IT Systems Support Engineer
Who we are
Methven has been innovating in water for generations - designing showers and tapware that perform beautifully and help customers use water more efficiently. In the UK we operate two brands DEVA and Methven, supplying showers, taps and valves into B2B routes.
About the Role
We’re looking for a proactive and hands-on IT Support Engineer to take ownership of day-to-day IT operations across our office and warehouse environments.
This is a key frontline role where you’ll be the first point of contact for end users, ensuring issues are resolved quickly, escalated effectively, and documented to a high standard. You’ll work closely with our Group Technical & Transformation Team (based in Australia), giving you exposure to global systems, modern cloud technology, and enterprise-scale operations.
This role offers a clear development pathway into broader systems, infrastructure, and higher-tier support as your capability grows.
What You’ll Be Doing
Incident Management & Triage
- Log, categorise, and prioritise incidents across software, hardware, access, and business systems
- Carry out initial diagnosis and resolve issues where possible
- Capture high-quality evidence (screenshots, timestamps, affected users, error messages, steps to reproduce)
- Manage ticket flow effectively, ensuring SLA adherence and reducing duplication
- Monitor and report on recurring issues to support continuous improvement
End User & Workplace Support
Provide hands-on support for:
- Laptops, desktops, printers, mobile devices, and peripherals
- Microsoft 365 and basic connectivity issues
- Carry out device setups, swaps, and troubleshooting
- Ensure Day 1 readiness for new starters (access, applications, connectivity)
- Identify and escalate recurring device or user issues
Business Systems Support (First Line)
- Support users across Microsoft-based systems, including Dynamics 365 (CE/F&O)
- Capture and escalate system issues with clear and accurate evidence
- Support users during system rollouts and training phases
- Contribute to SOPs and knowledge base improvements
Vendor & Third-Party Management
- Coordinate with external suppliers for IT equipment and services
- Support procurement, delivery, and replacement of devices and warehouse IT equipment
- Provide first-line support for external systems and service portals
- Escalate issues to vendors with high-quality supporting evidence
Escalation & Continuous Improvement
- Escalate complex issues to internal and global technical teams
- Support SLA tracking and highlight any service risks or breaches
- Contribute to knowledge sharing and process improvement initiatives
What We’re Looking For
Essential
- Experience in a 1st or 2nd Line IT Support role
- ITIL v4 Foundation certification
Strong knowledge of:
- Windows OS and endpoint troubleshooting
- Microsoft 365 applications
- Networking fundamentals (DNS, DHCP, VPN, LAN/WAN)
- Exposure to Microsoft Dynamics 365 (CE or F&O)
- Experience with user access and account provisioning
- Strong communication, documentation, and problem-solving skills
Desirable (Full Training Provided)
- Microsoft 365 administration (Exchange, SharePoint, Teams, Intune)
- Azure AD / Microsoft security tools
- Genesys Cloud or voice systems
- EDI systems / integrations
- PowerShell or automation experience
Who You Are
- Naturally curious with a desire to learn and develop
- Calm under pressure, with a strong customer-focus
- Able to manage multiple priorities in a fast-paced environment
- Detail-oriented with strong documentation habits
- Comfortable working independently and collaborating with global teams
What you’ll get
- Competitive salary + performance-based bonus
- Benefits package including pension, life assurance, income protection, critical illness cover and access to health & wellbeing schemes.
- 25 Days annual leave + bank holidays
How to apply
Apply via LinkedIn (or contact us directly for an informal conversation).