Join Chisholm Hunter as a Desktop Support Engineer
Permanent - Glasgow
Salary - £30,000
With a heritage dating back to 1857, Chisholm Hunter’s mission is to be A Cut Above in everything we do, and as a result we have grown to become one of the UK’s leading jewellers.
In order to provide A Cut Above’ service to our stores and staff through effective communication and IT support, we are growing our IT team and are recruiting for a Desktop Support Engineer who will support our IT Manager, and will be based in our Support Centre in Glasgow city centre, with ad hoc travel to our 28 stores.
Your Role
The Desktop Support Engineer plays a key role in ensuring Chisholm Hunter’s IT infrastructure operates efficiently, securely, and supports the delivery of an exceptional luxury product range. Working closely with the IT Manager, this role encompasses helpdesk support, network management, system administration, and cybersecurity to maintain a robust IT environment that supports sales growth and operational excellence.
This position requires technical expertise, strong problem-solving abilities, and a customer-focused mindset to provide timely and effective support to colleagues across the business.
Responsibilities
IT Administration and Support
* Assist the IT Manager with the day-to-day management of all IT systems, ensuring smooth operations and timely problem resolution.
* Manage and prioritise IT helpdesk tickets, providing 1st and 2nd line support while generating reports for the IT Manager.
* Administer Office 365 across the organisation, including user setups, permission updates, and configurations.
* Troubleshoot hardware and software issues, ensuring all incidents are resolved within agreed SLA targets.
* Set up and configure new IT equipment, including new starter devices, email accounts, and required software installations.
Network and System Management
* Support the management of servers, firewalls, databases, and cloud services, ensuring optimal performance and availability.
* Oversee the hosted desktop and telephony systems, ensuring efficient operations and minimal downtime.
* Monitor, control, and maintain telecommunications and CCTV systems to meet security and insurance requirements.
* Manage network-related tasks, including amendments to user permissions, password resets, and mobile device setups.
Cybersecurity
* Monitor and enhance security measures to protect the company’s IT systems and data from cyber threats.
* Administer endpoint security software, staying up-to-date with the latest cybersecurity trends and practices.
Operational Support
* Build and maintain strong relationships with stores, vendors, and suppliers to resolve IT queries and ensure the delivery of cost-effective services.
* Coordinate IT-related aspects of store refits, ensuring timely setup and integration of systems.
* Understand and support the EPOS system, providing user training as part of new starter inductions.
* Install, configure, and update software applications, ensuring compatibility and performance across the business.
We will also require you to provide out-of-hours IT support on a rota basis in conjunction with the IT team.
Essential Skills and Requirements
* Experience with desktop and network support in a retail or corporate environment.
* Proficiency with Windows 10/11, Windows Server, and Microsoft 365, including Azure Active Directory administration.
* Familiarity with IT support ticket systems and troubleshooting methodologies.
* Knowledge of cybersecurity principles and experience managing endpoint security solutions.
* Ability to prioritise tasks effectively in a fast-paced environment with competing demands.
* Strong problem-solving and organisational skills with a passion for continuous improvement.
* Full UK driving licence (essential for travel to store locations).
Key Performance Indicators (KPIs)
* Helpdesk SLA Compliance: Resolve IT support tickets within SLA targets.
* Hardware and Software Setup: Complete new starter setups and device configurations within SLAs.
* Cybersecurity Compliance: Conduct monthly security audits and recommend actions to the IT Manager.
* Store Support Feedback: Achieve a minimum satisfaction score from store teams based on IT support responsiveness and effectiveness.