• Recycle loop is utilising the latest technology and data to enable customers to make the best possible use of their materials. 
• Comply loop is enabling customers to solve increasingly complex environmental regulatory challenges using data, expert knowledge and thought leadership to drive business accountability across the globe. 
• Re-use loop is providing intelligent technology platforms and agile delivery models for pre-retail logistics and product returns, fulfilment and processing, on behalf of many of Europe’s largest retailers. 

About the role

1. Incident Triage & First-Line Support

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  Act as the first line of defense and support for business technology incidents.
  
  
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  Perform initial incident triage, accurately documenting issues, behaviors, and error messages.
  
  
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  Execute predefined response playbooks for common scenarios.
  
  
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  Escalate incidents appropriately based on severity and business impact.
  
  

2. Hardware Troubleshooting

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  Accurately identify hardware faults and performance issues.
  
  
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  Use appropriate tools and diagnostic methods to troubleshoot problems.
  
  
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  Deliver timely and effective resolutions.
  
  
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  Implement sustainable solutions rather than temporary workarounds.
  
  

3. Software Support

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  Correctly classify incidents and fulfillment requests (e.g., license or permission assignments).
  
  
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  Collaborate with relevant teams to drive resolution in line with policies and regulations.
  
  
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  Ensure procurement processes are followed and costs are properly approved and allocated.
  
  

4. Network Fundamentals

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  Maintain a general understanding of the company’s network architecture to support troubleshooting.
  
  
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  Identify and troubleshoot L1–L2 network issues using appropriate tools (e.g., traceroute, PowerShell TCN).
  
  
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  Document incidents clearly to enable efficient handover and resolution.
  
  

5. System Administration

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  Provision and manage user accounts in Active Directory and Microsoft Entra ID (Joiner, Mover, Leaver processes).
  
  
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  Manage group memberships in line with the principle of least privilege, including licenses, roles, and permissions.
  
  
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  Create, modify, delegate, and remove distribution groups, shared mailboxes, Microsoft Teams, and SharePoint sites.
  
  
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  Ensure all requests are properly authorized and documented in the service desk before actioning.
  
  

6. ITSM & Tools Utilization

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  Follow ITIL best practices using ITSM platforms (e.g., ServiceNow).
  
  
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  Provide timely and relevant ticket updates, ensuring all required fields are completed (e.g., Service Offering, Configuration Item).
  
  
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  Understand CMDB principles and their role in incident, change, and problem management.
  
  
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  Demonstrate knowledge of Active Directory structures (OU, ACL, DACL, extended attributes).
  
  
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  Apply RBAC (Role-Based Access Control) principles.
  
  
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  Understand integrations with Active Directory (e.g., Exchange on-premises, CIPHR).
  
  

7. Security & Compliance

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  Adhere strictly to password reset procedures and resist social engineering attempts.
  
  
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  Report suspicious or malicious activities in accordance with security policies.
  
  
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  Avoid installing or running unauthorized software or services.
  
  
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  Ensure devices and systems remain compliant with corporate security standards.
  
  
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  Proactively monitor systems and security events to detect anomalies, potential threats, and performance issues.
  
  

8. Monitoring & Playbook Execution

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  Continuously monitor systems and alerts to prevent incident escalation.
  
  
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  Execute predefined response playbooks accurately and document all actions taken.
  
  

9. Innovation & Continuous Improvement

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  Identify and propose process improvement initiatives.
  
  
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  Contribute to positive change within the team and organization.
  
  
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  Participate in process reviews and suggest enhancements to monitoring, response, and documentation practices.
  
  

10. Documentation & Additional Responsibilities

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  Maintain accurate and detailed documentation in ITSM tools to support seamless handovers and global trend analysis.
  
  
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  Perform additional duties as required to meet business needs, aligned with the scope and objectives of the role.

What we need from you

Skills, Knowledge & Expertise

Expected Behaviours

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  Authenticity – We are rational, reasonable, and direct in our approach. We believe that what you see is what you get.
  
  
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  Inclusion – We are a welcoming, friendly, and positive team that respects individuality and diverse opinions through cooperation.
  
  
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  Collaboration – Through our actions and interactions, we treat each other equally, with respect, and as we would like to be treated.
  
  
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  Inventiveness – We continuously explore new ways of working. Everyone contributes as we strive to improve processes, find more efficient solutions, and build a more sustainable future.
  
  

Knowledge & Experience

Essential

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  Initial triage, alert validation, and accurate execution of predefined response playbooks.
  
  
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  Hands-on experience with IT Service Management platforms (e.g., ServiceNow, ManageEngine).
  
  
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  Excellent interpersonal skills with the ability to communicate clearly and build positive relationships with colleagues and end users.
  
  
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  Ability to work independently, prioritize tasks effectively, and recognize when to seek support to maintain high-quality outcomes.
  
  
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  Proactive team player, willing to support colleagues and contribute to shared objectives.
  
  

Desirable

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  Two years of experience professionally resolving end-user technical issues.
  
  
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  Experience collaborating with multiple technical teams to resolve incidents and ensure smooth handovers.
  
  
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  Exposure to trend identification and contribution to operational improvements.
  
  
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  Familiarity with SIEM platforms (e.g., Splunk, Microsoft Sentinel), log analysis, and event correlation.
  
  
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  Knowledge of common cyber threats, indicators of compromise (IOCs), and security best practices.
  
  

IT Competencies & Technical Skills

Essential

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  Experience with Microsoft 365 administration centres (e.g., Exchange Online, SharePoint, Teams) and associated tools.
  
  
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  Familiarity with Microsoft Windows operating systems (e.g., Windows 11), including configuration, troubleshooting, and performance optimization.
  
  
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  Ability to systematically diagnose and resolve technical faults using structured problem-solving techniques to identify root causes and implement effective solutions.
  
  
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  Basic understanding of cybersecurity principles, common threats, and secure operational best practices.
  
  

Desirable

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  Knowledge of VoIP telephony systems.
  
  
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  Proficiency in remote access tools (e.g., RDP, TeamViewer) for effective remote troubleshooting.
  
  
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  Familiarity with MDM platforms such as Intune or ManageEngine for device configuration and policy enforcement.
  
  
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  Understanding of printers, print servers, and print management software to resolve print-related incidents.
  
  
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  Knowledge of LAN, WAN, Wi-Fi, DNS, DHCP, and VPN technologies.
  
  

Education & Certifications

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  Higher education or secondary education qualification.
  
  
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  ITIL Foundation certification (preferred).