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This range is provided by Denholm Associates. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
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Senior Consultant - Temporary & Permanent hires in Technology, Change & Transformation
Role Overview
We are looking for a skilled IT Support Engineer to join our team, providing advanced technical support across the organisation. This role involves troubleshooting complex IT issues, supporting end-users, and ensuring the smooth operation of our IT Service Desk. The ideal candidate will have a strong technical background, excellent problem-solving abilities, and the capability to work both independently and as part of a team.
Experience in IT support within a retail environment would be advantageous, though not essential. A solid understanding of networking fundamentals is desirable.
Key Responsibilities
Service Desk
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Provide support for IT incidents and service requests, including issues related to hardware, software, and networking. Manage and document these requests using our Fresh Service ITSM tool.
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Communicate effectively with users to understand their needs and deliver optimal solutions.
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Troubleshoot and resolve IT issues promptly to minimise disruption to business operations.
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Maintain a highly available and well-managed IT service, ensuring compliance with service level agreements (SLAs) and reporting requirements.
Communication & End-User Management
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Engage effectively with users to fully understand their requirements and deliver appropriate solutions.
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Oversee the IT incidents and service requests queue, ensuring support tickets are handled efficiently.
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Resolve escalated issues independently, with minimal input from senior team members.
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Build strong working relationships with colleagues and communicate effectively across the organisation.
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Demonstrate a willingness to learn and develop new skills.
Technical Support & Systems Management
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Provide confident support for Windows, Apple, and Android devices.
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Support retail store devices, including tablets, PEDs, tills, label printers, and other relevant equipment.
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Manage basic Windows Server administration confidently.
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Possess a strong understanding of networking fundamentals, including IP addressing, DNS, DHCP, and basic network troubleshooting.
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Ensure compliance with security requirements, such as GDPR and PCI DSS.
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Install, configure, and support modern productivity tools, including Microsoft 365, Teams, and SharePoint.
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Maintain strict compliance with IT security best practices to protect the business from cyber threats.
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Conduct hardware and software inventory, documentation, and licensing compliance.
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Collaborate with other IT teams, vendors, and stakeholders to implement new technologies and resolve complex issues.
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Create and maintain technical documentation, user manuals, and training materials.
Success Metrics
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Deliver practical and effective IT support in a professional manner.
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Consistently meet or exceed performance targets and KPIs.
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Maintain strong audit scores and a safe IT environment, while achieving positive feedback from users.
Key Relationships
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Collaborate with colleagues at all levels across the business.
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Report directly to the IT Service Desk Manager.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Retail Florists
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