Senior Front - End Engineer responsible for scaling the front - end layer of a B2B SaaS platform used for live rail assistance. Collaborating with cross - functional teams to enhance usability and stability.
About the role
- Service Desk Engineer providing first and second-line IT support for retail operations in London. Troubleshooting hardware and software issues while guiding colleagues through technical solutions.
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****
Requirements
- · 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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