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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 offers some flexibility.
Experience in IT support within a Retail environment is beneficial but not essential. A solid understanding of networking fundamentals is desirable.
Responsibilities
Service Desk
* Provide support for IT incidents and service requests, including hardware, software, network issues, and 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 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
* Support Windows, Apple, and Android devices confidently.
* Manage basic Windows Server administration confidently.
* 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 Microsoft Office 365, Teams, SharePoint, etc.
* Adhere to 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.
Measures of success
* Deliver effective IT support with a professional approach.
* Meet or exceed performance targets and KPIs.
* Maintain strong audit scores, ensure a secure IT environment, and receive positive user feedback.
* Demonstrate our values – teamwork, continuous improvement, customer focus, and a positive attitude.
What we offer
* 33 days of annual leave (pro-rata for part-time).
* Generous discounts across our stores and restaurants.
* Hybrid working model – combining office and home working.
* Enhanced Group Pension Plan.
* Season ticket loans for travel expenses.
* Access to Wagestream for financial wellbeing.
* Confidential support and wellbeing services through Retail Trust.
* Development opportunities via Dobbies Academy and funded courses.
* Free tea, coffee, and milk during the day.
* Collaborative office space with wellbeing and learning resources.
* Invitations to company events and social gatherings.
About us
At Dobbies, we have a history dating back to 1865. We are the only garden centre retailer with stores in every nation across the UK.
Our passion for gardens and plants makes us unique. We showcase this through our products, services, and community events. Many stores feature a restaurant or coffee shop, creating a welcoming environment for customers.
We are committed to being a great place to work, encouraging our colleagues to thrive and celebrate success. Together, we make it work for our customers.
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