Service Desk Engineer

Mountain Warehouse; Newport; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dynamic IT Engineer to join their Service Desk team. This exciting opportunity offers exposure to a variety of technologies in a bustling retail environment. The ideal candidate will possess strong problem-solving skills and a customer-focused approach, eager to develop their expertise. Responsibilities include providing IT support, troubleshooting issues, and managing service requests. With a hybrid working model and a competitive benefits package, this role is perfect for someone looking to grow their skills in a supportive environment.

Benefits

Competitive salary and benefits package

Hybrid working

Holiday allowance

50% staff discount

Pension scheme

Qualifications

• Experience in IT Support roles for at least 2 years.
• Competent with Microsoft Windows 11 and Office.

Responsibilities

• Provide first and second-line IT Support for staff.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and maintain desktops and laptops.

Skills

IT Support

Problem Solving

Customer Service

Communication Skills

Networking

Education

2+ years in IT Support

Tools

Active Directory

Azure

EPOS Systems

Windows Server

O365

PowerShell

Job description

Application Deadline: 30 May 2025

Department: IT

Location: London

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 right person will gain exposure to Active Directory, Azure, Enactor EPOS system, Exchange, multiple IT Security applications, O365, PowerShell, WAN and LAN networking, Windows Server, and a variety of other pieces of software (both externally and internally developed). The role involves troubleshooting hardware, software and network-related problems, managing service requests and escalating complicated issues when necessary.

This is envisaged as a role for someone creative, intelligent, self-disciplined, with strong problem-solving skills and a customer-focused approach. Ideally, the person will be looking to step up, or to gain more retail experience. We are looking for a candidate who wants room to grow their skills and knowledge, a hunger to perform at a high level, and the opportunity to be exposed to advanced systems and progress as they gain experience.


Key Responsibilities

• 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





We would like to meet someone who is

• Experience in IT Supporting roles of at least 2 years (Service Desk, Help Desk, Desktop Support)
• Experience working in a retail environment is beneficial
• Competent with Microsoft Windows 11 and Office
• 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
  
  
  

Benefits

• Competitive salary and benefits package
• Hybrid working, 3 days in London based office & 2 working from home
• Holiday allowance
• 50% staff discount & 25% for family and friends
• Pension scheme