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2nd Line IT Helpdesk Support Engineer, based Waltham Abbey (Hybrid role). Salary £28-32k p.a. + many benefits.An exciting time to join an award-winning business in a phase of growth, in an impactful team to provide advanced technical support and act as the escalation point for complex incidents and service requests across the organisation, as well as mentoring the 1st line team to improve overall service quality.– It’s a great time to embark on your IT career with Jollyes! The BenefitsAt Jollyes, we’re as passionate about our people as we are about our pets! We think our tail-wagging benefits package reflects our appreciation for all that our colleagues do and provides support where it’s needed most. • Competitive salary of £28-32k p.a. (depending on experience), • iTrent financial wellbeing package, powered by Stream, enabling access to earnings before pay day plus lots more discounts and savings benefits., • Retail Trust membership – counselling, wellbeing and financial support for the retail industry, • Colleague ‘Treats’– numerous discounts on up to 800 high street retailers and online service providers from groceries to holidays and cinema trips, • Colleague ‘We Care’ wellbeing & medical support services – online GP, mental health support, get fit programme and much more (including ‘Tooth Fairy’ dentist on demand)., • 30% off Jollyes branded products(and 20% off other brands in store for your pet’s needs!) with discounts for our groomers and pet clinics too., • Additional paid leave for your wedding, new pet coming home and your birthday off!, • Enhanced maternity / paternity leave The Role – 2nd Line IT Helpdesk Support Engineer This role sits within our IT team providing advanced technical support and act as the escalation point for complex incidents and service requests across the organisation. The role ensures the stability, reliability, and performance of core IT systems by diagnosing and resolving technical issues that go beyond 1st Line capabilities. This includes supporting critical business applications, maintaining system access and security, and delivering expert troubleshooting to minimise downtime for colleagues across all sites. A full job description is available on request, but to summarise your key responsibilities: • Deliver expert 2nd line technical support across Windows, Microsoft 365, Teams, networking, hardware, and business-critical applications., • Troubleshoot escalated issues, diagnose root causes, and drive long-term fixes while working closely with an MSP when required., • Manage incidents and service requests within SLA, providing clear updates and ensuring high-quality documentation., • Support and administer core systems including Active Directory, Microsoft 365, endpoint security, MDM, and device builds/deployments., • Maintain and support retail systems and specialised software used across the business., • Contribute to IT projects such as system rollouts, upgrades, hardware refreshes, and new store openings., • Improve IT processes, documentation, and knowledge base content, helping reduce ticket escalations. We’re looking for someone who has a customer-focused, proactive, and professional approach with excellent communication skills. You’ll also have accurate attention to detail and a commitment to delivering high-quality service. Collaborative team player with a desire to learn and grow technically and share our core values of being Wise, Focused, Genuine, Eager, Together To be successful in this role, you’ll need the following skills and experience:Essential • Solid experience in a 2nd Line / Desktop Support environment with competent troubleshooting ability., • Advanced knowledge of Windows 11, Microsoft 365, Exchange Online, Teams, and SharePoint., • Confident administering Active Directory and supporting complex hardware, software, and networking issues (TCP/IP, DNS, DHCP, Wi-Fi, VPN)., • Experience supporting retail or multi-site environments., • Exposure to MDM tools, CRM platforms (e.g., Zoho), and retail systems (Lightspeed, Adyen, Torex, Imagesound)., • Familiarity with Azure AD/cloud security, ITSM/ITIL processes, imaging and deployment tools, and Ubiquiti networking. Jollyes are an award-winning UK pet retailer with over 100 stores and over 50 years of pet expertise between our paws. Winners of the Retail Week award for ‘Best Retailer 2024’ (under £250m t/o), and listed in the Sunday Times ‘Best Places to Work’ you really can be sure you’re joining a great brand and employer, trusted by our customers and our colleagues. Accredited by 'Rest Less' as an age-inclusive employer we welcome applications of all ages (16+), and with our accreditation to the Pet Sustainability Coalition, we're friendly to pets people and the planet too! To Apply: If you’re looking for a career with a company who will truly value you and recognize your contribution with some fantastic rewards and benefits, where you can really make a difference, click to apply today! Respectfully no agencies please

Location: London, UK. On the road with our pups (in-person, mobile role). Apply: Say hello at , tell us who you are, share your LinkedIn, and let us know why you’d love to work with pups all day. No formal CV needed - we care more about heart, energy, and love for dogs. About Lola’s Pet Salon 🩷💚 Website / Instagram • We love dogs and dog people. But dogs more!, • We’re on a mission to build the world’s finest wellness service for dogs, bringing joy to pups, their humans, and groomers alike, • We are dog and customer-obsessed, and care deeply about the details. We pour our heart and energy into delivering a delightful, fabulous, and convenient experience for every dog and owner, • We do this by providing premium, one-on-one mobile dog grooming, right at our customers’ doorsteps, • We’re powered by operational excellence, rolling up in colourful, brand-new vans designed for the comfort of both pups and groomers, • We believe grooming is an art, and we want to offer every groomer an exciting, long-term career where they can do their best work, be themselves, and have fun, • We launched five months ago in North West London and currently operate three vans, with more on the way. Our ambitions are big: we want to reach every dog and dog owner in the UK, and beyond, • Pet services remain a fragmented, low-quality industry. Pups, their humans, and groomers deserve better, and we’re here to raise the bar, • We’re now looking for our first Operations Manager to join our mission and help us scale while keeping the Lola’s magic About the Role As Junior Operations Manager, you’ll have end-to-end ownership of Lola’s day-to-day operations while helping design the systems that allow us to scale while keeping our magic. This is a hands-on, sleeves-rolled-up role. You’ll design and execute playbooks, speak to customers, support groomers in the field, drive vans, and yes, occasionally jump into a bathtub with a dog if needed. Often, more than one of these at the same time. If you enjoy bringing order to joyful chaos, this role is for you. Day-to-Day Operations • Coordinate and optimise daily grooming appointments, routes, and van schedules, • Be the main point of contact for groomers in the field, resolving issues quickly and calmly, • Make real-time decisions to keep the day running smoothly when plans change, • Anticipate and prevent issues before they escalate (weather, traffic, dogs having a day) Customer Experience • Own booking-related customer communication end-to-end, • Handle reschedules, questions, complaints, and edge cases with warmth and clarity, • Represent Lola’s tone at all times: joyful, caring, and professional Groomer Experience • Support hiring, onboarding, and ramp-up of new groomers, • Help create a world-class groomer experience (training, schedules, tools, feedback loops), • Be a cultural carrier of Lola’s standards, values, and ways of working Fleet, Suppliers & Readiness • Support ordering, onboarding, and operational setup of new vans, • Coordinate suppliers (equipment, products, maintenance), • Ensure vans are stocked, clean, compliant, and always client-ready Processes, Playbooks & Tools • Design, document, and continuously improve operational processes, • Build simple, practical playbooks for groomers, vans, and customer flows, • Identify bottlenecks and propose smarter ways of working Expansion & Growth • Support geographic expansion by analysing new neighbourhoods and routes, • Assess demand, pricing, competition, and operational feasibility in new areas, • Support the operational rollout of new vans in existing and new markets Quality, Safety & Learning • Help maintain consistently high grooming and customer experience standards, • Support handling of incidents or complaints with care, speed, and professionalism, • Capture learnings and feed them back into playbooks, training, and processes Insights & Feedback Loops • Track and learn from core operational metrics (utilisation, cancellations, repeat bookings), • Gather feedback from groomers and customers to continuously improve operations About You • You love dogs, and dog people, • You want to build something beautiful, operationally excellent, and genuinely loved, • You have a founder mindset: you enjoy building from scratch and taking real ownership, • You’re high-slope, fast-learning, and naturally accountable — you don’t wait to be told what to do, • You thrive in early-stage environments where things aren’t fully defined yet, and no task is beneath you, • You stay calm under pressure and enjoy solving real-world problems as they arise, • You’re comfortable operating in chaos — and take pride in turning messy reality into simple, scalable systems, • You’re deeply obsessed with quality and customer experience, and you never lower the bar, • You have a sharp eye for detail and care about doing things properly, even when no one is watching Requirements • 2–3 years of relevant experience in an operational, customer-facing role, ideally within a startup or fast-moving environment (e.g. operations, hospitality, logistics, service business), • Demonstrated ability to manage operational complexity (scheduling, coordination, fast-moving environments), • Strong written and verbal communication skills, especially with customers, • Solid problem-solving and analytical skills applied to real-world situations, • Comfortable juggling multiple priorities and making decisions in real time, • Patient, calm, and effective when working with people under pressure, • Full UK driving licence (non-negotiable), • Based in London and happy to work in-person / on the ground Nice to Have (but not required) • Experience working with scheduling, booking, or CRM tools, • Exposure to fleet-based, mobile, or multi-location operations, • Bonus points if you’re AI-native and enjoy building lightweight tools or automations What We Offer • A chance to be the first full-time hire of a fast-growing company and grow alongside it, working directly with the founder, • Meaningful ownership and the freedom to build: your work will shape how Lola’s operates for years to come, • Being part of a company built on love for animals, customer obsession, and operational excellence, • Competitive compensation, aligned with responsibility and impact, • Working with dogs every day We optimise for energy, attitude, and judgment over perfect credentials. If you think you belong at Lola’s and are curious and excited about the role, we’d love to hear from you.

We are looking for Dog Groomers to join the team, someone who can be the warm, welcoming face of the business and treat our customers and their dogs with the care and attention they deserve. We offer premium products, bespoke grooming, and exceptional service, and are now looking for Dog Groomers to