2nd Line Support Engineer

Due to continued growth and the opening of new ProCook stores nationwide, we’re excited to introduce a newly created 2nd Line Support Engineer role within our expanding IT team.

You’ll provide hands-on IT support across both our Head Office and store network, including regular travel to support existing locations and new store openings, so no two days will be the same.

You MUST be able to commute to our Gloucester offices (GL10 3EZ). This is an on-site 5days/week role (some flexibility can be discussed), working 37.5 hours per week, Monday to Friday. Working hours will be either 8:00am–4:00pm or 9:00am–5:00pm, including a 30-minute unpaid break, with some flexibility.

A full UK driving licence and access to your own vehicle is a main requirement, and you should be comfortable travelling frequently (including to Northern Ireland).

Requirements:
Experience & Approach

• Proven 2nd Line IT Support experience in a hands-on environment
• Strong communication and customer service skills
• Proactive mindset with experience in preventative maintenance and vendor management
• Able to organise workload effectively and support users remotely

Core Systems & User Support

• Administration of Microsoft Windows 10+ and Windows Server
• Apple macOS administration
• Microsoft 365 and Active Directory / Entra ID (Azure) management
• Mobile Device Management (MDM)
• User onboarding (new starter setup and enrolment)
• Printer installation, configuration and maintenance (Windows & Mac)
• Good understanding of computer hardware

Networking & Infrastructure

• Solid understanding of IPv4 networking, firewalling, VPN tunnelling and systems security
• Knowledge of common internet protocols (HTTP/S, DHCP, DNS, NTP, SIP)
• Experience troubleshooting connectivity and system issues
• Ability to install and terminate data cabling

Practical Requirements

• Full, valid UK driving licence and access to your own vehicle
• Comfortable working across warehouse, office and store environments without assistance

Desirable Skills:

• VLAN and VPN management
• Linux command line administration
• PDQ administration / troubleshooting
• PCI DSS auditing
• Good scripting knowledge – DOS batch files, PowerShell, Bash
• Imaging computers over a network connection
• Fortinet exposure (FortiClient)
• Virtual Machine Management - VMware / Azure / Amazon AWS / Hyper-V, etc

Benefits:
• 💰Salary is £28,000 - £32,000 depending on experience and skills
• 🤩Total value of our perks is worth £3,000+ per year
• 🅿️ Free parking on-site
• 💪 Free gym access on-site
• ☕ Unlimited coffee and tea throughout the day
• 🍰 Free fresh fruit and cake daily
• 🍴 Subsidised meals - breakfast and lunch
• 🏆 Opportunity to work with a passionate team
• 🎁 Generous colleague discount - 40% off to spend in store or online + 30% for friends and family
• 🌍 2 x Annual paid volunteering days
• 📞 Employee Assistance Programme
• 🚲 Cycle to work scheme
• 👥 Friends and Family Referral Scheme
• 🏖️33 Days Annual Leave (including bank holidays)
• 💰 Discretionary bonus scheme of up to 15%
• 🅱️ B Corp certified company committed to ethical practices and sustainability
• 🥇 A company recognised as a Great Place to Work for 4 consecutive years
• 🩼 Disability Confident Leader
• 🏡 Hotel stays, food, and fuel covered when traveling for work as per our expenses policy

We Welcome Everyone

At ProCook we are committed to diversity and inclusion, and we welcome applications from people of all abilities.

If you require any reasonable adjustments to support you through the application or interview process, please let us know. We’re committed to making our recruitment process as inclusive and accessible as possible.

About ProCook’s Sustainability Commitment:

At ProCook, sustainability is at the heart of what we do.

As a certified B Corporation, we strive to balance profit with purpose, focusing on reducing waste, and ensuring ethical business practices.

By joining our team, you will contribute to our efforts in creating a positive impact on the planet.