IT Systems Support Engineer

About the RoleWe're looking for a proactive and hands-on IT Support Engineer to take ownership of day-to-day IT operations across our office and warehouse environments. This is a key frontline role where you'll be the first point of contact for end users, ensuring issues are resolved quickly, escalated effectively, and documented to a high standard. You'll work closely with our Group Technical & Transformation Team (based in Australia), giving you exposure to global systems, modern cloud technology, and enterprise-scale operations. This role offers a clear development pathway into broader systems, infrastructure, and higher-tier support as your capability grows. What You'll Be DoingIncident Management & TriageLog, categorise, and prioritise incidents across software, hardware, access, and business systemsCarry out initial diagnosis and resolve issues where possibleCapture high-quality evidence (screenshots, timestamps, affected users, error messages, steps to reproduce)Manage ticket flow effectively, ensuring SLA adherence and reducing duplicationMonitor and report on recurring issues to support continuous improvement End User & Workplace SupportProvide hands-on support for:Laptops, desktops, printers, mobile devices, and peripheralsMicrosoft 365 and basic connectivity issuesCarry out device setups, swaps, and troubleshootingEnsure Day 1 readiness for new starters (access, applications, connectivity)Identify and escalate recurring device or user issues Business Systems Support (First Line)Support users across Microsoft-based systems, including Dynamics 365 (CE/F&O)Capture and escalate system issues with clear and accurate evidenceSupport users during system rollouts and training phasesContribute to SOPs and knowledge base improvements Vendor & Third-Party ManagementCoordinate with external suppliers for IT equipment and servicesSupport procurement, delivery, and replacement of devices and warehouse IT equipmentProvide first-line support for external systems and service portalsEscalate issues to vendors with high-quality supporting evidence Escalation & Continuous ImprovementEscalate complex issues to internal and global technical teamsSupport SLA tracking and highlight any service risks or breachesContribute to knowledge sharing and process improvement initiatives

What We're Looking ForEssentialExperience in a 1st or 2nd Line IT Support roleITIL v4 Foundation certificationStrong knowledge of:Windows OS and endpoint troubleshootingMicrosoft 365 applicationsNetworking fundamentals (DNS, DHCP, VPN, LAN/WAN)Exposure to Microsoft Dynamics 365 (CE or F&O)Experience with user access and account provisioningStrong communication, documentation, and problem-solving skills Desirable (Full Training Provided)Microsoft 365 administration (Exchange, SharePoint, Teams, Intune)Azure AD / Microsoft security toolsGenesys Cloud or voice systemsEDI systems / integrationsPowerShell or automation experience Who You AreNaturally curious with a desire to learn and developCalm under pressure, with a strong customer-focusAble to manage multiple priorities in a fast-paced environmentDetail-oriented with strong documentation habitsComfortable working independently and collaborating with global teams

What you'll getCompetitive salary + performance-based bonusBenefits package including pension, life assurance, income protection, critical illness cover and access to health & wellbeing schemes.25 Days annual leave + bank holidays How to applyApply via LinkedIn (or contact us directly for an informal conversation).

Who we areMethven has been innovating in water for generations - designing showers and tapware that perform beautifully and help customers use water more efficiently. In the UK we operate two brands DEVA and Methven, supplying showers, taps and valves into B2B routes.