Technical Support Engineer

• 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.

Why we need you:

You'll join our Tech Support team that looks after IT systems, software, and hardware for internal users at H&B. The position invites you into our small but dedicated team of experts to deliver support through our inhouse ticketing system. The Tech Support team works alongside the core vertices inside of the IT operations division, including IT Service Management, Infrastructure Support, Network Support, and the Service Desk Support team who are a dedicated 1st line channel for the retail arm of the business.

H&B's operations team manage not only the delivery of IT support to the business, but maintenance of core systems, device management platforms, software and hardware provisions, technology projects and new system implementations.

What you'll be doing:

• Provide first-class IT Support services to our internal users, face to face, via online calls or through email and chat
• Respond and Resolve support tickets by priority through the internal ticket management system
• Work with the IT Manager and Wider Operations team to tackle problems and major incidents
• Manage patching, software distribution and provisioning of new equipment and users
• Assist in the technical delivery of internal IT projects
• Contribute to the IT knowledge base and assist in skills cross training to technical colleagues
• Attend the Store Support Hub in Nuneaton, and on occasion at our London offices when needed
• First point of contact for walk in support
• 2nd line escalation point for Service Desk tickets
• Provide service desk overflow cover where necessary

Our team is based primarily at the Nuneaton Store Support Hub, however on occasion your duties may require you to work at one of our other locations, including London, Burton distribution centre and potential store visits

You'll have:

• Experience in IT Service Desk 1st Line or 2nd Line
• Experience working as part of an IT Operations Division or Managed Service Provider
• Experience working with Windows, IOS, Android and MacOS devices
• Experience working with Office 365, Microsoft Defender, Azure Active Directory and with an MDM Solution
• Qualification or evidence of expertise in a technical field (Such as Microsoft Certification or ITIL Operations)
• A self-motivated, mature approach to work with integrity and professional composure
• Ability to problem solve incidents effectively in a fast-paced technical environment
• Strong Communication, Time Keeping and Customer Service skills

We're also interested in additional experience and skills that might bring fresh ideas and perspectives to the team, such as:

• Transferable skills from other Service based, Technical Project or Technical disciplines
• Experience with Retail Systems, POS and CDE Equipment
• Infrastructure, Network, Security, Project Management or Scripting Skills

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 its 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!

• 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…