IT Support Specialist – Tier 2

About the role

The Tier 2 IT Support Specialist provides advanced technical support and troubleshooting across JD Sports’ retail and corporate environments, acting as the escalation point for Tier 1 issues.

Key responsibilities

• Deliver advanced support for computers, network devices, printers, and business systems.
• Serve as escalation point for complex hardware, software, and network incidents.
• Manage and prioritize support tickets to meet service level targets.
• Support VPN (P81) connectivity and remote‑access issues.
• Troubleshoot Microsoft Applications, Windows OS, Microsoft Entra ID, and Microsoft Intune for device and user management.
• Assist with user account administration, device provisioning, hardware deployments, and software installations.
• Maintain IT infrastructure, workstations, peripherals, and network‑connected devices across retail locations.
• Keep the IT asset register up‑to‑date and manage hardware/software inventory.
• Support retail technology including Jesta POS, Shopify integrations, Zebra handheld devices, and Cisco Meraki store networks.
• Review recurring high‑impact issues, perform root‑cause analysis, and contribute to knowledge‑base documentation.

Required profile

• Proven experience in Tier 2 IT support or a similar advanced technical support role.
• Strong troubleshooting skills for hardware, software, and network problems.
• Ability to manage and prioritize multiple support tickets under defined service levels.
• Effective communication and collaboration with internal stakeholders and cross‑functional teams.

Required skills

• Microsoft Windows operating systems
• Microsoft Entra ID (Azure AD)
• Microsoft Intune device management
• VPN (P81) and remote‑access technologies
• Microsoft Office and other Microsoft applications
• Jesta POS system
• Shopify integration platforms
• Zebra handheld devices
• Cisco Meraki networking equipment
• IT asset and inventory management
• Ticketing/incident‑management tools