IT Systems Support Engineer

We are on the look out for a super star addition to our IT Team. This is an exciting time to join the Loaf IT Team as you will have the opportunity to be a part of significant changes to the technology landscape.

The Loaf IT team, alongside our Managed Service provider, support all services, user provisioning and monitoring and resolution of any issues affecting IT services and infrastructure across Head office, Distribution Centre, our 8 showrooms (shacks) and remote workers. This role is broad and covers support of various business systems. The job function includes user support by telephone, email, and face to face, as well as proactive support processes. This position is ideal for an experienced Service Desk Analyst looking to take their next step in their career as you will be involved in supporting the IT & Systems Manager with various projects and initiatives.

Responsibilities and Duties

  • Provide hardware and software support in a mixed Windows/Mac/Server environment
  • Receive, log and resolve 1 st and 2nd line IT Incidents and Service Requests.
  • Manage incidents and problems and implement root cause fixes
  • Maintain the elements of the IT Infrastructure including servers and switches
  • Manage Active directory services and group policy and automate common system tasks using Powershell
  • Efficiently and effectively investigate, diagnose and action all operational alerts escalating where appropriate.
  • Provide support for Technology projects.
  • Follow documented procedures to manage secure access to IT systems for starters, leavers.
  • Maintain and create knowledgebase articles.
  • Use standard management tools and processes to carry out defined housekeeping processes.
  • Liaise with 3rd party suppliers for escalation of issues.
  • Ensure that all operational security policies, processes and procedures are adhered too.
  • Work alongside our managed service provider to ensure a high level of service

Skills and Experience

  • Experience working in an ITIL driven team (Retail experience desirable but not essential)
  • Experience administering and supporting Windows Server (2012 upwards) based Infrastructure and Windows 10
  • Good experience of supporting an Apple Mac environment
  • Active Directory and Group Policy management
  • Understanding of network protocols and technology (Cisco Meraki experience desirable)
  • Knowledge of G-suite administration would be beneficial
  • Knowledge of Office365 would be beneficial
  • Experience of working with Mobile Device Management (MDM) technologies
  • Ability to author technical documentation
  • Resilient, proactive and positive attitude and approach
  • Strong communication skills essential
  • Ability to identify areas for improvements to efficiency both procedural and technical
  • Must be able to work on own initiative and work well within a small team
  • Must have excellent analytical skills, the ability to work to deadlines and to take a task from design through to implementation and documentation.

Ideally you will have relevant IT certifications such as MCSE, MCITP, VCP, CCNA, etc. and an ITIL v3/4 Foundation qualification, technology related degree or relevant working experience. If you are interested in working within a progresive company, where you can contribute your ideas and be part of the process then apply now.

At Loaf, we're working really hard to be inclusive. No matter what identity or background, we want everyone to feel welcome in a place where we can all be ourselves.
We'd love you to join us on our journey.