Who we are
Online Home Retail is the home of Plumbworld.co.uk - one of the UK’s largest exclusively online retailers of bathroom and kitchen products. With warehousing based in Evesham, Worcestershire, Plumbworld has been trading online since 1999, serving over a million public and trade customers.
Our people make us who we are. We want you to enjoy and challenge yourself, build a career and teach us what we don’t know. Our plans are ambitious, and we’re looking for people who want to join us for the ride – our growth will be your growth.
The role in short
The escalation point beyond first line, owning complex incidents across our Microsoft environment (Windows, Microsoft 365, Active Directory). You'll have real scope to grow—including the chance to specialise in cyber security administration on our IT infrastructure estate, with training and mentoring provided.
Perks of the job
- Flexible hours to suit both you and the business
- 31 days holiday (including bank holidays) bookable in hours, making it super flexible for you
- The option to buy and sell annual leave to suit your personal needs
- £200 per year Wellbeing Allowance
- Access to our online platform for e-learning resources, hundreds of retail discounts, cycle to work scheme and car scheme
- Fancy a new bathroom? We offer attractive staff discount to you and your family!
- Of course, we offer all the good stuff like life assurance, pension scheme, training, and free onsite parking!
- Free fruit onsite for employees, delivered weekly!
Onto the nitty gritty!
- Act as the escalation point for incidents and service requests that Tier 1 cannot resolve, taking ownership through to resolution within agreed SLAs.
- Diagnose and resolve hardware, software, and network issues on Windows 10/11 desktops and laptops, printers, and peripherals, with supporting knowledge of Windows Server environments.
- Administer user accounts, groups, and permissions in Active Directory and Entra ID (Azure AD), including starters, leavers, and access changes.
- Support and troubleshoot the Microsoft 365 suite, including Exchange Online, Teams, SharePoint, and OneDrive.
- Build, image, and deploy devices using Intune / Autopilot / SCCM, and maintain accurate asset records.
- Manage and prioritise tickets in the service desk system, keeping users informed and documentation up to date.
- Escalate complex issues to Tier 3 / infrastructure teams or external vendors with clear, well-documented handovers.
- Create and maintain knowledge base articles and contribute to coaching Tier 1 colleagues. Control patching, endpoint security tasks, Firewall and routine maintenance under the direction of senior engineers.
- Support meeting-room AV equipment and provide hands-on assistance for office moves, events, and VIP users
- This role may require you to be on-call for one week a month during out of business hours.
We'd like to meet someone with
- 2+ years in an IT support role, with at least 1 year at second line / Tier 2 level (or equivalent demonstrable experience).
- Strong troubleshooting skills across Windows 10/11 in a corporate domain environment. Hands-on experience administering Active Directory (users, groups, GPO basics) and Microsoft 365.
- Solid grasp of networking fundamentals: TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
- Experience working with a ticketing system and within SLA-driven processes. Excellent customer service and communication skills — able to explain technical issues clearly to non-technical colleagues.
- Strong documentation habits and a methodical approach to incident management. A genuine interest in cyber security and a desire to develop towards a blended security admin role, with at least basic cyber security knowledge.
- Able to work on-site five days a week at Evesham office.
If this sounds like you, please apply!
All applicants must be eligible to work in the UK and employment is subject to a satisfactory DBS check.
Job Types: Full-time, Permanent
Work Location: In person
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Flexitime
- Health & wellbeing programme
- On-site parking
Work Location: Hybrid remote in Evesham (Worcestershire)
