Provide first and second-line IT Support via phone, email, chat or in-person for both shop and head 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 security risks according to security incident management procedures.**
Logging and track Incidents and requests using ITSM tools.**
Support and guide colleagues through step-by-step solutions and provide basic training and onboarding assistance for new joiners.**
Install, maintain and support current and future applications**
Creating and contributing to policies, processes, and procedures in the knowledgebase**
Prioritising and managing several open cases and mini projects at one time**
Ensure appropriate standards and procedures are always adhered to**
Escalation of complex Incidents and requests to relevant teams/departments or 3rd parties**
Basic Active Directory/Exchange Administration, and Azure Entra administration**
Basic networking configuration and troubleshooting (TCP/IP, DNS, DHCP, LAN/WAN)**
Patching, hot fixes and virus updates**
Assisting our IT Support Analysts with a variety of escalations**
Assisting our Store technology team with escalations and ongoing new technology implementations**
Communicating with 3rd party suppliers****

Experience in IT Supporting roles for a minimum of 2 years (Service Desk, Help Desk, Desktop Support)**
Experience working in a retail environment is beneficial**
Competent with Microsoft Windows 11 and Office**
Strong knowledge in administering ADUC, Azure, Exchange, EPOS Systems, and BAU Windows Updates**
Basic networking (TCP/IP, VPN, Wi-Fi)**
Excellent people and communication skills**
Ability to explain technical concepts to non-technical users**
Clear and articulate telephone manner**
Strong organisational skills and a logical approach to problem solving**
Calm under pressure****

IT Service Desk Engineer

Key skills