IT Support Engineer

Description

The company is a proprietary SaaS, robotics and operations platform for global ecommerce, built over more than two decades of running ecommerce and retail services at scale.

The platform helps brands optimise the whole commerce lifecycle, from browsing and checkout through AI inventory management and forecasting to automated fulfilment, carrier control and customer experience.

It has three parts: THG Fulfil, a fulfilment operating system delivered as SaaS and Robotics-as-a-Service (RaaS) that orchestrates checkout, fulfilment, delivery and customer experience; THG Studios, a UK creative hub with in-house content and IP facilities; and THG Commerce, a cloud-native stack for AI-powered shopping experiences and marketplace and social commerce.

The Staff Tech Warehouse team keeps the IT working environment running across fulfilment and manufacturing centres worldwide. You will be the public face of IT, giving strong service so everyone can do their job as efficiently as possible.

The company is hiring an IT Support Engineer in Magnice, Poland.

Responsibilities

• Give strong service to internal IT teams, business partners and employees, working closely with the Server and Networking teams.
• Raise and resolve open incidents quickly with technical support teams, within incident SLAs.
• Allocate calls that First Line Engineers cannot resolve to the right support team, and make sure they get resolved.
• Log recurring incidents, raise Problem Records for investigation and write Knowledge Base entries when new fixes are found.
• Share daily service status across the business line.
• Keep asset and change management systems, documentation and diagrams accurate and current.
• Run daily checks and fix any issues they uncover.
• Manage Android Mobile Device Management (MDM) and handheld devices.
• Enrol and manage Windows and macOS devices through Microsoft Intune.
• Support Microsoft Office, Windows 11, macOS, desktops, laptops, multifunction printers and basic LAN/WAN connectivity.
• Maintain thermal and laser printers, and manage virus protection and security patching on all end-user devices.
• Deploy and upgrade hardware across warehouse sites and help keep pack stations running smoothly.
• Carry out computer management and system administration.
• Help set corporate standards for desktop software and hardware, reviewing for compliance.
• Work with senior management to bring in new technologies.
• Spot problems early, and suggest improvements to workflows.

Requirements

• Warm, friendly and approachable, with a strong focus on customer satisfaction.
• Strong analytical and problem-solving skills, and a drive to find root causes.
• Excellent verbal and written communication.
• Organised and calm under pressure.
• A self-starter who takes initiative and looks for chances to stretch what is possible.
• Proactive, able to see problems and challenges before they happen.

Conditions

Based in Magnice, Poland.

Equal opportunities: applications are welcome from all parts of the community.

Benefits

• MultiSport card, medical care, subsidised employee canteen meals and access to employee transport.
• Professional development, including progression within The Hut Group.
• Work in an experienced, motivated team that values good relationships and knowledge sharing.
• Disability Confident Committed employer: if you are invited to interview, tell us about any reasonable adjustments that would help you perform at your best.
• Applications are reviewed in volume, and the company aims to reply within 14 days; for questions, contact the Talent team.