IT Support Engineer

What you'll do

This role provides comprehensive IT support across multiple Service Operations functions, including Incident, Problem, Knowledge, Information Security, Change, Event, and Access Management, as well as Physical Asset Management (SACM).

Responsibilities include the full lifecycle of hardware, software, and systems, from design and deployment to maintenance, troubleshooting, and asset management. The role also includes user support, vendor management, incident response, documentation, continuous improvement initiatives, and management of third-party IT vendors to ensure effective service delivery and restoration 

Day-to-Day

Problem solving. You'll diagnose and resolve issues with software, hardware and IT systems. Whether internal or externally supplied, you'll find and fix things for end users.

Analysis. Performing root-cause investigations for problems, identifying solutions and working on the implementation of any resolution to increase overall efficiency. 

Escalation. Act as an escalation point for junior team members. Your team will appreciate your knowledge and insight.

Relationship building. Develop positive working rapport with 3rd party suppliers on new and existing projects.

Expertise. Act as a subject matter expert (SME) for selected services, software and/or hardware.

What you'll bring

Experience. You’ll have previous experience in an IT Support role and love to support your customers to reach the desired outcome.

Technical Skills. You’ll know all about Google and Microsoft consumer and business productivity tools. You’ll be confident in supporting and selecting computer hardware, various vendor OS including Google Chrome OS, Microsoft Windows, Apple MacOS. 

Understand. You will have an awareness of ITIL processes, and have experience in business productivity suites and have a understanding of computer networking, including LAN and WLAN

Communication. You can build excellent working relationships, with both your colleagues and external 3rd party suppliers.

Customer focus. We love our customers and we put them in the heart of everything that we do! You feel the same and your decision making ability will reflect this.

Relationship Building. You can proactively identify new or important professional working relationships and you work to develop these relationships over time.

Yourself. Bring your whole self to work and let your true personality shine through. 

What you'll get

Toolstation. The story so far.

We’re one of Britain’s fastest growing multi-channel retailers of tools, accessories and building supplies. Backed by Travis Perkins plc, our freedom to operate as a nimble, entrepreneurial business means we’re now well established and have even bigger plans. The trade, home improvers and self-builders all trust us to deliver a lot more than tools. So, our colleagues in our Head Office and Contact Centre in Bridgwater, at our Distribution Centres in Bridgwater, Middleton and Redditch, and in our network of over 450 branches throughout the UK, work together to get the job done. And with plans to open another 60 branches this year, we always have opportunities for great retail professionals who want to grow with us.