IT Helpdesk Support Agent - Remote Opportunity at Smyths Toys

About the Role

We are hiring an IT Helpdesk Support Agent to join our team at Smyths Toys. This remote IT Helpdesk Support Agent role is ideal for individuals with a solid technical foundation and excellent communication skills. As the first point of contact for IT-related issues across our stores, warehouses, and offices, you will support a wide variety of users and technologies, including Windows, ChromeOS, POS, and networking. You will also collaborate with the wider infrastructure team to support and monitor critical business applications.

What You'll Do

• Provide first-line technical support to users via phone, email, or remote tools.
• Log, prioritize, and manage incidents and requests through the company’s ticketing system.
• Diagnose and resolve issues with Windows, ChromeOS, and POS systems.
• Troubleshoot and fix or escalate WAN, LAN, and WLAN issues.
• Manage and support user accounts and permissions within Active Directory.
• Assist in the support and monitoring of critical business applications with the wider IT team.
• Help identify patterns or recurring issues and spot trends early to prevent wider impact.
• Assist with device setup, deployment, and modern imaging technologies (e.g., cloud-based rebuild or zero-touch provisioning systems).

Requirements

• Experience in a helpdesk or IT support role.
• Strong troubleshooting and diagnostic abilities.
• Good knowledge of Windows 10/11, Microsoft 365, and ChromeOS environments.
• Strong documentation and communication skills.
• Ability to identify trends and potential issues before they escalate.
• Excellent customer service and interpersonal skills.
• Flexibility to work varied shifts as rostered, including weekends and evenings.

Nice to Have

• Good spoken and written German or French language skills.
• Familiarity with Google Workspace or similar Cloud platforms.
• Awareness of IT security, data protection, and compliance best practices.

What We Offer

• An attractive competitive salary and bonus package.
• 33 Days Annual Leave (inclusive of public holidays).
• Defined Contribution Pension Scheme.
• Life Assurance Cover.
• Employee Assistance Programme.
• In-store discount.
• Company Maternity and Paternity Payments.
• Special Life-Event Gifts.

Join us as an IT Helpdesk Support Agent and be part of a dynamic team at Smyths Toys, where your contributions will be recognized and rewarded!