<div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px"><b>Responsibilities</b></h2></div><div><ul><li><p>Provide first-line technical support to users via phone, email, or remote tools.</p></li><li><p>Log, prioritise, and manage incidents and requests through the company’s ticketing system.</p></li><li><p>Diagnose and resolve issues with Windows, ChromeOS, and POS systems.</p></li><li><p>Troubleshoot and fix / escalate WAN,&nbsp; LAN and WLAN issues&nbsp;</p></li><li><p>Manage and support user accounts and permissions within Active Directory.</p></li><li><p>Assist in the support and monitoring of critical business applications with the wider IT team.</p></li><li><p>Help identify patterns or recurring issues and spot trends early to prevent wider impact.</p></li><li><p>Assist with device setup, deployment, and modern imaging technologies (e.g., cloud-based rebuild or zero-touch provisioning systems).</p></li><li><p>Promote good security practices, teaching end users how to work safely and efficiently.</p></li><li><p>Maintain clear, structured documentation for processes, fixes, and changes.</p></li><li><p>Escalate complex issues to higher-level engineers while maintaining ownership until resolution.</p></li><li><p>Communicate clearly with both technical and non-technical stakeholders.</p></li><li><p>Contribute ideas for system, process, and service improvements.</p></li><li><p>Travel to stores across the group for fitouts, pop up shops and as required for business purposes.</p></li></ul></div>