IT Support Engineer - 2nd Line

ProCook; Gloucester; Hybrid; GBP 28,000 - 32,000; Full time

Job summary

A growing retail organization based in Gloucester is seeking a Tech Support Engineer 2nd line. In this role, you will ensure the smooth operation of tech systems across the company by diagnosing and resolving issues, performing installations, and maintaining documentation. Must have strong troubleshooting skills and experience in IT support. Benefits include a competitive salary of £28,000 - £32,000, hybrid working, and various perks to support employee well-being.

Benefits

Unlimited coffee and tea

Free parking on-site

Free gym access

Generous colleague discount

33 Days Annual Leave

Discretionary bonus scheme

Qualifications

• Demonstrable experience in IT support (1st and 2nd line).
• Strong troubleshooting skills and a proactive mindset.
• Excellent communication skills for supporting all levels.

Responsibilities

• Acting as the go-to support for all things tech.
• Diagnosing and resolving technical issues.
• Installing, configuring, and maintaining IT and telephony systems.

Skills

Troubleshooting

Communication skills

IT support experience

Adaptability

Networking knowledge

Tools

Windows 11

macOS

Office 365

Active Directory

MDM solutions

Job description

Are you a tech‑savvy problem solver who thrives in a fast‑paced environment? Do you love the challenge of troubleshooting, configuring, and keeping business systems running smoothly? If so, we've got the perfect role for you! We are a rapidly growing retail organization with a dynamic tech environment. As a Tech Support Engineer 2nd line you will play a pivotal role in maintaining seamless tech operations across our head office, warehouse, and nationwide store network, ensuring optimal performance and contributing to our continued success.

A personal vehicle with a valid full driving license is required for this role. You should be comfortable traveling frequently to support existing stores and assist with the set‑up of new store locations nationwide (including Northern Ireland). Travel will often be required for up to 4 nights at a time if required (hotel and food/fuel allowance provided).

What You’ll Be Doing

• Acting as the go‑to support for all things tech, from troubleshooting to maintenance
• Diagnosing and resolving technical issues to keep our business running smoothly
• Working with bespoke platforms and software, so adaptability is key
• Installing, configuring, and maintaining IT and telephony systems
• Keeping everything documented—inventory, audits, knowledge sharing—the lot!
• Getting involved in exciting projects to ensure our systems evolve with the business
• Occasionally working early, late, or over the weekend for essential maintenance
• Traveling nationwide (including Northern Ireland) to support our store network for up to 4 nights at a time if required (hotel and food/fuel allowance provided)

Requirements

• Demonstrable experience in IT support (1st and 2nd line)
• Strong troubleshooting skills and a proactive mindset
• Excellent communication skills—you’ll be supporting colleagues at all levels
• Hands‑on experience with Windows 11, Windows Server, macOS, Office 365, Active Directory, and MDM solutions
• A solid understanding of networking, firewalls, VPNs, and system security
• A full UK driving license and access to your own vehicle

Bonus Points for

• Experience with VLANs, Fortinet, PCI DSS, and PDQ deployment
• Knowledge of MPLS networks and VPN management

Benefits

• Salary is between £28,000 - £32,000 depending on experience and skills
• Total value of our perks is worth £3,000+ per year
• Free parking on‑site
• Free gym access on‑site
• Unlimited coffee and tea throughout the day
• Free fresh fruit and cake daily
• Subsidised meals—breakfast and lunch
• Hybrid Working: 3 days in our inspiring ProCook HQ, 2 days flexible remote
• Opportunity to work with a passionate team
• Generous colleague discount—40% off to spend in store or online + 30% for friends and family
• 2 x Annual paid volunteering days
• Employee Assistance Programme
• Friends and Family Referral Scheme
• 33 Days Annual Leave (including bank holidays)
• Discretionary bonus scheme of up to 15%
• B Corp certified company committed to ethical practices and sustainability
• A company recognised as a Great Place to Work for 4 consecutive years
• Disability Confident Leader
• Hotel stays, food, and fuel covered when traveling for work

We Welcome Everyone

At ProCook we are committed to diversity and inclusion, and we welcome applications from people of all abilities. If you require any reasonable adjustments to support you through the application or interview process, please let us know. We're committed to making our recruitment process as inclusive and accessible as possible.

About ProCook’s Sustainability Commitment

At ProCook, sustainability is at the heart of what we do. As a certified B Corporation, we strive to balance profit with purpose, focusing on reducing waste, and ensuring ethical business practices. By joining our team, you will contribute to our efforts in creating a positive impact on the planet.