IT Support Engineer

1 month ago

Farringdon Devon, United Kingdom Kurt Geiger Full time
Job Title: Technical Support Specialist

About Kurt Geiger

Kurt Geiger is an inclusive, creative footwear and accessories brand powered by kindness. We strive to empower our talent to be confident and true to themselves, the London way. Our brand is known for its authentic, distinctive designs from our London headquarters. The rainbow is our signature, representing the good energy and love we have for our community and the many ways we collectively express our individual style.



Job Description

As a Technical Support Specialist, you will be responsible for providing expert hardware support and service to KG colleagues and teams across the Retail estate, Head Office, and Warehouse. This role will have a primary focus on the following:



  • Providing technical support to resolve hardware issues and ensure timely updates and resolution within the agreed SLA where defined.
  • Monitoring, triaging, and managing assigned and unassigned tickets, ensuring timely updates and resolution within the agreed SLA where defined.
  • Supporting queries and issues that arrive via email, phone, and walk-ins, and ensuring a ticket log is recorded.
  • Working closely with third-party suppliers and service providers to promptly resolve incidents and requests.
  • Acting as a first escalation point for incidents and issues, ensuring appropriate steps are followed for security incidents or serious outages.
  • Processing starters, leavers, and amendments promptly and within SLA where defined.
  • Identifying opportunities and assisting in the implementation of recommendations to reduce or remove common support issues through training, technology, or improved processes.
  • Contributing to the delivery of IT projects where assigned, ensuring deadlines and milestones are met.
  • Managing SaaS and PaaS applications.
  • First-line support troubleshooting POS queries.


Requirements

To be successful in this role, you will need:



  • 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.
  • A basic understanding of Cisco Meraki MDM platform and SDWAN.
  • An understanding of basic Networking TCP/IP/UDP, DNS, VPNs, VLANs.
  • Android and Apple mobile devices deployment.
  • An 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.
  • An understanding of Windows servers and AWS.
  • Great customer service to support the business.

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