Hybrid IT Service Desk Engineer

at Mountain Warehouse

• Job title: IT Service Desk Engineer
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Azure, DNS, ITSM, MacOS, TCP/IP
• Location requirements: Hybrid, London, United Kingdom

About the role

• IT Service Desk Engineer providing first and second-line support in a busy retail environment. Working with diverse technologies and gaining experience in a hybrid setting.

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