2nd Line Support Engineer - IT Service Desk

There’s plenty about Topps Tiles that might surprise you. Like the scale of our Support Office in Leicester. We have Finance, Marketing, Buying, Central Operations, HR, Property, Customer Service and IT all under one roof. Tight-knit teams of talented people working together and working hard to get things done and drive results. But then, would you expect anything less from an ambitious, dynamic, market-leading, multi-million-pound retail business? After delivering our 20% market share goal of “one in five” in 2023, we have launched our new goal – Mission 365 – targeting £365 million of sales

What we’ll do for you

In a culture where hard work is recognised and great results are rewarded; you can look forward to a company bonus that will give you a share of our success (up to 20% of your base salary). Then there’s a generous staff discount, pension and life assurance, a holiday allowance that increases with length of service and a wide range of other benefits. Plus, flexible working, free on-site parking, generous discounts on products and services and more. A lot more. We’re committed to promoting talent from within too, which means you’ll be well-supported to build a rewarding career with an individual development plan and lots of training on offer.

The 2nd Line Support Engineer provides advanced technical support for incidents, service requests, hardware, and build activities escalated from 1st Line Support. The role requires strong troubleshooting skills, in-depth technical knowledge, and the ability to resolve complex issues that cannot be handled at 1st Line. Ensures timely resolution, quality builds, and reliable hardware deployment across the organisation. The 2nd line support engineer works closely with resolver teams, contributes to knowledge sharing, and supports the stability and improvement of IT services.

Key Responsibilities

Incident & Request Management

• Take ownership of tickets escalated from 1st Line, ensuring thorough diagnosis and resolution within SLA.
• Troubleshoot more complex technical issues across hardware, software, networking, and applications.
• Manage service requests requiring technical configuration, installation, or specialist knowledge.
• Where required, liaise with 3rd Line support teams or external vendors for issue resolution.
• Provide detailed updates and maintain accurate records of actions taken in the ITSM tool.

Hardware Support & Asset Management

• Diagnose and resolve hardware faults across end-user devices, network equipment, and peripherals.
• Perform physical repair, replacement, and testing of defective components.
• Maintain accurate asset records for devices, ensuring updates to the asset register.
• Support hardware lifecycle management including deployment, and disposal.

Problem Solving & Root Cause Analysis

• Investigate recurring incidents to identify underlying problems.
• Work with Problem Management to document root causes and implement permanent fixes.
• Contribute to continuous improvement by recommending process or technical enhancements.

Technical Expertise & Support

• Administer and troubleshoot enterprise systems (e.g., Microsoft 365, Active Directory, Exchange, Intune, endpoint management tools).
• Assist with software installations, updates, and configuration tasks beyond 1st Line scope.

Collaboration & Escalation Management

• Provide guidance and mentoring to 1st Line Analysts, including coaching on technical troubleshooting.
• Collaborate with 3rd Line engineers, project teams, and external suppliers to resolve complex issues.
• Ensure appropriate escalation of high-priority incidents and major outages.

Customer Service & Communication

• Provide high-quality remote and on-site support.
• Keep users informed of progress, ensuring communication is clear and non-technical when needed.
• Manage expectations by providing accurate resolution timeframes.
• Ensure a positive customer experience while resolving complex technical issues.

Knowledge Sharing & Documentation

• Create and maintain technical documentation, procedures, and knowledge base articles.
• Share expertise with the wider IT team to reduce repeat escalations.
•  Participate in service reviews, contributing insights from 2nd Line support activities.

Diversity, Equity and Inclusion

At Topps Group we believe that diversity isn’t just a box to tick. We are committed to creating an authentic ‘One Topps’ culture, where our colleagues feel included and supported regardless of who they are or where they are from

We actively welcome applications from individuals of all races, ethnicities, genders, sexual orientations, abilities, ages, religions, and socio-economic backgrounds. If you need any adjustments during the recruitment process, just let us know—we’re here to support you.

Join us in shaping a culture where inclusion is more than a policy—it’s a daily practice.

Think you know Topps Group? Think again.

There's plenty about Topps Group that might surprise you. Like the fact that you don't need to be a DIY or tile expert to work in one of our stores or our Leicester based Support Centre.

Or the fact that that we're Britain's largest specialist tile retailer, with more than 1,600 in-store specialists providing world class customer service to homeowners and tradespeople in over 300 stores nationwide.