THE GIG

Is providing great customer support your thing? Do you have a head for problem solving and an eye for detail? If so, our IT Technical Engineer role could be for you.
We are looking for a forward thinking, dynamic, hardworking individual to join our Technical Services team.
You will be responsible for providing a professional, high-quality service whilst supporting 2nd Line queries via the Tech Bar. As you will be our 2nd Line support, you will need to have excellent customer service skills as you will be the face of IT and for some users, the first time they would have spoken to IT at Dr. Martens.
The role involves answering, logging, triaging and effectively resolving tickets where possible or escalating to the relevant team where necessary. Whilst also supporting the business with more technical issues, you may also be involved in some exciting projects. So good organisational skills and attention to detail is a must.
You’ll be confident thinking on your feet, showing initiative and independence.

THE STUFF THAT SETS YOU APART

Put simply, for this role the key things we’re looking for are:

• Provide all levels of technical support to Group Offices and Factories, always ensuring a high standard of customer service.
• Diagnose, research, and identify solutions to resolve complex technical issues promptly.
• Proactively monitor servers, networks, and infrastructure, ensuring incidents are addressed before escalating into major problems.
• Deliver reactive and proactive fault location and resolution across IT systems and services.
• Providing support for Town Halls & Events
• Work closely with third-party suppliers to maintain high service levels and ensure swift issue resolution.
• Assist in planning, building, and implementing hardware and software for existing and new office locations.
• Create and maintain training materials to support the Global IT team.
• Contribute to various IT projects and initiatives to support business growth and technological advancements.

• Provide all levels of technical support to Group Offices and Factories, always ensuring a high standard of customer service.
• Diagnose, research, and identify solutions to resolve complex technical issues promptly.
• Proactively monitor servers, networks, and infrastructure, ensuring incidents are addressed before escalating into major problems.
• Deliver reactive and proactive fault location and resolution across IT systems and services.
• Providing support for Town Halls & Events
• Work closely with third-party suppliers to maintain high service levels and ensure swift issue resolution.
• Assist in planning, building, and implementing hardware and software for existing and new office locations.
• Create and maintain training materials to support the Global IT team.
• Contribute to various IT projects and initiatives to support business growth and technological advancements