IT Help Desk Engineer – Level 1 & 2 Support

About the role

Join STRAND’s growing IT team as an IT Help Desk Engineer, providing Level 1 and Level 2 support to a nationwide retail network. You will work remotely and onsite as needed, helping stores and head‑office staff keep their technology running smoothly.

Key responsibilities

• Deliver L1/L2 IT support for stores and head office, both remotely and onsite.
• Manage user onboarding and off‑boarding, including account creation, access rights, and equipment provisioning.
• Monitor systems, identify issues early and respond before they impact operations.
• Prioritise and resolve incoming IT tickets across hardware, software, and network domains.
• Provide service‑focused assistance to non‑technical stakeholders.

Required profile

• Minimum 2 years experience in an L1/L2 service desk or similar IT support role.
• Strong communication skills and ability to interact with all business levels.
• Calm under pressure, adaptable and solutions‑oriented.
• Team‑player mindset with a “get it done” attitude.
• Experience in fast‑paced, multi‑site environments.

Required skills

• Microsoft 365
• Windows operating systems
• Active Directory
• VMware (nice to have)
• Veeam (nice to have)
• Azure or AWS (nice to have)
• PowerShell scripting (or willingness to learn)

What we offer

• Opportunities to work on meaningful projects and grow technical expertise.
• Birthday leave, 12 weeks paid parental leave, and a Service Recognition Program.
• Employee referral incentives and 24/7 access to an Employee Assistance Program.
• A culture that values ownership, curiosity, collaboration and continuous improvement.