Technical Support Analyst

6 days ago

Farringdon, United Kingdom Kurt Geiger Full time
About the Role

We are seeking a highly skilled and experienced Technical Support Analyst to join our team at Kurt Geiger. As a key member of our IT department, you will play a critical role in providing expert technical support and service to our colleagues and teams across the organization.

Key Responsibilities
  • Hardware Support: Provide expert hardware support and service to KG colleagues and teams, including installation, configuration, and troubleshooting of hardware devices.
  • Ticket Management: Monitor, triage, and manage assigned and unassigned tickets, ensuring timely updates and resolution within the agreed SLA where defined.
  • Technical Assistance: Provide technical assistance and support to colleagues and teams, including troubleshooting and resolving technical issues.
  • Collaboration: Work closely with third-party suppliers and service providers to promptly resolve incidents and requests.
  • Incident Management: Act as a first escalation point for incidents and issues, ensuring appropriate steps are followed for security incidents or serious outages.
  • Process Improvement: Identify opportunities and assist in the implementation of recommendations to reduce or remove common support issues through training, technology, or improved processes.
  • Project Support: Contribute to the delivery of IT projects where assigned, ensuring deadlines and milestones are met.
Requirements
  • Technical Skills: Exposure in the IT industry within a similar role, with sufficient technical skills in Windows 10, Apple OS, Azure AD, AD, Group Policies, Microsoft/ Office 365, Azure Virtual Desktop, Windows imaging and deployment, and basic understanding of Cisco Meraki MDM platform and SDWAN.
  • Networking: Understanding of basic Networking TCP IP/ UDP, DNS, VPNs, VLANs.
  • Mobile Devices: Android and Apple mobile devices deployment.
  • EPOS Technology: Understanding of EPOS technology/ PEDs/PDQs/Tills - advantageous if experienced with SaaS POS solutions.
  • Security: PCI / P2PE - advantageous but not essential.
  • Customer Service: Great customer service to support the business.
Technical Requirements
  • Build and Configure: Build, configure and install hardware, software and networks for users, stores, and offices.
  • System Monitoring: Monitor, respond to, and escalate business-affecting system events such as disk usage, network outages, server downtime, and security breaches.
  • Security Software: Use current security software and systems to ensure a safe technical environment for KG systems and their users.
Compliance
  • Documentation: Create documentation for new processes/procedures and systems as appropriate.
  • Asset Tracking: Ensure all equipment is audited and asset tracked.
  • Knowledge Base: Maintain knowledge base support documents to assist with continued support and training.
  • Process Improvement: Work with the SDMs to continuously improve the systems, processes and running of the Support Desk.
  • Compliance: Comply with and advise on Kurt Geiger Technology standards.
  • Security Procedures: Comply with and advise on security procedures and processes as published by the Information Security Manager.

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