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Junior IT Support
3 months ago
The role will have a primary focus on the following:
nProvide expert hardware support and service to KG colleagues and Teams across the Retail estate, Head Office, and Warehouse.nMonitor, triage and manage assigned and unassigned tickets, ensuring timely updates and resolution within the agreed SLA where defined.nSupport queries and issues that arrive via email, phone and walk-ins and ensure a ticket log is recorded.nWork closely with third-party suppliers and service providers to promptly resolve incidents and requests.nAct as a first escalation point for incidents and issues, ensuring appropriate steps are followed for security incidents or serious outages.nProcess starters, leavers, and amendments promptly and within SLA where definednIdentify opportunities and assist in the implementation of recommendations to reduce or remove common support issues through training, technology, or improved processes.nContribute to the delivery of IT projects where assigned, ensuring deadlines and milestones are met.nField support stores and workspaces in the UK and abroad.
nManagement of SaaS and PaaS applicationsnFirst-line support troubleshooting POS queriesAbout the role:
Hybrid working (Working from home, office and potential travel involved)
The Skills:
nExposure in the IT industry within a similar rolenSufficient technical skills in Windows 10, Apple OS, Azure AD, AD, Group Policies, Microsoft/ Office 365, Azure Virtual DesktopnWindows imaging and deploymentnBasic understanding of Cisco Meraki MDM platform and SDWANnUnderstanding basic Networking TCP IP/ UDP, DNS, VPNs, VLANsnAndroid and Apple mobile devices deploymentnUnderstanding of EPOS technology/ PEDs/PDQs/Tills - advantageous if experienced with SaaS POS solutions.nPCI / P2PE - advantageous but not essentialnJamf Experience is great but not essential.nA driving License is advantageous but not essential.nUnderstanding of Windows servers and AWSnGreat customer service to support the business.
TechnicalnBuild, configure and install hardware, software and networks for users, stores, and offices.nMonitor, respond to, and escalate business-affecting system events such as disk usage, network outages, server downtime, and security breaches.nUse current security software and systems to ensure a safe technical environment for KG systems and their users.
CompliancenCreate documentation for new processes/procedures and systems as appropriate.nEnsure all equipment is audited and asset tracked.nMaintain knowledge base support documents to assist with continued support and training.nWork with the SDMs to continuously improve the systems, processes and running of the Support Desk.nComply with and advise on Kurt Geiger Technology standards.
