IT Technology Support Engineer

at  Kurt Geiger

KURT GEIGER | ABOUT US

We are an inclusive, creative footwear and accessories brand powered by kindness. We want to empower our talent to be confident and true to themselves, the London way. London is our home, our heartbeat, and we draw inspiration from the energy and spirit of the city; its diversity and creativity. For over fifty years our team of in-house shoe and accessory designers have been creating authentic, distinctive designs from our London headquarters. The rainbow is our signature. It represents the good energy and love we have for our community and the many ways we collectively express our individual style.
We Are One:For Love | For Diversity | For Change | For Equality | For Kindness For Freedom | For Unity Against Racism

REQUIREMENTS

We’re looking for a Support Analyst to join the team. The role will have a primary focus on the following:

• Provide expert hardware support and service to KG colleagues and Teams across the Retail estate, Head Office, and Warehouse.
• Monitor, triage and manage assigned and unassigned tickets, ensuring timely updates and resolution within the agreed SLA where defined.
• Support queries and issues that arrive via email, phone and walk-ins and ensure a ticket log is recorded.
• Work closely with third-party suppliers and service providers to promptly resolve incidents and requests.
• Act as a first escalation point for incidents and issues, ensuring appropriate steps are followed for security incidents or serious outages.
• Process starters, leavers, and amendments promptly and within SLA where defined
• Identify opportunities and assist in the implementation of recommendations to reduce or remove common support issues through training, technology, or improved processes.
• Contribute to the delivery of IT projects where assigned, ensuring deadlines and milestones are met.
• Field support stores and workspaces in the UK and abroad.
• Management of SaaS and PaaS applications
• First-line support troubleshooting POS queries

THE SKILLS:

• Exposure in the IT industry within a similar role
• Sufficient technical skills in Windows 10, Apple OS, Azure AD, AD, Group Policies, Microsoft/ Office 365, Azure Virtual Desktop
• Windows imaging and deployment
• Basic understanding of Cisco Meraki MDM platform and SDWAN
• Understanding basic Networking TCP IP/ UDP, DNS, VPNs, VLANs
• Android and Apple mobile devices deployment
• Understanding of EPOS technology/ PEDs/PDQs/Tills - advantageous if experienced with SaaS POS solutions.
• PCI / P2PE - advantageous but not essential
• Jamf Experience is essential.
• A driving License is advantageous but not essential.
• Understanding of Windows servers and AWS
• Great customer service to support the business.

• Provide expert hardware support and service to KG colleagues and Teams across the Retail estate, Head Office, and Warehouse.
• Monitor, triage and manage assigned and unassigned tickets, ensuring timely updates and resolution within the agreed SLA where defined.
• Support queries and issues that arrive via email, phone and walk-ins and ensure a ticket log is recorded.
• Work closely with third-party suppliers and service providers to promptly resolve incidents and requests.
• Act as a first escalation point for incidents and issues, ensuring appropriate steps are followed for security incidents or serious outages.
• Process starters, leavers, and amendments promptly and within SLA where defined
• Identify opportunities and assist in the implementation of recommendations to reduce or remove common support issues through training, technology, or improved processes.
• Contribute to the delivery of IT projects where assigned, ensuring deadlines and milestones are met.
• Field support stores and workspaces in the UK and abroad.
• Management of SaaS and PaaS applications
• First-line support troubleshooting POS queries