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IT Helpdesk Engineer

Hermès
London, GBR
Full-time
Onsite
Discovered 1 weeks ago
2nd-line IT supportWindows 11Microsoft 365Active DirectoryTCP/IPWi-Fi

Full Job Posting

Role overview

Join a small, hands-on London IT team supporting approximately 500 users across nine stores and three office locations.

This is an 18-month fixed-term role, full-time in the Mayfair head office.

The role is primarily office-based, with travel to London stores typically once or twice weekly and occasional travel outside London.

Key responsibilities

  • Provide first- and second-line support by telephone, remote access, and face-to-face, diagnosing and resolving hardware, software, connectivity, and user-access issues.
  • Own incidents and requests through resolution, keep users informed, and proactively manage expectations.
  • Assess urgency and business impact, prioritize workload, and coordinate workload with the IT Manager.
  • Investigate issues before escalating and provide a clear handover when needed.
  • Manage IT onboarding and offboarding, including accounts, access, and equipment preparation and collection.
  • Configure and deploy laptops, iPhones, printers, and other end-user equipment, including MDM enrollment.
  • Support device refresh and lifecycle programs and maintain ITSM, asset, and CMDB records.
  • Contribute knowledge articles and how-to documentation.
  • Support end-user and occasional infrastructure projects, including store openings and moves.
  • Identify and report security concerns, including phishing and suspicious activity.
  • Assist the IT Manager with service improvements and follow company and group IT standards and processes.

Technical experience

  • Demonstrated second-line support experience and practical knowledge of Windows 11, Microsoft 365, Active Directory, TCP/IP and Wi-Fi, iPhone and MDM, troubleshooting, ITSM/ticketing, IT asset management, and general IT security awareness.

About you

  • Resolve a broad range of second-line issues without unnecessary escalation.
  • Bring a user-first approach, strong communication, methodical troubleshooting, reliability, and accuracy.
  • Take ownership, assess priorities, work proactively and independently, and collaborate with a small team.
  • Must already have the right to work in the UK for the full employment period; visa sponsorship is unavailable.

The team

The London IT function is a small, hands-on team supporting the local business as part of a wider global organization.

The team values individual responsibility, initiative, teamwork, sound independent decisions, and accurate work.

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