Mountain Warehouse

Service Desk Engineer

Mountain Warehouse

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Tech Stack

AzureDNSITSMMacOSTCP/IP

About the role

  • Provide first and second-line IT Support via phone, email, chat or in-person for both shop and head office staff****
  • Diagnose and resolve hardware, software, and network issues (Windows/MacOS, Office 365, AD, Azure, VPN, Printers, EPOS)****
  • Install, configure, and maintain desktops, laptops, peripherals, and mobile devices.****
  • Follow security protocols and report potential security risks according to security incident management procedures.****
  • Logging and track Incidents and requests using ITSM tools.****
  • Support and guide colleagues through step-by-step solutions and provide basic training and onboarding assistance for new joiners.****
  • Install, maintain and support current and future applications****
  • Creating and contributing to policies, processes, and procedures in the knowledgebase****
  • Prioritising and managing several open cases and mini projects at one time****
  • Ensure appropriate standards and procedures are always adhered to****
  • Escalation of complex Incidents and requests to relevant teams/departments or 3rd parties****
  • Basic Active Directory/Exchange Administration, and Azure Entra administration****
  • Basic networking configuration and troubleshooting (TCP/IP, DNS, DHCP, LAN/WAN)****
  • Patching, hot fixes and virus updates****
  • Assisting our IT Support Analysts with a variety of escalations****
  • Assisting our Store technology team with escalations and ongoing new technology implementations****
  • Communicating with 3rd party suppliers****

Requirements

  • · Experience in IT Supporting roles of at least 2 years (Service Desk, Help Desk, Desktop Support)
  • · Experience working in a retail environment is beneficial
  • · Competent with Microsoft Windows 11 and Office
  • · Knowledge in administering ADUC, Azure, Exchange, EPOS Systems, and BAU Windows Updates
  • · Basic networking (TCP/IP, VPN, Wi-Fi)
  • · Excellent people and communication skills
  • · Ability to explain technical concepts to non-technical users
  • · Clear and articulate telephone manner
  • · Strong organisational skills and a logical approach to problem solving
  • · Calm under pressure
Benefits
  • - Competitive salary and benefits package
  • - Hybrid working, 3 days in London based office & 2 working from home
  • - Holiday allowance
  • - 50% staff discount & 25% for family and friends
  • - Pension scheme

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT supporthardware troubleshootingsoftware troubleshootingnetwork troubleshootingActive DirectoryAzureTCP/IPDNSDHCPEPOS systems
Soft skills
communication skillsproblem solvingorganizational skillscalm under pressureability to explain technical conceptspeople skillstraining and onboardingstep-by-step guidanceprioritizationcollaboration