IT Support Engineer

About THG Ingenuity THG Ingenuity is a proprietary Software-as-a-Service (SaaS) technology, robotics, and operations platform built for global ecommerce. Developed through more than two decades of operating ecommerce and retail services at scale, its software and automation capabilities have been engineered, tested, and refined through the real-world demands of managing complex commerce operations. Today, THG Ingenuity provides an integrating operating environment that enables brands to intelligently optimise the entire commerce lifecycle from browsing and checkout to AI inventory management and forecasting, automated fulfilment, carrier control, and customer experience. The platform comprises: THG Fulfil: The fulfilment operating system for global ecommerce. Delivered via a proprietary SaaS and Robotics-as-a-Service (RaaS) model, THG Fulfil orchestrates every stage of checkout, fulfilment, delivery, and customer experience through an integrated system. THG Studios: The UK's most innovative creative hub, helping brands create content that connects, experiences that engage, and IP that scales, all from its end-to-end, in-house facilities. THG Commerce: A cloud-native technology stack enabling retailers and brands to create intelligent, AI-powered, digital shopping experiences, while integrated marketplace and social commerce functionality allows brands to reach customers across every sales channel With its expertise in building and scaling brands, THG Ingenuity is uniquely positioned to bring pertinent, pragmatic, and global know-how across all aspects of commerce. Role Overview The Staff Tech Warehouse team is responsible for maintaining the IT working environment and delivering a world-class experience across our fulfilment and manufacturing centres worldwide. You will be the face of IT, providing excellent customer service and ensuring that every employee can perform their role as efficiently as possible. We are currently looking to hire an IT Support Engineer in Magnice, Poland. Requirements Provide strong customer service to internal IT teams, business partners, and employees, working closely with the Server and Networking teams. Keep asset and change management systems up to date at all times. Maintain and manage Android Mobile Device Management (MDM) solutions. Enrol and manage Windows and macOS devices through Microsoft Intune. Play a key role in developing corporate standards for desktop computer software and hardware, conducting reviews to ensure compliance. Successfully deploy and upgrade hardware across warehouse sites. Maintain the estate of printing devices, including thermal and laser printers. Perform computer management and system administration activities. Support the upkeep of pack stations to ensure smooth operations. Proactively manage open incidents, working with technical support teams to achieve the fastest resolution in line with incident SLAs. Support Microsoft Office products, Windows 11, macOS, desktops, laptops, multifunction printers, and basic LAN/WAN connectivity. Communicate daily service status across the business line. Manage and control handheld devices. Ensure all calls that cannot be resolved by Staff Technology First Line Engineers are allocated to the relevant support team promptly and resolved. Update and write Knowledge Base entries when new solutions are established. Raise awareness of recurring incidents. Raise Problem Records for investigation. Work alongside senior management to implement new technologies. Manage virus protection and updates. Ensure security patching is completed across all end-user devices. Keep all documentation and diagrams accurate and up to date. Perform daily checks consistently and resolve any issues identified. The Person Warm, friendly, and approachable, with a commitment to delivering excellent customer satisfaction. Excellent analytical and problem-solving skills, with a desire to identify and understand the root cause of issues. Excellent verbal and written communication skills. Able to suggest improvements to workflows. Organised and calm under pressure. A self-starter who takes initiative and looks for opportunities to push boundaries. Proactive, with the ability to identify problems and challenges before they arise. Benefits Benefits package including a MultiSport card, medical care, subsidised meals in the employee canteen, and access to employee transport. Opportunities for professional development, including progression within The Hut Group. The opportunity to work within an experienced, motivated team that values positive relationships and knowledge sharing. THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability. THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community. Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.