Technical Support Engineer - Holland & Barrett International Limited : Job Details

About the role:

Holland & Barrett has been a trusted name in health and wellness for over 150 years. H&B's IT Operations division is undergoing exciting new change, offering key support for the business including the rapidly growing in house development teams. Our team are proud to be part of the global workplace community here at H&B, with colleagues from all corners of the world.

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 IT support via face-to-face interactions, online calls, email, and chat
• Manage and resolve support tickets through our internal system
• Assist in technical projects, system maintenance, and new user setups
• Act as a 2nd line escalation point for Service Desk tickets
• Maintain IT systems, software distribution, and device management
• Contribute to the IT knowledge base and help train colleagues
• Be the first point of contact for walk-in support
• Occasionally travel to London, Burton distribution centre, and store locations as needed

Key requirements:

• 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

What we offer:

• Pension company contribution = 3% 
• Incentive scheme up to 10% of annual salary, based on company performance.
• Your wellbeing is paramount so you can get away and take 28 Days Holiday per year.
• Learning and Development opportunity with Holland & Barrett is a great base for career development long term.
• Career progression.
• 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 a25% 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.
• Stay active in the Onsite Gym at our Nuneaton Hub!
• We have colleague Reward and Recognition Schemes, so your hard work and loyalty won't go unnoticed.
• And many more!

We're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues' unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B. 

Holland & Barrett does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland & Barrett is not and will not be responsible for any fees if a candidate submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s).