{"id":3880433,"url":"https://alion.io/job/mountain-warehouse-technology-service-desk-engineer","title":"Technology Service Desk Engineer","company":{"id":453759,"name":"Mountain Warehouse","domain":"mountainwarehouse.com","url":"https://alion.io/company/mountainwarehouse","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":100,"open_postings":13,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":10,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"ITSM","optional":true},{"name":"Jira","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"PowerShell","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-11-05T17:54:18Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-10T04:46:34Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"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.\n\nWe are looking for someone who enjoys troubleshooting, diagnosing root causes, and resolving real technical issues, not just following scripts.\n\nYou 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.\nKey Responsibilities\nProviding second-line support across retail stores and head office (Windows, M365, EPOS, networks)\nDiagnosing and resolving technical issues end-to-end, including:\n\nWindows OS issues (performance, profile corruption, updates)\n\nOffice 365 (Outlook, Exchange, Teams, authentication)\n\nActive Directory / Azure Entra (users, permissions, group policies)\n\nNetworking issues (DNS, DHCP, VPN, connectivity problems)\n\nTroubleshooting real-world problems, not just logging tickets\n\nIdentifying root cause vs applying quick fixes\n\nUsing logs, tools, and systematic troubleshooting methods\n\nSupporting store technology (EPOS systems, printers, network hardware)\n\nManaging and prioritising multiple incidents with clear ownership\n\nEscalating issues with meaningful technical context and findings\n\nContributing to knowledge base articles and improving processes\n\nSupporting onboarding, device builds, and user training where required\nWe would like to meet someone who is\nWe’re not looking for someone who has memorised definitions - we want someone who can break down and solve problems logically.\n\nTechnical Skills (Core Requirements)\n\nMinimum 2+ years in a Service Desk / Desktop Support role\n\nStrong working knowledge of:\n\nWindows 10/11 troubleshooting\n\nActive Directory (user admin, permissions, GPO basics)\n\nMicrosoft 365 (Exchange, Outlook, Teams issues)\n\nBasic networking concepts and troubleshooting\n\nDNS, DHCP, IP addressing, VPNs\n\nExperience diagnosing issues such as:\n\n“User can’t access a system - where do you start?”\n\n“Device connected to Wi-Fi but no internet”\n\n“Outlook not syncing or sending emails”\nTechnical Mindset (What sets you apart)\n\nAble to explain how things work (not just what they are)\n\nComfortable troubleshooting step-by-step:\n\nIdentifying symptoms\n\nTesting hypotheses\n\nIsolating root cause\n\nUnderstands when to go deeper vs escalate\n\nCurious and proactive - not reliant on scripts\nDesirable (Not essential, but strong advantage)\n\nExperience in a retail or multi-site environment\n\nExposure to:\n\nAzure / Entra ID\n\nEndpoint management (Intune, SCCM)\n\nEPOS or store systems\n\nBasic PowerShell or scripting knowledge\n\nExperience working with ITSM tools (e.g. Jira, ServiceNow)\nHow We Assess Candidates\nOur interview process focuses on real-world troubleshooting, not textbook answers.\nYou should be comfortable:\n\nTalking through how you would diagnose issues step-by-step\n\nExplaining past problems you’ve solved\n\nDemonstrating your understanding, not just definitions\nWhat You’ll Get\n\nExposure to a wide range of technologies across retail and corporate environments\n\nSupport to develop into 3rd line or specialist roles\n\nA team that values problem-solving, ownership, and continuous improvement\n\nWorking 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.\n\nBenefits\nCompetitive salary and benefits package\nHybrid working, 3 days in London based office & 2 working from home\nHoliday allowance\n50% staff discount & 25% for family and friends\nPension scheme","description_format":"text","description_chars":3788,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sportswear & Activewear","Outdoor & Camping Gear"],"lifecycle":[{"event":"open","at":"2026-11-06T17:54:18Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-11-09T07:32:21+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":76,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.846,"p_room":0.9,"age_days":3,"expected_fill_days":10,"reasons":["conf:2","win:mid","comp:junior,brand"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/mountain-warehouse-technology-service-desk-engineer","json_url":"https://alion.io/job/mountain-warehouse-technology-service-desk-engineer.json","meta":{"generated_at":"2026-11-10T05:21:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12506,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":453759},"rest":"https://alion.io/mcp/rest/get_company?id=453759"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmountain-warehouse-technology-service-desk-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmountain-warehouse-technology-service-desk-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmountain-warehouse-technology-service-desk-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mountain-warehouse-technology-service-desk-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmountain-warehouse-technology-service-desk-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3880433}},{"tool":"search_jobs","arguments":{"company":"mountainwarehouse.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3880433},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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