IT Engineer

Job title: IT Engineer
Reports to: Service Desk Manager
Location: Standfast & Barracks, Lancaster
Department: IT - Operations
Contract Type: Full Time, Permanent

Role Overview:
This role is based at our Standfast & Barracks textile manufacturing site in Lancaster, providing on-site IT support and assisting with group-level IT operations where required. As the first point of contact for IT issues, you will be responsible for logging, triaging and resolving support requests, and escalating anything beyond first-line scope to the Service Desk Manager, Senior IT Engineers or Business Systems team. Occasional travel to our other UK sites may be required, though this is not expected to be regular.

About Us:
Sanderson Design Group plc is a luxury interior design house, home to six iconic brands with over 165 years of history: Sanderson, Morris & Co., Harlequin, Zoffany, Clarke & Clarke, and Scion. Our portfolio spans fabric, wallpaper, and paint, with manufacturing capabilities through Anstey and Standfast & Barracks. Our purpose is to ‘bring the beautiful into people’s homes and lives’ and we are the proud owner of one of Europe’s largest design archives, with over 75,000 historical documents and artworks. We also have a growing international licensing programme which supports our strategic global expansion.

Our Values & Behaviours:

Intrepid: Proactively seek solutions, make thoughtful decisions quickly and step forward with confidence.
Imaginative: Be resourceful, be curious, share knowledge and work inclusively with others to drive creativity and innovation.
Respectful: Positive communication and collaboration.

Responsibilities:

Act as the first point of contact for IT support requests in person, via telephone, email and the Helpdesk ticketing system. Log all support requests accurately and promptly in the Helpdesk system, ensuring tickets are categorised, prioritised and kept up to date.
Provide on-site and remote support (phone, email, remote access tools) to users at Standfast & Barracks and other SDG sites where required.
Maintain strict confidentiality when handling user data, system access and sensitive business information.
Escalate unresolved or complex issues to the Service Desk Manager, Senior IT Engineers or Business Systems team in a timely manner, with clear notes of troubleshooting already carried out.

Provide first-line troubleshooting and resolution for common IT issues, including:

Password resets and account lockouts
Printer, scanner and peripheral issues
Basic desktop/laptop hardware faults
Standard software installation and configuration
Network connectivity issues (basic diagnosis, e.g. loose cables, Wi-Fi connectivity)
Email issues
Basic Windows and macOS troubleshooting

Support operational technology used in production areas, including machinery PCs, escalating to specialists or suppliers where needed.
Set up new starter equipment and assist with user onboarding/offboarding, including account, licence and MFA setup in Microsoft 365 and Entra ID.
Maintain accurate IT asset records, including issuing, returning and redeploying equipment.
Create and maintain clear IT documentation, including knowledge base articles, user guides and standard operating procedures, and keep records of fixes and configuration changes up to date.
Maintain a professional, courteous and helpful manner when dealing with all users.
Adhere to IT security policies and promptly report suspected security incidents, including phishing e.g.
Travel to other UK SDG sites occasionally when required.

Skills & Experience:

A minimum of 3 years' experience working in IT support, ideally in an ITIL environment.
Full UK Driving Licence.
Hands-on experience with Microsoft 365 administration, including Exchange Online, Teams, SharePoint/OneDrive and licence management.
Experience with Microsoft Entra ID, including user, group and MFA management.
Good working knowledge of Windows 11 and Microsoft 365 apps, including device setup and troubleshooting in a managed environment.
Good working knowledge of macOS, iPadOS and iOS, including device setup and troubleshooting in a managed (MDM) environment.
Working knowledge of networking fundamentals (LAN, WAN, Wi-Fi), including IP addressing, DHCP, DNS and VLANs.
Experience providing IT support for manufacturing or industrial site operations (Desirable).
Experience supporting manufacturing machinery and control systems, e.g. PLCs and HMIs (Desirable).
Experience supporting legacy Windows versions on production or machine PCs (Desirable).
Experience supporting physical security systems, e.g. CCTV and access control (Desirable).
Good telephone manner, customer service skills and the ability to explain technical issues clearly to non-technical users, both verbally and in writing.
Strong attention to detail, with a methodical approach to ticket logging, documentation and record keeping.
Self-motivated and able to work independently on site, while collaborating effectively with an IT team based across multiple locations.

Qualifications:

ITIL Foundation (Desirable).
CompTIA A+ or equivalent (Desirable).
Azure Fundamentals - AZ-900 (Desirable).