Jellycat

Support Engineer

• Providing IT support across desktop environments, warehouse systems, business applications and mobile computing, minimising disruption to business operations
• Driving the creation, continual improvement and governance of knowledge sharing between the business and the Service Desk
• Delivering timely on-site support, maintaining high standards of customer service and identifying and addressing training needs where required
• Monitoring the IT Service Management (ITSM) toolset and respond to escalations from the Service Desk, including task allocation and clear communication of urgency and impact
• Working closely with on-site users to diagnose and resolve break/fix issues, ensuring rapid resolution or appropriate escalation
• Identifying incident trends, investigate root causes and develop effective solutions, leveraging internal expertise and engaging third-party support or consultants where necessary
• Performing daily operational and mandatory checks, including reviewing supplier reports, backup routines and key system performance metrics
• Carrying out hardware and software imaging, configuration, deployment, migration, maintenance and ongoing support
• Providing guidance and mentoring to junior team members, supporting their technical development, knowledge sharing and confidence in delivering IT support.

IT Support Analyst