The purpose is to provide business continuity by performing timely on-site resolutions to a wide range of hardware and desktop issues that cannot always be effected remotely. Specifically, to the Jellycat Warehouse.
You'll be;
- Providing IT support across desktop environments, warehouse systems, business applications and mobile computing, minimising disruption to business operations.
- Driving the creation, continual improvement and governance of knowledge sharing between the business and the Service Desk.
- Delivering timely on-site support, maintaining high standards of customer service and identifying and addressing training needs where required.
- Monitoring the IT Service Management (ITSM) toolset and respond to escalations from the Service Desk, including task allocation and clear communication of urgency and impact.
- Working closely with on-site users to diagnose and resolve break/fix issues, ensuring rapid resolution or appropriate escalation.
- Identifing incident trends, investigate root causes and develop effective solutions, leveraging internal expertise and engaging third-party support or consultants where necessary.
- Performing daily operational and mandatory checks, including reviewing supplier reports, backup routines and key system performance metrics.
- Carrying out hardware and software imaging, configuration, deployment, migration, maintenance and ongoing support.
- Providing guidance and mentoring to junior team members, supporting their technical development, knowledge sharing and confidence in delivering IT support.
You'll have;
- Experience in Tier 1 IT support within a retail or e-commerce environment (desirable), supported by relevant certifications where possible.
- Experience supporting business systems such as SAP Business One or Microsoft Dynamics 365 (desirable).
- Strong communication skills, with the ability to engage effectively with colleagues at all levels.
- Understanding ITIL principles; ITIL v4 Foundation certification is advantageous.
- Proven experience supporting remote workers while maintaining high levels of engagement and productivity.
- Strong knowledge of Microsoft Windows 11 and Microsoft Office applications; familiarity with macOS is advantageous.
- Experience administering MDM solutions such as Microsoft Intune, JAMF, or NinjaOne.
- Familiarity with remote support tools and methods.
- Ability to research technical issues using internal and public resources and implement effective solutions.
- Experience supporting a wide range of devices, including mobiles, desktops, tablets, EPOS systems, printers, and scanners.
- Basic understanding of infrastructure / networking concepts.
- Ability to work independently and collaboratively as part of the team to resolve issues and deliver projects.
- Ownership and accountability for assigned tasks, including those forming part of wider project lifecycles.
- Contributing positively to a collaborative team culture, with a willingness to share ideas, take on varied responsibilities and support wider team objectives.
- Demonstrating strong problem-solving skills, with the ability to make timely decisions within remitting and escalating where appropriate.
- Taking a proactive approach to personal development, including self-learning and identifying formal training opportunities.
- Supporting and driving change, applying appropriate levels of governance while working at a pace suited to a fast-moving business.
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