Job Description – IT 2nd Line EngineerLocation: Crawley, West Sussex

Department: IT

Reports to: Support Manager

Contract Type: Full-time, Permanent

About Us

We are a fast-paced retail brand with a strong focus on delivering excellent customer experiences, both in-store and online. Technology plays a vital role in ensuring our retail operations, head office teams, warehouse and digital platforms run smoothly. We are seeking a proactive and customer-focused IT 1st/2nd Line Engineer to join our IT team.

Role Overview

The IT 1st/2nd Line Engineer will act as the first point of contact for IT related issues across the business. You will provide day-to-day support to head office staff, retail store teams, and remote colleagues, resolving issues promptly or escalating when necessary. This role combines strong technical troubleshooting skills with excellent communication and a customer first approach.

Key Responsibilities

·       Provide 1st and 2nd line support via phone, email, ticketing system, and in person.

·       Diagnose, troubleshoot, and resolve hardware, software, and network issues for the head office, warehouse and retail stores.·       Support and maintain point-of-sale (POS) systems, tablets, handheld devices, and store technology.

·       Manage user accounts, permissions, and access rights in Active Directory, Office 365, and other business systems.

·       Perform device setups, installations, upgrades, and patching (Windows, macOS, mobile devices).

·       Maintain accurate documentation of issues, fixes, and processes.

·       Escalate complex problems to 3rd line or external vendors when required.

·       Assist with IT projects, system rollouts, and store openings/closures.

·       Ensure compliance with IT security and data protection standards.

·       Deliver exceptional customer service, ensuring minimal disruption to business operations.

Skills & Experience

Essential: Previous experience in a 1st or 2nd line IT support role, ideally within a retail or multi-site environment.

Strong knowledge of MacOS, Windows 11, Office 365, and Active Directory.

Experience supporting POS systems, printers, and mobile devices.

Good understanding of networking fundamentals (LAN/WAN, Wi-Fi, VPN).

Excellent troubleshooting and problem-solving skills.

Strong communication skills with a customer-centric approach.

Ability to work independently and manage competing priorities.

Desirable: Experience with ITIL processes and ticketing systems (e.g. HaloPSA).

Knowledge of retail applications (stock management, ERP, CRM).

Basic understanding of cloud services (Azure, Intune, Kandji).

Driving license (for travel to retail sites where required).

Basic understanding of PowerBI

What We Offer

Opportunities for training and career progression.

A collaborative and supportive team culture.

Exposure to a wide range of technologies and retail systems.