Technical Support Engineer

About the role:

Why we need you:

You will join our Technical Support team who are jointly responsible for maintaining the organisations network and infrastructure within the office spaces, as well as our stores across UK, Ireland, and Benelux estate. The tech support function work closely with the core verticals inside of the IT Operations division Including the retail division to conduct essential triage, troubleshooting, and seeing problems through to resolution of our second-line support tickets as well as our store network estate during outages. We precisely conduct and execute project tasks handed down from our third-line project teams.

Holland and Barrett are on a mission to transform our retail estate with an incredibly ambitious store refit program over the following year. This means your attention to detail on the network infrastructure, excellent communication skills, and ability to manage multiple tasks will be essential to guarantee smooth delivery of any projects along with desktop BAU work.

What you'll be doing:

Key Responsibilities:

• Resolve escalated hardware, software, and network issues, ensuring efficient troubleshooting and root cause analysis.
• Collaborate with IT teams, suppliers, and vendors to address complex problems and maintain uptime.
• Manage incidents using a ticketing system, meeting SLAs, and providing high-quality customer support.
• Maintain and document IT infrastructure, including network devices (e.g., Cisco Meraki, UniFi) and security configurations (e.g., firewalls, VPNs).
• Monitor network performance, identify vulnerabilities, and implement security measures.
• Handle BAU network incidents, manage IT equipment inventory, and support project delivery.
• Create and update detailed documentation, including SOPs and infrastructure checklists.
• Occasionally travel to retail stores to assist with network infrastructure delivery.

Our team is permanently based at the Holland & Barrett (Nuneaton) Head Office. However, on occasion duties may require travel to stores nationwide, to assist with delivery of network infrastructure.

Key requirements:

• Strong background in 1st/2nd line technical support.
• CCNA or previous networking experience.
• Strong organisational skills with the ability to manage multiple high priority incident tickets simultaneously.
• Excellent communication and interpersonal skills, capable of working effectively with cross-functional teams and external vendors.
• Attention to detail, with an emphasis on both accuracy and quality.
• Problem-solving skills and the ability to adapt quickly to evolving circumstances.
• Proficiency in service management tools and software. (Jira/Confluence).
• Ability to work proactively and independently to take ownership of tasks, as well as equally collaborating with the wider team.
• Flexibility to travel and the ability to work extended hours where necessary.

We are also interested in additional experience and skills to bring fresh ideas and perspectives to the team, such as: -

• Transferable skills from other Service based, Technical Project or Technical disciplines.
• Experience with Retail Systems, POS and peripheral troubleshooting.

What we offer:

• Pension company contribution = 3%
• Incentive scheme up to 10% of annual salary, based on company performance.
• Your wellbeing is paramount so you can get away and take 33 Days Holiday per year.
• Learning and Development opportunity with Holland & Barrett is a great base for career development long term.
• Private Medical Care (Self after 1 year)
• Career progression.
• Refer and Earn Scheme - as we're growing you can earn money by referring people to join us from your network.
• Epic Extras gives you access to exclusive benefits, free advice and savings from a range of retailers and providers.
• Stay healthy with Discounted Products - from day one you'll get a 25% discount (on top of other promotions) when you shop at H&B on anything that you buy.
• We all need a little help sometimes, so weoffer Free 24/7 Confidential Advice & Colleague Welfare.
• Mental Health First Aiders - we have lots of qualified Mental Health First Aiders because its all about your health & wellbeing.
• Stay active in the Onsite Gym at our Nuneaton Hub!
• We have colleague Reward and Recognition Schemes, so your hard work and loyalty won't go unnoticed.
• And many more!

Our culture respects equality, values diversity and encourages individuality – because this allows our people to unlock their potential and be their best. We welcome everyone who shares our EPIC values regardless of background, culture, disability, ethnicity, gender identity or sexual orientation

Holland & Barrett does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland & Barrett is not and will not be responsible for any fees if a candidate submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s).