Role Purpose
Provide frontline operational IT support across the office, warehouse and remote team. Ensuring incidents are logged correctly, triaged quickly, resolved where possible, and escalated with high quality evidence when required. The role acts as the first point of ownership for day to day IT operations with end users. You will work closely with the Group Technical & Transformation Team in Australia, escalating complex issues and progressively developing backend and systems capability over time.
Key Responsibilities
- First line incident management and triage: log and categorise incidents accurately across software, hardware, access and operational systems; perform initial diagnosis.
- Capture minimum required evidence upfront: screenshots, error messages, timestamps, affected users, order / case / transaction IDs and steps to reproduce.
- Maintain accurate and complete records in the service management system.
- Own daily intake triage: classify severity, route incidents correctly, reduce noise by closing duplicates, and ensure adherence to defined ticket resolution SLAs.
- Maintain a weekly "Top Recurring Issues" list to support trend analysis and continuous improvement.
End User, Device & Workplace Support
- Provide hands on support for desktops, laptops, printers, mobile devices and peripherals login, access and basic connectivity issues, Microsoft 365 applications.
- Perform device swaps, peripheral replacements and basic troubleshooting.
- Validate day 1 readiness for new starters and post deployment checks: Teams application access, connectivity and peripherals.
- Track repeat device issues and escalated trends.
Business & Operational Systems (First Line)
- Provide first line support for Microsoft business systems, including basic Dynamics 365 CE / F&O user issues.
- Capture evidence clearly and raise confirmed system issues to Application Support.
- Support user issue capture during training and early rollout phases.
- Review and contribute updates to SOPs and knowledge articles.
Third Party Vendor, Devices & Connectivity Support
- Work with third party vendors to procure end user devices, warehouse IT equipment and networking services within approved budgets.
- Coordinate ordering, delivery, replacement and returns for laptops, peripherals, printers and warehouse technology.
- Provide first line support and triage for external operational and carrier portals, capturing evidence for vendor escalation.
- Track repeat vendor issues and escalated trends to senior IT.
- Provide high quality escalation evidence to avoid churn between teams.
Escalation & Collaboration
- Escalate confirmed system or backend issues to Application Support and the Group Technical & Transformation Team (Australia).
- Support SLA tracking with third party providers and raise breaches where appropriate.
- Participate in knowledge sharing, documentation and continual improvement initiatives.
Skills and Experience Essential
- Experience in a 1st / 2nd Line IT support role.
- ITIL v4 Foundation required.
- Basic exposure to Microsoft Dynamics 365 CE or F&O.
- Strong knowledge of Windows OS, Microsoft 365 applications, Power BI and endpoint troubleshooting.
- Good understanding of user access management and account provisioning.
- Familiarity with networking fundamentals (DNS, DHCP, VPN, LAN/WAN).
- Experience supporting office relocations or physical workplace setups.
- Excellent communication, documentation and problem solving skills.
- Full UK driving licence with access to a vehicle, enabling daily office attendance and periodic warehouse visits.
Desirable (Training Provided)
- Microsoft 365 administration (Exchange, SharePoint, Teams, Intune).
- Genesys Cloud platform support.
- Softphone configuration and voice systems.
- EDI systems and integration flows.
- PowerShell scripting or automation experience.
- Experience with Azure AD and Microsoft security products.
Personal Attributes
- Curious, proactive and eager to learn about modern cloud and enterprise technologies.
- Calm under pressure with a customer focused mindset.
- Able to work independently but collaborate effectively with remote teams.
- Strong attention to detail and documentation habits.
What We Offer
- Structured development plan for enterprise systems including M365, D365, EDI and Genesys.
- Mentorship from senior architects and transformation specialists.
- Exposure to modern cloud technology and global operations.
- Clear pathway into advanced systems or higher tier support roles.
Please note you must be a citizen, permanent resident or hold all the relevant employment visas and other approvals for the location and duration of this position to apply for this role. We are not accepting applications from agencies for this position.