It Support Engineer

My client is seeking a skilled IT Support Engineer to provide advanced technical support within their organization. This role involves troubleshooting complex IT issues, supporting end-users, and ensuring the smooth operation of the IT Service Desk. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work independently and as part of a team. This is an office-based role but offers some flexibility. A solid understanding of networking fundamentals is desirable. Role Responsibilities: * Provide support for IT incidents and service requests, including hardware, software, network issues, and to manage and document these requests using our Fresh Service ITSM tool. * Communicate effectively with users to understand their needs and provide optimal solutions. * Troubleshoot and resolve IT issues promptly, minimizing disruption to business operations. * Deliver a highly available and well-managed IT service, ensuring compliance with service level agreements (SLAs) and reporting requirements. * Communication & End User Management * Communicate effectively with users to understand their needs and provide optimal solutions. * Oversee the IT incidents and service requests queue, ensuring support tickets are handled efficiently. * Resolve escalated issues independently with minimal intervention from senior team members. * Build strong working relationships with colleagues and communicate effectively. * Demonstrate a willingness to learn new skills. * Technical Support & Systems Management * Confidently support Windows, Apple and Android devices. * Support retail store devices such as Tablets, PED, Tills, Label Printers etc. * Demonstrate confidence in managing basic Windows Server administration. * Possess a strong understanding of networking fundamentals, including IP addressing, DNS, DHCP, and basic troubleshooting of network issues. * Ensure compliance with security requirements such as GDPR and PCI DSS. * Install, configure, and support modern productivity tools such as, but not limited to Microsoft Office 365, Teams, SharePoint etc. * Good understanding and adhere to strict compliance of IT security best practises to protect the business against cyber threats. * Conduct hardware and software inventory, documentation, and licensing compliance. * Collaborate with other IT teams, vendors, and stakeholders to implement new technologies and solve complex problems. * Create and update technical documentation, user manuals, and training materials. Company Benefits: * Holiday – enjoy a well deserved break with 33 annual leave days per year (pro-rata for part time) * Discount – treat yourself with generous uncapped discount across our stores * Hybrid working – a combination of office and home working to help balance your work life balance * Pension – save for the future with our company contributed enhanced Group Pension Plan * Season ticket loans – spread the cost of travel with an interest free loan * Access to Stream – support your financial wellbeing, with ability to access earnings ahead of pay day, save for the future and financial advice * Access to Retail Trust – seek confidential support, access to a Virtual GP, free counselling service and discounted retail rewards with our employee wellbeing platform * Access to company Academy – continue your development with our eLearning platform and development programmes * Study assistance – invest in your professional development with funded courses and qualifications