It Support Desk Engineer

IT Service Desk Engineer

Location: Central London (100% Office Based)

Salary: Up to £40,000 + On-Call Allowance

Contract: Permanent, Full-Time

We are partnering with an established retail brand to recruit a hands-on IT Service Desk Engineer to join their internal technology team.

This is a broad, high-visibility operational role that goes beyond standard ticket logging. You will act as the face of IT, delivering responsive 1st and 2nd line support across head office, retail stores, and warehouse/logistics environments. From day-to-day user support and endpoint management to store infrastructure and deployment projects, you will take true ownership of issues from triage through to full resolution.

If you thrive in a fast-paced retail environment, enjoy wearing multiple technical hats, and take pride in delivering exceptional customer service, this is a fantastic opportunity to play a core role in multi-site IT operations.

Key Responsibilities

• Operational & Site Support: Provide high-quality 1st and 2nd line IT support across head office, retail stores, and warehouse/logistics locations.

• Incident Management & Ownership: Manage incidents and service requests from end-to-end through to resolution, maintaining clear communication with users throughout.

• Store Infrastructure & Retail Systems: Support store-level IT infrastructure, till PCs/POS systems, peripheral devices, and remote site connectivity.

• Warehouse Systems Support: Assist with operational technology in warehouse/distribution hubs, including handheld scanners, thermal printers, and logistics endpoint connectivity.

• Endpoint Management & Deployment: Build, configure, image, and deploy devices using Microsoft Intune, SCCM/MECM, and Autopilot, managing the full end-user device lifecycle.

• M365 & User Administration: Administer Microsoft 365 (Exchange, Teams, SharePoint), Active Directory, Group Policy (GPO), and Joiners, Movers, and Leavers (JML) processes.

• Virtualization & Remote Access: Support Citrix virtual desktop environments, troubleshooting user sessions and access issues.

• Networking & Connectivity: Troubleshoot core hardware, software, and network issues, including DNS, DHCP, Wi-Fi, and VPN connectivity.

• Projects & Continuous Improvement: Participate in rollout projects (hardware refreshes, store setups, site upgrades), write knowledge base documentation, and proactively identify ways to improve service quality.

Required Experience & Qualifications

• Certifications: CompTIA certification required (CompTIA A+, CompTIA Network+, or CompTIA Security+).

• Broad Support Background: Proven track record in a 1st/2nd Line Support, IT Service Desk, or Technical Support Engineer role.

• Retail & Warehouse/Multi-Site Exposure: Practical experience supporting retail store IT infrastructure, POS hardware, or warehouse operational technology.

• Endpoint Tools: Hands-on experience using Microsoft Intune, SCCM/MECM, or Autopilot for device imaging, builds, and software deployment.

• Microsoft Stack: Solid experience with Windows 10/11, Microsoft 365 administration (Exchange, Teams, Entra ID/Azure AD), Active Directory, and Group Policy.

• Networking Fundamentals: Strong working knowledge of networking concepts including DNS, DHCP, TCP/IP, and Wi-Fi/VPN troubleshooting.

• Virtualization: Exposure to supporting Citrix virtual desktop environments and remote access tools.

• Issue Ownership & Drive: Demonstrated ability to own tickets end-to-end, communicate clearly with non-technical users, and proactively improve processes.

• Communication: Exceptional customer service skills with the resilience to manage competing priorities in a fast-paced environment.

Desirable Experience

• Basic PowerShell scripting for administration and task automation.

• Exposure to cloud-based security tools or email security gateways (e.g., Mimecast, Proofpoint).

• ITIL awareness or formal certification.

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