Service Engineer

We are seeking a proactive, customer-focused Service Desk Engineer to join our Enterprise Service Desk at Schuhs Livingston Head Office. This is an exciting opportunity to be part of a modern, fast-paced technical support team that underpins the technology used across our stores, remote teams, and head office.

As a Service Desk Analyst, this role will act as an internal subject matter expert and escalation point for our third-party Service Desk and network support teams. Day-to-day Service Desk support, including standard incident handling and request fulfilment, is managed by our third-party support partner. This role will focus on supporting escalations, providing business context, coordinating investigations, and helping to drive service improvements across the support model.

• Act as an escalation point for the third-party Service Desk team where incidents or requests require internal input, business context, prioritization, or coordination with specialist teams.
• Support complex or high-impact issues that have been escalated from the third-party support partner, ensuring clear ownership, communication, and progress tracking.
• Work with the third-party support partner and internal technical teams to ensure escalated issues are investigated, progressed, and resolved in line with business priorities.

• Troubleshoot, maintain, deploy, and upgrade IT hardware including laptops, desktops, mobile devices, peripherals, and meeting-room equipment.
• Manage hardware lifecycle tasks: asset tagging, tracking, and inventory maintenance.

• Install, configure, and support a range of software across Windows, macOS, and mobile platforms.
• Support cloud and SaaS applications including Microsoft 365, Teams, SharePoint, One Drive, and business-specific tools.

• Act as the internal escalation point for complex network-related incidents where additional business context, prioritization, or coordination is required.
• Support VPN, Zero Trust, and remote access technologies.
• Work closely with the third-party network support partner to review escalations, coordinate investigations, track progress, and ensure clear communication between the supplier, Service Desk, and wider business.

• Create and manage accounts, permissions, and security groups in Azure AD / Entra .
• Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and Intune-managed devices.
• Assist with VoIP and unified communications platforms such as Cisco Webex or Teams Phone.

• Create and update documentation, knowledge base articles, and support procedures.
• Participate in evaluating new hardware, software, and technologies that benefit the business.

As part of the role, you will participate in an out-of-hours on-call rota to ensure critical services and systems remain supported outside standard business hours. This includes:

• Providing remote support for high-priority incidents that require immediate attention.
• Escalating issues to specialist teams where appropriate.
• Monitoring key systems and responding to alerts raised by automated tooling or Service Desk systems.
• Ensuring clear communication and accurate incident logging for any out-of-hours activity.
• Working within agreed SLAs to maintain service availability and minimise disruption to the business.

Participation in the on-call rota is shared fairly across the team as part of the role’s operational responsibilities.

• Windows 10/11, macOS, iOS/Android
• Microsoft 365, Azure AD / Entra , Intune (Endpoint Manager)
• VMware vSphere / Hyper-V
• Networking…