Technical Support Analyst

6 days ago

Farringdon, Greater London, United Kingdom Kurt Geiger Full time
Job Description

**Job Summary:**

We are seeking a highly skilled and experienced Technical Support Analyst to join our team at Kurt Geiger. The successful candidate will be responsible for providing expert technical support and service to our colleagues and teams across the organization.

Key Responsibilities:

  • Provide technical support and service to users, stores, and offices, including hardware, software, and network installation and configuration.
  • Monitor and respond to 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.
  • 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:

This is a hybrid working role, with opportunities to work from home, office, and potential travel involved. The successful candidate will have a strong technical background and excellent customer service skills.

Requirements:

  • 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 Skills:

  • 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.

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