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Description
We are looking for an Engineer to join our established Service Desk reporting into the Service Desk Manager. We have an exciting mix of skills and technologies, so this is a great opportunity to gain experience in a busy and growing retail environment.
The role involves exposure to Active Directory, Azure, Enactor EPOS system, Exchange, multiple IT Security applications, O365, PowerShell, WAN and LAN networking, Windows Server, and other software. Responsibilities include troubleshooting hardware, software, and network issues, managing service requests, and escalating complex problems.
This role suits a creative, intelligent, self-disciplined individual with strong problem-solving skills and a customer-focused approach. Ideal candidates are those looking to advance their skills, gain retail experience, and grow within a dynamic environment.
Key Responsibilities
* Provide first and second-line IT support via phone, email, chat, or in person for retail and office staff.
* Diagnose and resolve hardware, software, and network issues (Windows/MacOS, Office 365, AD, Azure, VPN, Printers, EPOS).
* Install, configure, and maintain desktops, laptops, peripherals, and mobile devices.
* Follow security protocols and report potential risks.
* Log and track incidents and requests using ITSM tools.
* Support colleagues with troubleshooting, training, and onboarding.
* Maintain and support current and future applications.
* Create and update policies, processes, and knowledgebase articles.
* Manage multiple cases and projects simultaneously.
* Ensure adherence to standards and procedures.
* Escalate complex incidents and requests appropriately.
* Perform basic Active Directory/Exchange and Azure administration.
* Assist with network configuration and troubleshooting.
* Apply patches, updates, and virus definitions.
* Support IT Support Analysts and store technology teams with escalations and new implementations.
* Communicate with third-party suppliers.
Candidate Profile
* At least 2 years of IT support experience (Service Desk, Help Desk, Desktop Support).
* Retail environment experience is beneficial.
* Proficient with Windows 11 and Office applications.
* Knowledge of ADUC, Azure, Exchange, EPOS, and Windows updates.
* Basic networking skills (TCP/IP, VPN, Wi-Fi).
* Excellent communication and interpersonal skills.
* Ability to explain technical concepts clearly.
* Organized, logical, and calm under pressure.
Benefits
* Competitive salary and benefits.
* Hybrid working: 3 days in London office, 2 days remote.
* Holiday allowance.
* Staff discount: 50% in-store, 25% for family and friends.
* Pension scheme.
Additional Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Information Technology
* Industry: Retail
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