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Senior IT Support

2 months ago

Farringdon, United Kingdom Kurt Geiger Full time

Support Analyst


Read all the information about this opportunity carefully, then use the application button below to send your CV and application.

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

About the role: Hybrid working (Working from home, office and potential travel involved)

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 great but not essential.
  • A driving License is advantageous but not essential.
  • Understanding of Windows servers and AWS
  • Great customer service to support the business.

Technical

  • Build, configure and install hardware, software and networks for users, stores, and offices.
  • Monitor, respond to, and escalate business-affecting system events such as disk usage, network outages, server downtime, and security breaches.
  • Use current security software and systems to ensure a safe technical environment for KG systems and their users.

Compliance

  • Create documentation for new processes/procedures and systems as appropriate.
  • Ensure all equipment is audited and asset tracked.
  • Maintain knowledge base support documents to assist with continued support and training.
  • Work with the SDMs to continuously improve the systems, processes and running of the Support Desk.
  • Comply with and advise on Kurt Geiger Technology standards.
  • Comply with and advise on security procedures and processes as published by the Information Security Manager