Staff Technology Engineer - On-Site Support

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. 

The Role 

As our On-Site Support Engineer in Manchester, you will be the friendly, capable face of Tech for THG colleagues. You will provide L1 & L2 support across a mixed Dell/Windows & macOS estate, keeping people productive & working closely with THG teams around the world to support the business. 

Your priorities can change hourly, so you may need to juggle several tasks or projects at once & focus on what matters most to the business. 

What you will be doing 

• Day-to-day support: Troubleshooting hardware & software issues, enrolling devices & handling replacements for laptops & desktops. 

• Desk-side & VIP support: Providing desk-side support, including VIP & executive support when needed. 

• Rooms & people: Supporting meeting rooms & AV, & onboarding/offboarding colleagues. 

• Devices & applications: Supporting Dell & macOS devices with Microsoft 365 applications (Teams, Outlook, SharePoint), plus basic Wi-Fi & network troubleshooting. 

• Platform administration: Carrying out basic administration & end-user support in Entra & Microsoft 365. 

• Identity & access: Troubleshooting end-user MFA issues, working with SAML & other authentication/authorisation protocols across a range of platforms. Where an issue is broader, you will escalate it to the right team with a full troubleshooting handover. 

• Printing: Helping colleagues enrol in & use our global printing platform. 

• Assets & documentation: Managing assets & keeping systems accurate & up to date. 

What would success in this role look like? 

• Identifying reported issues quickly & either resolving them or escalating to the right team. 

• Keeping all systems/documentation accurate & up to date. 

• Completing daily checks consistently & resolving any issues they uncover. 

• Delivering a warm, friendly & approachable service that earns outstanding end-user satisfaction. 

• Getting to the root of problems through strong analytical & problem-solving skills. 

• Communicating clearly, both verbally & in writing. 

• Staying organised & calm under pressure. 

 

Skills & Experience 

Essential 

• 3–4 years’ experience in an end-user IT support role. 

• Basic administration experience in Entra, Microsoft 365 & Intune. 

• Experience supporting end users with multi-factor authentication. 

• Basic networking knowledge, including TCP/IP & Wi-Fi. 

• Strong working knowledge of Microsoft operating systems & the Microsoft 365 suite. 

• Good macOS knowledge & experience. 

Desirable 

• Experience with SAML &/or other authentication protocols. 

• Experience with Jamf Pro or other macOS/iOS device management tools. 

• Experience supporting meeting room & AV equipment. 

• Experience supporting VIP or executive users. 

• Familiarity with IT service management (ITSM) tools & asset management processes. 

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.