Store Technology Engineer
The Store Technology Engineer is a hands-on technical role responsible for supporting the effective, secure, and reliable operation of store technology across the Mountain Warehouse retail estate. The role ensures that technology enables stores to trade efficiently, colleagues can perform their roles effectively, and customer experience is protected during trading hours.
Working closely with the Store Technology Team Lead and Store Technology Manager, the Store Technology Engineer provides technical support and delivery across store technology services in a fast-paced retail environment.
Working closely with the Store Technology Team Lead and Store Technology Manager, the Store Technology Engineer provides technical support and delivery across store technology services in a fast-paced retail environment.
Store Technology Operations
- Provide technical support for store technology projects, service requests, and BAU tasks, taking ownership of assigned project activities and supporting delivery through to implementation and completion
- Support the availability and performance of store systems, devices, and infrastructure
- Assist with incidents impacting sales, stock management, or customer experience, ensuring these are progressed and resolved efficiently
- Support new store openings, refits, closures, and major change activity from a technology perspective, including planning, coordination, and delivery of project tasks to agreed timelines
- Collaborate with Service Desk, Delivery, and Core Operations teams to ensure effective store support
- Ability to travel for store openings when required.
Hardware & Software Support
- Undertake BAU hardware replacements and upgrades
- Build, configure, test, and deploy store technology equipment in line with standards for both BAU and project delivery activity, ensuring readiness for rollout and implementation
- Support handheld device and endpoint setup
- Assist with maintaining store technology standards across the estate (EPOS devices, peripherals, printers, scanners, etc.)
- Support software installation, configuration, and troubleshooting where required
Asset, Inventory & Records
- Maintain accurate records of hardware assets, locations, and lifecycle status
- Assist with tracking and reconciling handheld devices and endpoint status across the store estate
- Support stock control for store technology equipment and spares
- Raise and progress procurement requests in line with process (where applicable)
Process, Documentation & Compliance
- Follow agreed store technology procedures, processes, and standards
- Contribute to documentation updates by highlighting gaps, inaccuracies, or improvements, particularly where these support project delivery, implementation readiness, and smoother rollout activity
- Support audits, reviews, and governance activity related to store technology operations
- Ensure work is completed in line with security, compliance, and operational requirements
Stakeholder Support & Communication
- Provide clear and timely updates to stakeholders (store teams, technology colleagues, suppliers) on support activity, project progress, key milestones, and implementation status
- Communicate in a customer-focused way with store colleagues, keeping impact on trading in mind
- Work with third-party suppliers to support store technology issue resolution when required
Essential
- Proven experience in an IT support or store technology role within a retail or multi-site environment
- Knowledge of simple networking configuration and installation
- Hands-on experience supporting store systems such as EPOS, handheld devices, and peripherals
- Experience working with endpoint management, asset tracking, and ticketing systems
- Understanding of IT support/service delivery in trading-critical environments
- Strong communication skills, with the ability to support non-technical stakeholders
- Ability to prioritise effectively under pressure
- Full UK driving licence and willingness to travel regularly between stores, office locations, and other sites as required
Desirable
- Experience supporting large or complex retail estates
- Knowledge of ITIL or service management frameworks
- Experience working closely with Service Desk or field-based support teams
- Relevant technical certifications (e.g. Microsoft, CompTIA, ITIL)
Personal Attributes
- Strong customer and store-focused mindset
- Calm, resilient, and solutions-oriented under pressure
- Well organised with strong attention to detail
- Collaborative team player
- Proactive and willing to learn and improve
What Success Looks Like
- Store technology issues are resolved efficiently with minimal disruption to trading
- Reliable availability of store technology across the estate
- Accurate asset tracking and device records
- Positive feedback from store teams and technology colleagues
- Consistent adherence to store technology processes and standards
- Competitive salary and benefits package
- Hybrid working, 3 days in London based office & 2 working from home
- Holiday allowance
- 50% staff discount & 25% for family and friends
- Pension scheme