environment is beneficial but not essential. A solid understanding of networking fundamentals is desirable.

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.
• 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.
• 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 practises 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.

The ideal candidate will be a proactive and organised professional with excellent communication skills, capable of building strong relationships across the business while confidently managing and resolving a wide range of IT issues. They will be comfortable working independently, whilst also collaborating effectively with colleagues, third-party suppliers and stakeholders to deliver reliable and secure IT services.

• Previous experience in an IT Support, Service Desk or Technical Support role.
• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
• Experience supporting a range of devices and operating systems, including Windows, Apple and Android platforms.
• Good understanding of networking fundamentals, including IP addressing, DNS, DHCP and network troubleshooting.
• Experience supporting Microsoft 365 applications and services, including Teams, SharePoint and Office applications.
• Knowledge of IT Service Management (ITSM) tools and processes, with experience managing incidents and service requests.
• Confidence working with hardware, software and peripheral devices, with the ability to install, configure and maintain equipment.
• Understanding of IT security best practices and the importance of maintaining a secure and compliant technology environment.
• Experience creating and maintaining technical documentation, user guides and support materials.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong organisational skills with the ability to manage competing priorities and meet service level agreements (SLAs).
• A proactive approach to learning new technologies and continuously developing technical knowledge.
• Ability to work collaboratively with colleagues, suppliers and stakeholders to deliver effective solutions.
• Exposure to Windows Server administration and infrastructure support would be beneficial.

What we offer

• Holiday – enjoy a well deserved break with 33 annual leave days per year…