2nd Line IT Helpdesk Support Engineer

Based in Waltham Abbey (Hybrid role). Salary £28-32k p.a. + many benefits. An exciting time to join an award-winning business in a phase of growth, in an impactful team to provide advanced technical support and act as the escalation point for complex incidents and service requests across the organisation, as well as mentoring the 1st line team to improve overall service quality.

The Benefits

• Competitive salary of £28-32k p.a. (depending on experience)
• iTrent financial wellbeing package, enabling access to earnings before pay day plus discounts and savings benefits.
• Retail Trust membership – counselling, wellbeing and financial support for the retail industry
• Colleague ‘Treats’ – numerous discounts on up to 800 high street retailers and online service providers
• Colleague ‘We Care’ wellbeing & medical support services – online GP, mental health support, get fit programme and more.
• 30% off Jollyes branded products and 20% off other brands in store.
• Additional paid leave for your wedding, new pet coming home and your birthday off!
• Enhanced maternity / paternity leave
• Discounted membership for David Lloyd Clubs - access to gym, pool, spa, classes, racquet sports, kids clubs and more

This is a full time, hybrid role involving a minimum of 3 x office days per week at our pet-friendly support office in Waltham Abbey (Essex) and up to 2 x days per week from home. 37.5 hours per week.

The Role

This role sits within our IT team providing advanced technical support and acts as the escalation point for complex incidents and service requests across the organisation. The role ensures the stability, reliability, and performance of core IT systems by diagnosing and resolving technical issues that go beyond 1st Line capabilities. This includes supporting critical business applications, maintaining system access and security, and delivering expert troubleshooting to minimise downtime for colleagues across all sites.

A full job description is available on request, but to summarise your key responsibilities:

• Deliver expert 2nd line technical support across Windows, Microsoft 365, Teams, networking, hardware, and business-critical applications.
• Troubleshoot escalated issues, diagnose root causes, and drive long-term fixes while working closely with an MSP when required.
• Manage incidents and service requests within SLA, providing clear updates and ensuring high-quality documentation.
• Support and administer core systems including Active Directory, Microsoft 365, endpoint security, MDM, and device builds/deployments.
• Maintain and support retail systems and specialised software used across the business.
• Contribute to IT projects such as system rollouts, upgrades, hardware refreshes, and new store openings.
• Improve IT processes, documentation, and knowledge base content, helping reduce ticket escalations.
• Provide excellent customer service, communicating clearly with users at all levels and mentoring 1st Line colleagues.

The Skills

We’re looking for someone who has a customer-focused, proactive, and professional approach with excellent communication skills. You’ll also have accurate attention to detail and a commitment to delivering high-quality service. Collaborative team player with a desire to learn and grow technically.

To be successful in this role, you’ll need the following skills and experience:

• Solid experience in a 2nd Line / Desktop Support environment with competent troubleshooting ability.
• Advanced knowledge of Windows 11, Microsoft 365, Exchange Online, Teams, and SharePoint.
• Confident administering Active Directory and supporting complex hardware, software, and networking issues.
• Excellent analytical skills with the ability to work independently, prioritise effectively, and perform under pressure.
• Experience supporting retail or multi-site environments.
• Exposure to MDM tools, CRM platforms, and retail systems.
• Familiarity with Azure AD/cloud security, ITSM/ITIL processes, imaging and deployment tools, and Ubiquiti networking.
• Understanding of cybersecurity principles and previous collaboration with MSPs.

About Jollyes Pets

Jollyes are an award-winning UK pet retailer with over 100 stores and over 50 years of pet expertise. Winners of the Retail Week award for ‘Best Retailer 2024’, and listed in the Sunday Times ‘Best Places to Work’.

To Apply: If you’re looking for a career with a company who will truly value you and recognise your contribution with some fantastic rewards and benefits, where you can really make a difference, click to apply today!