1st/2nd Line Support Engineer

We are looking for a customer-focused IT Support Engineer to join the IT team, supporting users across 60 sites, warehouses and HQ.

You will be responsible for providing day-to-day 1st/2nd line IT support, resolving hardware, software and user access issues, while escalating more complex infrastructure problems to the wider IT Operations team., * Provide 1st/2nd line remote and occasional onsite IT support.

• Troubleshoot Windows, macOS, Android and iOS devices.
• Support laptops, desktops, printers, POS/till systems and scanners.
• Manage users through Active Directory and Google Workspace, including account creation, password resets and permissions.
• Perform basic network troubleshooting, including connectivity, Wi-Fi, IP and physical patching issues.
• Log, manage and prioritise incidents through an ITSM/ticketing system.
• Support new starter onboarding, leavers and hardware deployments.
• Escalate complex issues to senior IT teams where required.
• Maintain simple user guides and IT documentation.

• Previous 1st/2nd line IT support experience.
• Strong troubleshooting and customer service skills.
• Experience with Windows, macOS, Active Directory and Google Workspace.
• Good understanding of hardware and basic networking.
• Experience working with ticketing/ITSM systems.
• Excellent communication skills with the ability to explain technical issues clearly.
• Comfortable working in a fast-paced retail or multi-site environment.

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values ‘Honesty, Integrity and Pragmatism’. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics. If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.