IT Support Engineer - 1st/2nd Line Service Desk

This is a role where customer service and communication are absolutely key. If you're someone who loves tech and actually enjoys talking to people, this is for you. You'll be providing 1st line and 2nd line technical support across a national network of over 310 merchant sites. Based at our Stockton Heath Service Centre, you will be the primary Systems Support Co-ordinator for hundreds of sites that rely on you to keep the gears turning.

This is a high-interaction Service Desk position where you spend your time solving problems over the phone rather than just staring at an inbox. You'll be the frontline of technical troubleshooting, diagnosing everything from Windows and O365 hitches to deep-diving into our core ERP system. You'll take full ownership of the IT ticketing system, managing Active Directory, user permissions, and hardware configuration.

Key Responsibilities

• ERP Mastery: Become a core subject matter expert for our business systems, providing the solutions that keep our sites profitable.

• Technical Troubleshooting: Fix hardware and software faults across Microsoft Office 365, Exchange, Intune, and Active Directory.

• Incident Ownership: Accurately log issues in our ITSM software and manage escalations to 3rd party vendors to ensure they deliver on time.

• Systems Testing: Assist with User Acceptance Testing (UAT) for system enhancements, patches, and bug-fixes.

• Hardware & Assets: Manage the installation and configuration of systems applications and maintain records for all IT assets and software licensing.

• Operational Liaison: Work closely with the Operational Support team to facilitate onsite activities and support other team members with complex diagnostics.

• Training & Improvement: Help plan systems training courses and materials, while recommending new working practices to improve how the department operates.

• Business Growth: Support the Business Systems Team during the acquisition and integration process of sites as we expand.

Preferably, you come from an IT support background with around 2 years of experience supporting a retail or merchant business.

• However, we are more than happy to train the right person. As long as you are tech-savvy and have a strong customer service focus, we want to hear from you.

• Ideally, you have experience working in a commercial environment and understand the urgency of a trading business.

• You have a good analytical mind and a strong interest in the Microsoft product stack, including O365 and Windows.

• You've got a professional, confident telephone manner and can help employees feel satisfied with their support experience.