Staff Technology Engineer - On-Site Support

Description

The company is the company, a proprietary SaaS, robotics and operations platform for global ecommerce, built on more than twenty years of running ecommerce and retail services at scale.

The platform handles the full commerce lifecycle, from browsing and checkout through AI inventory management and forecasting, automated fulfilment, carrier control and customer experience.

It is made up of three parts: THG Fulfil, a fulfilment operating system delivered as SaaS and Robotics-as-a-Service (RaaS) that runs checkout, fulfilment, delivery and customer experience as one system; THG Studios, a UK creative hub with in-house facilities for content, experiences and IP; and THG Commerce, a cloud-native stack for AI-powered shopping experiences, including marketplace and social commerce functions that reach customers across every sales channel.

Responsibilities

• Based in Manchester, you will be the first point of contact for Tech support for colleagues, giving L1 and L2 support across a mixed estate of Dell devices and Windows and macOS machines, and working with teams around the world.
• Priorities may shift hourly, so you will often handle several tasks or projects at once and focus on what matters most to the business.
• Troubleshoot hardware and software faults, enrol devices, and arrange replacements for laptops and desktops.
• Provide desk-side support, including support for VIP and executive users when required.
• Support meeting rooms and AV equipment, and handle joiner and leaver onboarding and offboarding.
• Support Dell and macOS devices running Microsoft 365 apps such as Teams, Outlook and SharePoint, and fix basic Wi-Fi and network problems.
• Carry out basic administration and end-user support in Entra and Microsoft 365.
• Troubleshoot end-user MFA problems and work with SAML and other authentication and authorisation protocols across different platforms. Where a problem is wider, escalate it to the right team with a complete troubleshooting handover.
• Help colleagues enrol in and use the global printing platform.
• Manage assets and keep systems records accurate and current.
• Success means identifying reported issues quickly and either fixing them or escalating them correctly.
• Keep all systems and documentation accurate and up to date.
• Run daily checks consistently and resolve any issues they find.
• Deliver a warm, friendly and approachable service that leaves end users very satisfied.
• Find the root cause of problems through sound analysis and problem solving.
• Communicate clearly, both in person and in writing.
• Stay organised and calm under pressure.

Requirements

• Essential: 3 to 4 years of experience in an end-user IT support role.
• Essential: basic administration experience in Entra, Microsoft 365 and Intune.
• Essential: experience supporting end users with multi-factor authentication.
• Essential: basic networking knowledge, including TCP/IP and Wi-Fi.
• Essential: strong working knowledge of Microsoft operating systems and the Microsoft 365 suite.
• Essential: good knowledge of and experience with macOS.
• Desirable: experience with SAML and/or other authentication protocols.
• Desirable: experience with Jamf Pro or other macOS and iOS device management tools.
• Desirable: experience supporting meeting room and AV equipment.
• Desirable: experience supporting VIP or executive users.
• Desirable: familiarity with IT service management (ITSM) tools and asset management processes.
• The company is a Disability Confident Committed employer. If invited to interview, tell the team about any reasonable adjustments that would help you perform at your best.
• The company welcomes applications from all sections of the community and is committed to a diverse and inclusive workplace.
• Review of applications can take time given the volume received. The company aims to reply to every application within 14 days. For questions about your application, contact the Talent team.

Conditions

Location: Manchester, on site.