Technical Support Engineer

About IT Operations at Holland & Barrett

The IT Operations function provides the foundation of IT services to Holland and Barrett customers by ensuring products are delivered to customers on time, and customers can access new services. Key services have been enhanced by providing resilient infrastructure in the cloud, improving availability to reduce impact to trade. The IT Operations team are investing heavily in building internal capabilities from a new Service Desk and Proactive Monitoring teams to expanding its Delivery capabilities in delivering million pounds infrastructure and Back Office projects. Tech teams are undergoing a diverse range of technical training programme aimed at providing colleagues opportunity to develop their technical and leadership skills and support their career aspirations.

The Role

We’re looking for a Technical Support Engineer to join our expert Tech Support team, providing hands-on, high-quality support across H&B's internal systems, devices, and users. If you thrive in a fast-paced technical environment and love solving complex problems, this is your chance to help shape the future of tech at one of the UK's most established brands.

What You’ll Do

• Deliver first-class IT support to internal users - onsite, via call, chat, and email.
• Own and resolve tickets through our internal service management platform.
• Act as a 2nd-line escalation point for the Service Desk and provide overflow support when required.
• Troubleshoot Windows, MacOS, iOS, and Android devices, alongside core business applications.
• Manage patching, software distribution, device provisioning, and user onboarding.
• Support the delivery of internal IT projects and new system implementations.
• Contribute to our technical knowledge base and help upskill colleagues.
• Provide walk-in support as the first point of contact in our London office.

The Person

• Experience in a 1st/2nd Line IT Support, IT Operations, or MSP environment.
• Strong working knowledge of Windows, MacOS, iOS, Android, Office 365, Microsoft Defender, Azure Active Directory, and MDM platforms.
• Technical certifications or equivalent expertise (e.g., Microsoft, ITIL).
• Proven ability to troubleshoot effectively in a dynamic environment.
• Professional communication skills with a customer-first approach.
• Self-motivated mindset with strong organisational skills and integrity.

Bonus points for

• Experience with retail systems, POS, or CDE hardware.
• Skills in infrastructure, networking, security, scripting, or project delivery.
• Cross-disciplinary or service-based technical experience that brings fresh perspective.

Benefits

• Technology Incentive Scheme - we offer different bonus schemes for all grades in Technology, starting at 10%.
• Learning and Development opportunity with Holland & Barrett is a great base for career development long term.
• Career progression.
• Pension company contribution - 3 & 5%.
• Your wellbeing is paramount so you can get away and take 28 or 33 Days Holiday per year.
• Refer and Earn Scheme - as we’re growing you can earn money by referring people to join us from your network.
• Epic Extras gives you access to exclusive benefits, free advice and savings from a range of retailers and providers.
• Stay healthy with Discounted Products - from day one you’ll get a 25% discount (on top of other promotions) when you shop at H&B on anything that you buy.
• We all need a little help sometimes, so we offer Free 24/7 Confidential Advice & Colleague Welfare.
• Mental Health First Aiders - we have lots of qualified Mental Health First Aiders because it’s all about your health & wellbeing.
• We have colleague Reward and Recognition Schemes, so your hard work and loyalty won’t go unnoticed.
• And many more!

The Company

Holland & Barrett is one of the nation's most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors. Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation. Join us and see how far you can go...