Technology Service Desk Engineer

Mountain Warehouse

City of Westminster

Hybrid

GBP 30,000 - 40,000

Full time

18 hours ago

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Benefits offered by this job

Hybrid working

Staff discount

Pension scheme

Job summary

Mountain Warehouse in London is seeking a technically capable 2nd Line Service Desk Engineer to join IT, supporting retail stores and head office users in a fast-paced environment.

You will troubleshoot, diagnose root causes, and resolve real technical issues, not just follow scripts, working with infrastructure and store technology teams to build strong foundations and progress into 3rd line or specialist roles.

Qualifications

Minimum 2+ years in a Service Desk / Desktop Support role.
Experience troubleshooting across Windows, AD, M365 and networking.
Ability to diagnose issues end-to-end with a structured approach.

Responsibilities

Providing second-line support across retail stores and head office (Windows, M365, EPOS, networks).
Diagnosing and resolving technical issues end-to-end, including identifying root cause.
Escalating issues with context and contributing to knowledge base articles.

Skills

Windows 10/11

Active Directory

Microsoft 365

Networking basics

DNS/DHCP/VPN

Tools

Jira

ServiceNow

Job description

Technology Service Desk Engineer

Department: IT

Employment Type: Permanent - Full Time

Location: London

Description

We are looking for a technically capable 2nd Line Service Desk Engineer to join our IT team, supporting both retail stores and head office users in a fast-paced and evolving environment.

We are looking for someone who enjoys troubleshooting, diagnosing root causes, and resolving real technical issues, not just following scripts.

You will be part of a collaborative Service Desk, working closely with infrastructure and store technology teams. This is an excellent opportunity for someone who wants to build strong technical foundations and progress into 3rd line or specialist roles.

Key Responsibilities

Providing second-line support across retail stores and head office (Windows, M365, EPOS, networks)

Diagnosing and resolving technical issues end-to-end, including:

Windows OS issues (performance, profile corruption, updates)
Office 365 (Outlook, Exchange, Teams, authentication)
Active Directory / Azure Entra (users, permissions, group policies)
Networking issues (DNS, DHCP, VPN, connectivity problems)
Troubleshooting real-world problems, not just logging tickets
Identifying root cause vs applying quick fixes
Using logs, tools, and systematic troubleshooting methods
Supporting store technology (EPOS systems, printers, network hardware)
Managing and prioritising multiple incidents with clear ownership
Escalating issues with meaningful technical context and findings
Contributing to knowledge base articles and improving processes
Supporting onboarding, device builds, and user training where required

We would like to meet someone who is

We’re not looking for someone who has memorised definitions — we want someone who can break down and solve problems logically.

Technical Skills (Core Requirements)

Minimum 2+ years in a Service Desk / Desktop Support role

Strong working knowledge of:

Windows 10/11 troubleshooting
Active Directory (user admin, permissions, GPO basics)
Microsoft 365 (Exchange, Outlook, Teams issues)
Basic networking concepts and troubleshooting
DNS, DHCP, IP addressing, VPNs

Experience diagnosing issues such as:

“User can’t access a system - where do you start?”
“Device connected to Wi-Fi but no internet”
“Outlook not syncing or sending emails”

Technical Mindset (What sets you apart)

Able to explain how things work (not just what they are)

Comfortable troubleshooting step-by-step

Identifying symptoms
Testing hypothesesIsolating root cause
Understands when to go deeper vs halt
Curious and proactive — not reliant on scripts

Desirable (Not essential, but strong advantage)

Experience in a retail or multi-site environment

Exposure to:

Azure / Entra ID
Endpoint management (Intune, SCCM)
EPOS or store systems
Basic PowerShell or scripting knowledge
Experience working with ITSM tools (e.g. Jira, ServiceNow)

How We Assess Candidates

Our interview process focuses on real-world troubleshooting, not textbook answers.

Talking through how you would diagnose issues step-by-step
Explaining past problems you’ve solved
Demonstrating your understanding, not just definitions

What You’ll Get

Exposure to a wide range of technologies across retail and corporate environments
Support to develop into 3rd line or specialist roles
A team that values problem-solving, ownership, and continuous improvement

Working hours are primarily Monday to Friday; however, occasional weekend working is required to support business needs. Weekend coverage is shared across the team through a planned rota system, ensuring a fair and balanced distribution of out-of-hours responsibilities.

Benefits