WHAT WREN OFFER:

• Hybrid working with equipment provided
• Personalised progression plan with clear career opportunities
• Individual training budget for personal development
• Employee assistance programme
• Regular social events
• Staff discount on purchasing a kitchen after 1 year of continuous employment!
• Free annual eye tests as well as a contribution to new glasses
• Refer a Friend Scheme with the chance to earn up to £1500 for each referral
• Quarterly bonus scheme
• Free access to our onsite gym
• Subsidised meals in our two fantastic restaurants
• Free onsite parking

DESIRED SKILLS AND KNOWLEDGE:

• Proven 2nd line support experience in a service desk environment, with strong troubleshooting across Windows, macOS, Microsoft 365, Active Directory, and networking
• Clear communicator with the ability to explain technical issues to varied audiences and handle escalations professionally
• Experience mentoring junior team members and contributing to a collaborative team culture
• Proactive and detail-oriented, with strong documentation and knowledge-sharing skills
• Customer-focused mindset with a commitment to high-quality support
• Familiar with remote/hybrid support, self-service portals, and ITSM tools (e.g. Jira)

ABOUT THE COMPANY

Wren Kitchens are not only passionate about kitchens, we are passionate about our people! We have achieved incredible milestones over the years; opening over 100 showrooms, launching in the USA, and winning multiple awards including the UK’s Number 1 place to work!
This is thanks to our team, the Wren family, who have inspired us to push limits and make a difference. With our exponential growth, we are looking for incredible individuals to join us and continue our success story

ABOUT THE ROLE

We are seeking a skilled and driven 2nd Line IT Engineer to join our expanding team. In this role, you’ll serve as a key escalation point for technical issues that go beyond the scope of 1st line support. You’ll take ownership of complex problems, collaborate closely with 3rd line and infrastructure teams, and help drive a culture of continuous improvement across the IT Service Desk.
The ideal candidate is a natural problem-solver with strong technical expertise, a collaborative mindset, and a commitment to delivering outstanding customer service.
This is a hybrid position based in Barton-Upon-Humber.

MAIN RESPONSIBILITIES:

• Provide advanced support for hardware, software, and network issues escalated from 1st line; escalate unresolved issues to 3rd line with detailed documentation
• Mentor 1st line engineers, supporting their technical development and ensuring consistent service delivery
• Contribute to continuous improvement of the Service Desk through process optimisation, feedback analysis, and documentation updates
• Develop and maintain internal technical documentation and knowledge base content
• Participate in IT projects (e.g. system upgrades, migrations, and service rollouts)
• Promote and support IT self-service tools and automation to enhance user experience and efficiency
• Proactively monitor systems and alerts, addressing issues before escalation
• Conduct Root Cause Analysis for major incidents and implement preventative solutions
• Work closely with other IT teams to ensure service continuity and effective incident resolution
• Stay informed on industry trends and emerging technologies to improve service and technical capabilities
• Provide effective 2nd line support for IT incidents, ensuring timely resolution or escalation as needed.
• Take ownership of incident communication by drafting and sending clear, professional updates to users and stakeholders throughout the incident lifecycle.
  In addition to any other duties, as a responsible person you must ensure that you have read, understood and adhere to polices and procedure relating to Health and Safety, and your responsibilities located in the Integrated Management System (IMS)Responsibilities document.