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Senior IT Support Engineer

Tropic is proud to be a multi-award-winning brand with a range of ground-breaking skincare and beauty products, freshly made in the UK using the most innovative and effective ingredients nature has to offer. Co-owned by founder and CEO Susie Ma and Lord Alan Sugar, Tropic has been named one of The Sunday Times Virgin Atlantic Fast Track 100 companies for five years in a row and continues to grow from strength to strength. 

We are passionate about creating beauty with a conscience. Certified vegan, cruelty-free, CarbonNeutral® and with an inherent focus on driving our Infinite Purpose, we strive to be a force for good beyond beauty in everything we do to create a healthier, greener, more empowered world. We pride ourselves on the care and wellbeing of our staff and you will be joining a fast-paced, vibrant workplace with lots of opportunity to grow and develop your skills.

We have an exciting opportunity for an Senior IT Support Engineer to join our growing team.  This role would suit a highly motivated person who enjoys working in a busy environment and has a passion for problem-solving and project management.

The ideal candidate will have a minimum of 4 years’ experience working in an IT service desk role, preferably with a background in eCommerce and retail. In addition to the technical skills detailed below, candidates will also be certified with Microsoft, AWS, CompTIA or similar professional certifications.

Job responsibilities will include (but are not limited to):

  • Providing support across a wide range of applications used within the business
  • Responding to and resolving application support queries
  • Escalating support calls to Backoffice Support Teams where appropriate
  • Liaising with third party support providers to escalate and resolve support queries
  • Acting as an escalation point for first line Desktop Support Team and helping resolve other IT support-related issues
  • Updating support/ticketing systems to ensure calls have been logged and resolved, whilst capturing all the required information
  • Maintaining and monitoring our applications
  • Working within SLA targets for Incidents, Requests and Changes
  • Following support workflows, processes and policies
  • Helping to continuously maintain and improve knowledge and understanding of technologies supported by the IT Team
  • Working with the IT Team and Management to support wider IT-related activities and projects across the business
  • Working with IT Management to ensure all technical issues are addressed and that both training and documentation requirements are identified and implemented


The ideal candidate will have a working knowledge of/experience or familiarity with most of the following technologies:

  • Windows Desktop Operating Systems
  • Mac and Linux Desktop Operating Systems
  • Server Operating Systems and Services (Server 2008-2019, DHCP, DNS, VPN, RDS, Active Directory, Hyper-V)
  • Networking and Security Appliances (Routers, switches, WAP’s, Firewalls)
  • Database Servers (SQL, MySQL)
  • Web Platforms – Shopify, Magento, Plesk
  • Understanding of Web technologies - API’s, Webhooks, XML, SSL
  • Understanding of DNS (A, CNAME, TXT, MX/SPF Records etc)
  • Cloud Platforms and Services - Azure, AWS
  • Office 365 Suite - Teams, Exchange Online, SharePoint,
  • Helpdesk and Project Management Tools (Fresh Service, Zendesk, Asana etc)
  • RMM and MDM Tools (Team Viewer, inTune / EndPoint Manager)
  • VoIP Telephony (Teams, Horizon)


Successful candidates will demonstrate:

  • Excellent troubleshooting and problem-solving skills
  • Excellent incident and problem management skills
  • Proven experience working within an IT service delivery or technical support role
  • Excellent communication and customer service
  • Ability to work independently as well as part of a team
  • Excellent project management experience


Other information:

  • Full time role: 9am - 5pm, Monday to Friday
  • Office is conveniently located just 3 minutes’ walk from Beddington Lane Tram stop, which is connected to East Croydon and Wimbledon - both 20 minutes away
  • Salary: Starting £35k
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