IT Engineer

Reports to: Service Desk Manager
Location: Standfast & Barracks, Lancaster
Department: IT - Operations
Contract Type: Full Time, Permanent

Role Overview

This role is based at our Standfast & Barracks textile manufacturing site in Lancaster, providing on-site IT support and assisting with group-level IT operations where required. As the first point of contact for IT issues, you will be responsible for logging, triaging, and resolving support requests, and escalating anything beyond first-line scope to the Service Desk Manager, Senior IT Engineers, or Business Systems team. Occasional travel to our other UK sites may be required, though this is not expected to be regular.

About Us

Sanderson Design Group plc is a luxury interior design house, home to six iconic brands with over 165 years of history: Sanderson, Morris & Co., Harlequin, Zoffany, Clarke & Clarke, and Scion. Our portfolio spans fabric, wallpaper, and paint, with manufacturing capabilities through Anstey and Standfast & Barracks. Our purpose is to ‘bring the beautiful into people’s homes and lives’ and we are the proud owner of one of Europe’s largest design archives, with over 75,000 historical documents and artworks. We also have a growing international licensing programme which supports our strategic global expansion.

Our Values & Behaviours

• Intrepid: Proactively seek solutions, make thoughtful decisions quickly and step forward with confidence.
• Imaginative: Be resourceful, be curious, share knowledge and work inclusively with others to drive creativity and innovation.
• Respectful: Positive communication and collaboration.

Responsibilities

• Act as the first point of contact for IT support requests in person, via telephone, email, and the Helpdesk ticketing system. Log all support requests accurately and promptly in the Helpdesk system, ensuring tickets are categorised, prioritised, and kept up to date.
• Provide on-site and remote support (phone, email, remote access tools) to users at Standfast & Barracks and other SDG sites where required.
• Maintain strict confidentiality when handling user data, system access, and sensitive business information.
• Escalate unresolved or complex issues to the Service Desk Manager, Senior IT Engineers, or Business Systems team in a timely manner, with clear notes of troubleshooting already carried out.
• Provide first-line troubleshooting and resolution for common IT issues, including:
  • Password resets and account lockouts
  • Printer, scanner, and peripheral issues
  • Basic desktop/laptop hardware faults
  • Standard software installation and configuration
  • Network connectivity issues (basic diagnosis, e.g., loose cables, Wi-Fi connectivity)
  • Email issues
  • Basic Windows and macOS troubleshooting
• Support operational technology used in production areas, including machinery PCs, escalating to specialists or suppliers where needed.
• Set up new starter equipment and assist with user onboarding/offboarding, including account, license, and MFA setup in Microsoft 365 and Entra ID.
• Maintain accurate IT asset records, including issuing, returning, and redeploying equipment.
• Create and maintain clear IT documentation, including knowledge base articles, user guides, and standard operating procedures, and keep records of fixes and configuration changes up to date.
• Maintain a professional, courteous, and helpful manner when dealing with all users.
• Adhere to IT security policies and promptly report suspected security incidents, including phishing.
• Travel to other UK SDG sites occasionally when required.