2nd Line IT Helpdesk Support Engineer

Jollyes; Epping Forest; Hybrid; GBP 28,000 - 32,000; Full time

Job summary

A leading UK pet retailer is seeking a 2nd Line IT Helpdesk Support Engineer based in Waltham Abbey for a hybrid role. The successful candidate will provide advanced technical support and act as the escalation point for complex incidents. Ideal candidates should have solid experience in desktop support, advanced knowledge of Windows and Microsoft 365, and excellent troubleshooting and analytical skills. This position offers a competitive salary of £28-32k p.a. along with a comprehensive benefits package.

Benefits

iTrent financial wellbeing package

Retail Trust membership

30% off Jollyes branded products

Enhanced maternity / paternity leave

Discounted David Lloyd Clubs membership

Qualifications

• Solid experience in a 2nd Line / Desktop Support environment.
• Confident administering Active Directory and supporting complex issues.
• Excellent analytical skills with the ability to work independently.

Responsibilities

• Deliver expert 2nd line technical support across various IT systems.
• Manage incidents and service requests within SLA.
• Contribute to IT projects such as system rollouts and upgrades.

Skills

Windows 11

Microsoft 365

Troubleshooting

Active Directory

Networking (TCP/IP, DNS, DHCP)

Analytical skills

Tools

MDM tools

CRM platforms (e.g., Zoho)

Retail systems (Lightspeed, Adyen)

Job description

2nd Line IT Helpdesk Support Engineer, based Waltham Abbey (Hybrid role). Salary £28-32k p.a. + many benefits.

An exciting time to join an award‑winning business in a phase of growth, in an impactful team to provide advanced technical support and act as the escalation point for complex incidents and service requests across the organisation, as well as mentoring the 1st line team to improve overall service quality. It’s a great time to embark on your IT career with Jollyes!

The Benefits

At Jollyes, we’re as passionate about our people as we are about our pets! We think our tail‑wagging benefits package reflects our appreciation for all that our colleagues do and provides support where it’s needed most.

• Competitive salary of £28-32k p.a. (depending on experience)
• iTrent financial wellbeing package, powered by Stream, enabling access to earnings before pay day plus lots more discounts and savings benefits.
• Retail Trust membership – counselling, wellbeing and financial support for the retail industry
• Colleague ‘Treats’ – numerous discounts on up to 800 high street retailers and online service providers from groceries to holidays and cinema trips
• Colleague ‘We Care’ wellbeing & medical support services – online GP, mental health support, get fit programme and much more (including ‘Tooth Fairy’ dentist on demand).
• 30% off Jollyes branded products (and 20% off other brands in store for your pet’s needs!) with discounts for our groomers and pet clinics too.
• Additional paid leave for your wedding, new pet coming home and your birthday off!
• Enhanced maternity / paternity leave
• Discounted membership for David Lloyd Clubs - access to gym, pool, spa, classes, racquet sports, kids clubs and more

This is a full time, hybrid role involving a minimum of 3 x office days per week at our pet‑friendly support office in Waltham Abbey (Essex) and up to 2 x days per week from home (or other Jollyes location as preferred). 37.5 hours per week.

The Role – 2nd Line IT Helpdesk Support Engineer

This role sits within our IT team providing advanced technical support and act as the escalation point for complex incidents and service requests across the organisation. The role ensures the stability, reliability, and performance of core IT systems by diagnosing and resolving technical issues that go beyond 1st Line capabilities. This includes supporting critical business applications, maintaining system access and security, and delivering expert troubleshooting to minimise downtime for colleagues across all sites.

A full job description is available on request, but to summarise your key responsibilities:

• Deliver expert 2nd line technical support across Windows, Microsoft 365, Teams, networking, hardware, and business‑critical applications.
• Troubleshoot escalated issues, diagnose root causes, and drive long‑term fixes while working closely with an MSP when required.
• Manage incidents and service requests within SLA, providing clear updates and ensuring high‑quality documentation.
• Support and administer core systems including Active Directory, Microsoft 365, endpoint security, MDM, and device builds/deployments.
• Maintain and support retail systems and specialised software used across the business.
• Contribute to IT projects such as system rollouts, upgrades, hardware refreshes, and new store openings.
• Improve IT processes, documentation, and knowledge base content, helping reduce ticket escalations.
• Provide excellent customer service, communicating clearly with users at all levels and mentoring 1st Line colleagues.

The Skills – 2nd Line IT Helpdesk Support Engineer

We’re looking for someone who has a customer‑focused, proactive, and professional approach with excellent communication skills. You’ll also have accurate attention to detail and a commitment to delivering high‑quality service. Collaborative team player with a desire to learn and grow technically and share our core values of being Wise, Focused, Genuine, Eager, Together.

To be successful in this role, you’ll need the following skills and experience:

Essential

• Solid experience in a 2nd Line / Desktop Support environment with competent troubleshooting ability.
• Advanced knowledge of Windows 11, Microsoft 365, Exchange Online, Teams, and SharePoint.
• Confident administering Active Directory and supporting complex hardware, software, and networking issues (TCP/IP, DNS, DHCP, Wi‑Fi, VPN).
• Excellent analytical skills with the ability to work independently, prioritise effectively, and perform under pressure.

Desirable

• Experience supporting retail or multi‑site environments.
• Exposure to MDM tools, CRM platforms (e.g., Zoho), and retail systems (Lightspeed, Adyen, Torex, Imagesound).
• Familiarity with Azure AD/cloud security, ITSM/ITIL processes, imaging and deployment tools, and Ubiquiti networking.
• Understanding of cybersecurity principles and previous collaboration with MSPs.

About Jollyes Pets

Jollyes are an award‑winning UK pet retailer with over 100 stores and over 50 years of pet expertise between our paws. Winners of the Retail Week award for ‘Best Retailer 2024’ (under £250m t/o), and listed in the Sunday Times ‘Best Places to Work’ you really can be sure you’re joining a great brand and employer, trusted by our customers and our colleagues. Accredited by 'Rest Less' as an age‑inclusive employer we welcome applications of all ages (16+), and with our accreditation to the Pet Sustainability Coalition, we're friendly to pets people and the planet too!

To Apply

If you’re looking for a career with a company who will truly value you and recognize your contribution with some fantastic rewards and benefits, where you can really make a difference, click to apply today!

Respectfully no agencies please