← Back to search
We are looking for someone who enjoys troubleshooting, diagnosing root causes, and resolving real technical issues, not just following scripts.
You will be part of a collaborative Service Desk, working closely with infrastructure and store technology teams. This is an excellent opportunity for someone who wants to build strong technical foundations and progress into 3rd line or specialist roles.
Technical Skills (Core Requirements)
•Exposure to:
Working hours are primarily Monday to Friday; however, occasional weekend working is required to support business needs. Weekend coverage is shared across the team through a planned rota system, ensuring a fair and balanced distribution of out-of-hours responsibilities.
MW
Technology Service Desk Engineer
Mountain Warehouse
Salary undisclosed
LondonFull-timeHybridIntermediate
Need a reasonable accommodation to apply or interview? Contact us.
JobMinglr uses automated technology to recommend jobs based on profile information and job preferences. Match Score does not determine eligibility for a position, prevent a user from viewing or applying to a job, or make hiring decisions on behalf of an employer.
Description
We are looking for a technically capable 2nd Line Service Desk Engineer to join our IT team, supporting both retail stores and head office users in a fast-paced and evolving environment.
We are looking for someone who enjoys troubleshooting, diagnosing root causes, and resolving real technical issues, not just following scripts.
You will be part of a collaborative Service Desk, working closely with infrastructure and store technology teams. This is an excellent opportunity for someone who wants to build strong technical foundations and progress into 3rd line or specialist roles.
Key Responsibilities
Providing second-line support across retail stores and head office (Windows, M365, EPOS, networks)
Diagnosing and resolving technical issues end-to-end, including:
Diagnosing and resolving technical issues end-to-end, including:
• Windows OS issues (performance, profile corruption, updates)
• Office 365 (Outlook, Exchange, Teams, authentication)
• Active Directory / Azure Entra (users, permissions, group policies)
• Networking issues (DNS, DHCP, VPN, connectivity problems)
• Troubleshooting real-world problems, not just logging tickets
• Identifying root cause vs applying quick fixes
• Using logs, tools, and systematic troubleshooting methods
• Supporting store technology (EPOS systems, printers, network hardware)
• Managing and prioritising multiple incidents with clear ownership
• Escalating issues with meaningful technical context and findings
• Contributing to knowledge base articles and improving processes
• Supporting onboarding, device builds, and user training where required
Skills, Knowledge and Expertise
We’re not looking for someone who has memorised definitions — we want someone who can break down and solve problems logically.
Technical Skills (Core Requirements)
•Minimum 2+ years in a Service Desk / Desktop Support role
•Strong working knowledge of:
•Windows 10/11 troubleshooting
•Active Directory (user admin, permissions, GPO basics)
•Microsoft 365 (Exchange, Outlook, Teams issues)
•Basic networking concepts and troubleshooting
•DNS, DHCP, IP addressing, VPNs
•Experience diagnosing issues such as:
•“User can’t access a system – where do you start?”
•“Device connected to Wi-Fi but no internet”
•“Outlook not syncing or sending emails”
Technical Mindset (What sets you apart)
Technical Mindset (What sets you apart)
•Able to explain how things work (not just what they are)
•Comfortable troubleshooting step-by-step:
•Identifying symptoms
•Testing hypotheses
•Isolating root cause
•Understands when to go deeper vs escalate
•Curious and proactive — not reliant on scripts
Desirable (Not essential, but strong advantage)
•Experience in a retail or multi-site environment
•Exposure to:
•Azure / Entra ID
•Endpoint management (Intune, SCCM)
•EPOS or store systems
•Basic PowerShell or scripting knowledge
•Experience working with ITSM tools (e.g. Jira, ServiceNow)
How We Assess Candidates
Our interview process focuses on real-world troubleshooting, not textbook answers.
You should be comfortable:
•Talking through how you would diagnose issues step-by-step
•Explaining past problems you’ve solved
•Demonstrating your understanding, not just definitions
What You’ll Get
•Exposure to a wide range of technologies across retail and corporate environments
•Support to develop into 3rd line or specialist roles
•A team that values problem-solving, ownership, and continuous improvement
Working hours are primarily Monday to Friday; however, occasional weekend working is required to support business needs. Weekend coverage is shared across the team through a planned rota system, ensuring a fair and balanced distribution of out-of-hours responsibilities.
Benefits
- Competitive salary and benefits package
- Hybrid working, 3 days in London based office & 2 working from home
- Holiday allowance
- 50% staff discount & 25% for family and friends
- Pension scheme
Benefits
- Competitive salary and benefits package Hybrid working, 3 days in London based office & 2 working from home Holiday allowance 50% staff discount & 25% for family and friends Pension scheme
How this employer is doing
average
- Leadership Change
In the news
Mountain Warehouse founder steps down as CEO, Fashion United
This role's local market on JobMinglr
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Technology Service Desk Engineer postings in London, and analyze any offer before you accept it.
Before you apply, worth reading
How JobMinglr reads this job
Every listing here is scored against your profile before you apply: skills overlap, experience level, location and work arrangement, each weighted and explained. You see the score and the reasons, not just a list. How the matching works.