Job Role: 1st Line Engineer
Reporting to: Senior IT Manager
Location: Head Office, White City Place, West London
Contract type: Full Time, 37.5 hours per week
About Us:
ME+EM is one of the UK’s fastest-growing luxury fashion brands. As a direct-to- consumer business we operate in a truly omnichannel way, with an extremely successful online store, monthly mailings and stores in London, Edinburgh and concessions in Harrods and Selfridges. Our exciting growth continues in spring 2024 with the opening of our first US stores.
At ME+EM we are an entrepreneurial, creative, and passionate group of people. We work hard, are enthusiastic to learn and are not afraid to take risks. Everyone contributes to our success at all levels, and that precisely what makes being a member of the team so rewarding.
Our office and stores are always busy and fast paced, but we work just as hard to make sure it’s fun, with social activities and biannual parties. We pride ourselves on being approachable, supportive, and welcoming and ensure that everyone’s hard work is rewarded. It takes all these things to build a strong, successful business and our door is always open to new talent ready to contribute to our growth and evolution.
About the Role:
This role is crucial for providing frontline support to ensure the smooth operation of IT systems and user satisfaction within ME+EM.
Responsibilities:
- Provide first-line technical support to internal and external users via phone, email, or in person. Triaging calls and ensuring response times fall within the agreed support SLAs.
- Troubleshoot hardware, software, and network issues and provide timely resolution or escalation when necessary.
- Ensuring the customer is informed along the way, and has frequent updates as to the progress towards a resolution.
- Assist with the basic setup and configuration of desktops, laptops, printers, and other IT equipment, in line with company standards, and ensuring all new equipment is in line with the company security standards.
- Monitor IT systems and escalate any issues to the appropriate teams for resolution.
- This include daily checks of all critical logs and interfaces to ensure all systems are operational.
- Document and maintain records of support requests, resolutions, and troubleshooting steps. This will help provide a knowledge base for the team and allow for insights into support trends that require further investigation.
- Educate new users on basic IT procedures and best practices to prevent recurring issues, and provide an introduction to the security standards in place.
- Collaborate with other IT teams to identify and implement IT process improvements.
- Provide excellent customer service to all stakeholders, based on communication and balancing the needs of the business with user requests.
- Maintain an accurate register of all IT equipment purchased and who in the organisation is responsible for it. Keep the register up to date for all changes and all starters and leavers.
- Provide detailed purchase requisition information for purchasing IT equipment.
Skills:
- Experience in a similar role, providing the best support to internal customers.
- Experience with resolving complex technical issues, and the ability to identify the cause of the problem and develop solutions.
- Able to make informed decisions on the resolution of technical queries by analysing the information provided by internal customers.
- Ability to multitask, handling multiple issues simultaneously.
- Experience with escalating tickets to 2nd line support where appropriate whilst keeping the internal customer well informed on progress.
- Organised and able to keep accurate records using the internal ITSM tool.
- Keeping track of the types of problems, incidents and requests incoming from internal customers and ability to keep track of escalated tickets and follow up on their progress
Employee Benefits:
- 33 days annual leave for full time employees (25 days holiday + 8 bank holidays)
- A day off to celebrate your birthday.
- Employee Assistance Programme (EAP)
- Staff uniform for retail employees
- Generous Staff and Friends and Family Discount
- Real Living Wage Employer
- Social events and biannual parties
- Enhanced maternity and paternity package after 2 years of service.
ME+EM is an equal opportunities employer committed to fostering and preserving a culture of diversity, equality, and inclusion in our workforce. As an equal opportunities’ employer, we do not discriminate against applicants based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that diversity enriches our workforce and strengthens our organisation. Therefore, we encourage minorities, LGBTQ+ candidates, and individuals with disabilities to apply for opportunities within our company.
Please email [email protected] should you require any adjustments needed to take part in this recruitment process.
Please note, due to the large number of applications we receive, we can only reply to those that are successful to the next stage.