Service Engineer

schuh; Livingston; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Up to 40% product discount

Up to 28 days holiday

Birthday day off

Flexible working hours

Wage access

Employee assistance programme

Pension scheme

Development opportunities

Job summary

schuh is seeking a proactive Service Desk Engineer for the Livingston Head Office to join the Enterprise Service Desk. You will act as an internal SME and escalation point for third-party service desk and network teams, focusing on escalations, investigations, and service improvements within a fast-paced retail tech environment.

You will handle Windows, macOS, and cloud applications, participate in on-call duties, and support hardware and networking.

Qualifications

• Experience in IT support or service desk within an enterprise environment.
• Strong customer service and communication skills.
• Ability to work under pressure and manage incidents.
• Full UK driving license and ability to travel to Livingston daily.

Responsibilities

• Act as an escalation point for the third-party Service Desk team where incidents or requests require internal input, business context, prioritization, or coordination with specialist teams.
• Support complex or high-impact issues that have been escalated from the third-party support partner, ensuring clear ownership, communication, and progress tracking.
• Work with the third-party support partner and internal technical teams to ensure escalated issues are investigated, progressed, and resolved in line with business priorities.
• Troubleshoot, maintain, deploy, and upgrade IT hardware including laptops, desktops, mobile devices, peripherals, and meeting-room equipment.
• Configure and support software across Windows, macOS, and mobile platforms, including Microsoft 365, Teams, SharePoint, and Intune-managed devices.
• Coordinate networking and connectivity escalations; support VPN and remote access technologies; review escalations with the partner to ensure clear communication.
• Create and manage user accounts and permissions in Azure AD / Entra ID; support Exchange Online, Teams, SharePoint; assist with VoIP/UC platforms; create/update documentation and procedures.
• Participate in an on-call rota to provide remote support for high-priority incidents and ensure service levels are met.

Skills

IT support experience

Customer service

Communication

Problem solving

Tools

ServiceNow

Jira Service Management

Azure AD

Microsoft 365

Job description

We are seeking a proactive, customer-focused Service Desk Engineer to join our Enterprise Service Desk at Schuh’s Livingston Head Office. This is an exciting opportunity to be part of a modern, fast-paced technical support team that underpins the technology used across our stores, remote teams, and head office.

About the Role

As a Service Desk Analyst, this role will act as an internal subject matter expert and escalation point for our third-party Service Desk and network support teams. Day-to-day Service Desk support, including standard incident handling and request fulfilment, is managed by our third-party support partner. This role will focus on supporting escalations, providing business context, coordinating investigations, and helping to drive service improvements across the support model.

Key Responsibilities

Enterprise Service Desk Operations

• Act as an escalation point for the third-party Service Desk team where incidents or requests require internal input, business context, prioritization, or coordination with specialist teams.
• Support complex or high-impact issues that have been escalated from the third-party support partner, ensuring clear ownership, communication, and progress tracking.
• Work with the third-party support partner and internal technical teams to ensure escalated issues are investigated, progressed, and resolved in line with business priorities.

Hardware Support

• Troubleshoot, maintain, deploy, and upgrade IT hardware including laptops, desktops, mobile devices, peripherals, and meeting-room equipment.
• Manage hardware lifecycle tasks: asset tagging, tracking, and inventory maintenance.

Software & Applications

• Install, configure, and support a range of software across Windows, macOS, and mobile platforms.
• Support cloud and SaaS applications including Microsoft 365, Teams, SharePoint, OneDrive, and business-specific tools.

Networking & Connectivity

• Act as the internal escalation point for complex network-related incidents where additional business context, prioritization, or coordination is required.
• Support VPN, Zero Trust, and remote access technologies.
• Work closely with the third-party network support partner to review escalations, coordinate investigations, track progress, and ensure clear communication between the supplier, Service Desk, and wider business.

User & System Administration

• Create and manage accounts, permissions, and security groups in Azure AD / Entra ID.
• Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and Intune-managed devices.
• Assist with VoIP and unified communications platforms such as Cisco Webex or Teams Phone.
• Create and update documentation, knowledge base articles, and support procedures.
• Participate in evaluating new hardware, software, and technologies that benefit the business.

Out-of-Hours & On-Call Participation

As part of the role, you will participate in an out-of-hours on-call rota to ensure critical services and systems remain supported outside standard business hours. This includes:

• Providing remote support for high-priority incidents that require immediate attention.
• Escalating issues to specialist teams where appropriate.
• Monitoring key systems and responding to alerts raised by automated tooling or Service Desk systems.
• Ensuring clear communication and accurate incident logging for any out-of-hours activity.
• Working within agreed SLAs to maintain service availability and minimise disruption to the business.

Participation in the on-call rota is shared fairly across the team as part of the role’s operational responsibilities.

• VMware vSphere / Hyper-V
• Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)
• Cloud services & identity management
• Enterprise ITSM tools (ServiceNow, Jira Service Management, or similar)

About You

• Has previous IT support or service desk experience within a networked or enterprise environment.
• Understands Windows OS, Microsoft 365, and networking basics.
• Is organized, reliable, and able to work under pressure with excellent attention to detail.
• Communicates clearly and provides outstanding customer service.
• Learn quickly and confidently about tackling new or unfamiliar technical challenges.
• Operates with integrity, professionalism, and a positive attitude.
• Holds a full UK driving license and can travel to Livingston daily.

Nice to Have

• Previous experience supporting networking in a retail environment, including stores, head office locations, or distributed sites.
• CCNA certification or equivalent networking qualification would be advantageous.
• Relevant hands-on networking experience, including switches, routers, Wi-Fi, VLANs, DNS, DHCP, PN, and basic troubleshooting.

About the perks/benefits

• Up to 40% product discount for you and your loved ones
• Up to 28 days holiday (including bank holidays)
• PLUS your birthday off to celebrate you
• Flexible working hours and hybrid working options
• Perk platform for hundreds of discounts
• Manage, save and access your wages as you earn them to get paid your way
• Employee assistance programme to support your wellbeing through resources, helplines and Virtual GP services
• A pension scheme to help you save for the future
• Development and progression opportunities across stores and Head Office

A paid volunteering day and opportunities to be a part of our company Purpose Groups

About schuh

At schuh we are the ‘Same but different’.

By embracing diversity and promoting inclusivity, we aim to empower our people to be fiercely and unapologetically themselves.

This means you will support our commitment to diversity, equality and inclusion, and ensure that colleagues and customers from all backgrounds, beliefs and communities are treated fairly.

We are committed to providing reasonable adjustments to support disabilities or health conditions. Please let our talent team know of any adjustments needed during the hiring process.

Our Talent Acquisition Team will work as quickly as possible to review your application. In the meantime, if you have any questions or would like any additional information at all, please contact [e-mail]