At a Glance
- Tasks: Join our team to provide top-notch technical support and drive service improvements.
- Company: Schuh, a modern and inclusive retail company with a vibrant culture.
- Benefits: Enjoy up to 40% discount, flexible hours, and 28 days holiday plus your birthday off!
- Other info: Great opportunities for development and progression within the company.
- Why this job: Be part of a dynamic team that values diversity and empowers you to be yourself.
- Qualifications: Previous IT support experience and a passion for problem-solving are essential.
The predicted salary is between 27000 - 33000 £ per year.
Join Our Enterprise Support Team. We are seeking a proactive, customer-focused Service Desk Engineer to join our Enterprise Service Desk at Schuh’s Livingston Head Office. This is an exciting opportunity to be part of a modern, fast-paced technical support team that underpins the technology used across our stores, remote teams, and head office.
About the Role: As a Service Desk Analyst, this role will act as an internal subject matter expert and escalation point for our third-party Service Desk and network support teams. Day-to-day Service Desk support, including standard incident handling and request fulfilment, is managed by our third-party support partner. This role will focus on supporting escalations, providing business context, coordinating investigations, and helping to drive service improvements across the support model.
Key Responsibilities
- Enterprise Service Desk Operations: Act as an escalation point for the third-party Service Desk team where incidents or requests require internal input, business context, prioritization, or coordination with specialist teams. Support complex or high-impact issues that have been escalated from the third-party support partner, ensuring clear ownership, communication, and progress tracking. Work with the third-party support partner and internal technical teams to ensure escalated issues are investigated, progressed, and resolved in line with business priorities.
- Hardware Support: Troubleshoot, maintain, deploy, and upgrade IT hardware including laptops, desktops, mobile devices, peripherals, and meeting-room equipment. Manage hardware lifecycle tasks: asset tagging, tracking, and inventory maintenance.
- Software & Applications: Install, configure, and support a range of software across Windows, macOS, and mobile platforms. Support cloud and SaaS applications including Microsoft 365, Teams, SharePoint, OneDrive, and business-specific tools.
- Networking & Connectivity: Act as the internal escalation point for complex network-related incidents where additional business context, prioritization, or coordination is required. Support VPN, Zero Trust, and remote access technologies. Work closely with the third-party network support partner to review escalations, coordinate investigations, track progress, and ensure clear communication between the supplier, Service Desk, and wider business.
- User & System Administration: Create and manage accounts, permissions, and security groups in Azure AD / Entra ID. Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and Intune-managed devices. Assist with VoIP and unified communications platforms such as Cisco Webex or Teams Phone.
- Continuous Improvement: Create and update documentation, knowledge base articles, and support procedures. Participate in evaluating new hardware, software, and technologies that benefit the business.
- Out-of-Hours & On-Call Participation: As part of the role, you will participate in an out-of-hours on-call rota to ensure critical services and systems remain supported outside standard business hours. This includes providing remote support for high-priority incidents that require immediate attention, escalating issues to specialist teams where appropriate, monitoring key systems and responding to alerts raised by automated tooling or Service Desk systems, ensuring clear communication and accurate incident logging for any out-of-hours activity, and working within agreed SLAs to maintain service availability and minimise disruption to the business. Participation in the on-call rota is shared fairly across the team as part of the role’s operational responsibilities.
Tech Stack Exposure: Windows 10/11, macOS, iOS/Android, Microsoft 365, Azure AD / Entra ID, Intune (Endpoint Manager), VMware vSphere / Hyper-V, Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi), Cloud services & identity management, Enterprise ITSM tools (ServiceNow, Jira Service Management, or similar).
About You: Has previous IT support or service desk experience within a networked or enterprise environment. Understands Windows OS, Microsoft 365, and networking basics. Is organized, reliable, and able to work under pressure with excellent attention to detail. Communicates clearly and provides outstanding customer service. Learns quickly and confidently about tackling new or unfamiliar technical challenges. Operates with integrity, professionalism, and a positive attitude. Holds a full UK driving license and can travel to Livingston daily.
Nice to Have: Previous experience supporting networking in a retail environment, including stores, head office locations, or distributed sites. CCNA certification or equivalent networking qualification would be advantageous. Relevant hands-on networking experience, including switches, routers, Wi-Fi, VLANs, DNS, DHCP, PN, and basic troubleshooting.
About the perks/benefits: Up to 40% product discount for you and your loved ones. Up to 28 days holiday (including bank holidays) PLUS your birthday off to celebrate you. Flexible working hours and hybrid working options. Perk platform for hundreds of discounts. Manage, save and access your wages as you earn them to get paid your way. Employee assistance programme to support your wellbeing through resources, helplines and Virtual GP services. A pension scheme to help you save for the future. Development and progression opportunities across stores and Head Office. A paid volunteering day and opportunities to be a part of our company Purpose Groups.
About schuh: At schuh we are the ‘Same but different’. By embracing diversity and promoting inclusivity, we aim to empower our people to be fiercely and unapologetically themselves. This means you will support our commitment to diversity, equality and inclusion, and ensure that colleagues and customers from all backgrounds, beliefs and communities are treated fairly. We are committed to providing reasonable adjustments to support disabilities or health conditions. Please let our talent team know of any adjustments needed during the hiring process. Our Talent Acquisition Team will work as quickly as possible to review your application. In the meantime, if you have any questions or would like any additional information at all, please contact talent@schuh.co.uk.
Enterprise Services - Service Engineer employer: Schuh
SCHUH is an excellent employer, offering a vibrant work culture in Belfast where diversity and inclusion are at the forefront. Employees enjoy generous benefits such as up to 40% discount on products, flexible working hours, and ample holiday time, alongside comprehensive training and growth opportunities that empower them to thrive in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise Services - Service Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Schuh values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Schuh might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Schuh!
✨Direct Apply to Schuh
Let's not forget to apply directly through the Schuh website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Enterprise Services - Service Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Schuh.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Schuh. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Schuh
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
