Staff Technology Engineer (Warehouse IT Support)
THG Ingenuity · Manchester
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.
Staff Technology Engineer (Warehouse IT Support)
Location: Manchester (Altrincham), England, United Kingdom (On-site)
About the Role
We are looking for a proactive and hands on Staff Technology Engineer to join our Manchester Warehouse IT Support function. Operating in a fast-paced environment especially as we ramp up for peak periods like Black Friday. You will play a critical role in keeping our fulfilment operations running smoothly.
Reporting into the Warehouse Technology Manager, this role is exclusively based at our Manchester site. You will act as the primary on the ground technical responder, partnering closely with warehouse operations to minimise downtime, support essential infrastructure, and ensure our teams have the functional technology they need to hit operational targets.
Key Responsibilities
- Onsite Support: Provide responsive, 1st line technical support to Manchester warehouse teams, rapidly troubleshooting and resolving hardware, software, and local network connectivity issues.
- Hardware Management: Set up, configure, and maintain warehouse specific IT equipment, including thermal label printing kiosks, handheld scanning devices, Windows desktops, and mobile hardware.
- System & Access Management: Manage user accounts, permissions, and access provisioning through platforms like Active Directory, Microsoft 365 and other MDMs
- Proactive Monitoring: Monitor local IT systems and network infrastructure to identify, escalate, and resolve potential faults before they impact warehouse productivity.
- Service Delivery: Act as an IT champion on the warehouse floor, coaching operational staff on best practices and guiding them on how to accurately log issues via ServiceDesk Plus.
- Asset & Documentation Control: Maintain an accurate inventory of all Warehouse hardware and regularly update technical documentation, operating procedures, and issue resolution guides.
- Operational Readiness: Collaborate with the wider technology team to deploy software updates and security patches, ensuring all endpoint devices remain secure and compliant.
- Peak Support: Provide flexible support during high volume operational periods (such as Black Friday) and participate in occasional out of hours maintenance tasks to avoid disrupting operational shifts.
Requirements & Experience
- Background: 5 GCSEs A-C (9-4) or relevant industry certifications (e.g., CompTIA A+, Microsoft fundamentals), backed by practical, hands-on IT support experience.
- Technical Foundation: Strong working knowledge of computer hardware, Windows operating systems, and core networking concepts (Wi-Fi, TCP/IP, patching).
- System Administration: Familiarity with managing users in Microsoft 365 and Active Directory/Entra ID environments.
- Hardware Troubleshooting: Experience with, or a strong desire to learn, warehouse specific operational technology (e.g., thermal printers, ruggedized Android scanners, Mobile Device Management platforms).
- Service Orientation: Experience working with ticketing systems and managing support queues effectively.
- Personal Attributes: A calm, methodical approach to problem solving under pressure. You must be comfortable working on your feet in a bustling, multi disciplined warehouse environment.
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.
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