IT Support Engineer

GWA Group is a leading innovator, designer, importer and supplier of sustainable water solutions for bathrooms, kitchens and laundries across residential and commercial spaces. With our iconic brands Caroma and Methven, and operations spanning Australia, New Zealand and the UK, we’re shaping a better, more sustainable future, one solution at a time. Role Purpose Provide frontline operational IT support across the office, warehouse & remote team. Ensuring incidents are logged correctly, triaged quickly, resolved where possible, and escalated with high‑quality evidence when required. The role acts as the first point of ownership for day‑to‑day IT operations with the end users. You will work closely with the Group Technical & Transformation Team in Australia, escalating complex issues and progressively developing backend and systems capability over time. Key Responsibilities First Line Incident Management & Triage Log and categorise incidents accurately across software, hardware, access, and operational systems and perform initial diagnosis. Capture minimum required evidence upfront: screenshots and error messages timestamps affected users order / case / transaction IDs steps to reproduced Maintain accurate and complete records in the service management system. Own daily intake triage: classify severity, route incidents correctly, reduce noise by closing duplicates, and ensure adherence to defined ticket resolution SLAs. Maintain a weekly “Top Recurring Issues” list to support trend analysis and continuous improvement. End‑User, Device & Workplace Support Provide hands‑on support for: desktops, laptops, printers, mobile devices, and peripherals login, access, and basic connectivity issues Microsoft 365 applications Perform device swaps, peripheral replacements, and basic troubleshooting. Validate Day‑1 readiness for new starters and post‑deployment checks: Teams Application access connectivity and peripherals Track repeat device issues and escalate trends. Business & Operational Systems (First Line) Provide first‑line support for Microsoft business systems, including basic Dynamics 365 CE / F&O user issues. Capture evidence clearly and escalate confirmed system issues to Application Support. Support user issue capture during training and early rollout phases. Review and contribute updates to SOPs and knowledge articles in line with approved ways of working. Third‑Party Vendor, Devices & Connectivity Support Work with third‑party vendors to procure end‑user devices, warehouse IT equipment, and networking services within approved budgets. Coordinate ordering, delivery, replacement, and returns for laptops, peripherals, printers, and warehouse technology. Provide first‑line support and triage for external operational and carrier portals, including Capture evidence for vendor escalation, including supplier references, impacted services or users, timestamps, and error messages. Track repeat vendor issues and escalate trends to senior IT for resolution. Provide high‑quality escalation evidence to avoid churn between teams. Escalation & Collaboration Escalate confirmed system or backend issues to: Application Support Group Technical & Transformation Team (Australia) Provide high‑quality escalation evidence to avoid churn between teams. Support SLA tracking with third‑party providers and raise breaches where appropriate. Participate in knowledge sharing, documentation, and continual improvement initiatives. Skills and Experience Essential Experience in a 1st / 2nd Line IT Support role. ITIL v4 Foundation required. Basic exposure to Microsoft Dynamics 365 CE or F&O. Strong knowledge of Windows OS, Microsoft 365 applications, Power BI, and endpoint troubleshooting. Good understanding of user access management and account provisioning. Familiarity with networking fundamentals (DNS, DHCP, VPN, LAN/WAN). Experience supporting office relocations or physical workplace setups. Excellent communication, documentation, and problem‑solving skills. Holds a full UK driving licence with access to a vehicle, enabling daily office attendance and periodic warehouse visits (typically once or twice per week and when required). Desirable (Training Provided) Microsoft 365 administration (Exchange, SharePoint, Teams, Intune). Genesys Cloud platform support. Softphone configuration and voice systems. EDI systems and integration flows. PowerShell scripting or automation experience. Experience with Azure AD and Microsoft security products. Personal Attributes Curious, proactive, and eager to learn about modern cloud and enterprise technologies. Calm under pressure with a customer-focused mindset. Able to work independently but collaborate effectively with remote teams. Strong attention to detail and documentation habits. What We Offer Structured development plan for enterprise systems including M365, D365, EDI, and Genesys. Mentorship from senior architects and transformation specialists. Exposure to modern cloud technology and global operations. Clear pathway into advanced systems or higher‑tier support roles. Ready to apply? Great! Just click the apply button to build your career with us! Please note: You must be a citizen, permanent resident or hold all the relevant employment visas and other approvals for the location and duration of this position to apply for this role. Please note that we are not accepting applications from agencies for this position. GWA Group has a long history of innovation and dedication which goes all the way back to 1886. We are proud of our Australian and New Zealand heritage, innovative spirit, iconic market-leading brands such as Caroma, Methven, and Clark, and importantly - our inclusive culture. At GWA, we're not just a company, we're a supportive community committed to making everyday water experiences extraordinary. Our dedication to water sustainability, customer-first values, and community engagement creates a ripple effect of positive impact, ensuring that our consumers not only enjoy our products, but also contribute to saving millions of litres of water each year. When you join us, you'll discover a welcoming workplace where safety, collaboration, and inclusivity are the cornerstones of our culture. Every contribution matters, and we provide a supportive environment where you can thrive, learn, and grow, recognising and celebrating performance in diverse and meaningful ways. We celebrate the unique perspectives and talents that everyone brings with them and foster a culture of care where you feel valued and empowered to succeed. Our cultural pillars—We are One Team, We are Customer Focused, and We Care for Each Other—are more than just words; they're our way of life.