SO, WHAT'S THE STORY?
We are on an exciting journey to drive impactful change within our Enterprise Technology team. As part of a global fashion retailer, quality is of paramount importance. This is your opportunity to join a dynamic team, collaborating to lead a team to work in our End User Services team to provide exceptional support to our back office & retail colleagues in multiple locations
We operate a remote first support model, and as such you will be working with colleagues from all parts of the company.
THE GIG
As an End User Services Support Engineer in our Enterprise Technology team, you will:
- Provide first & second line support for all IT related issues, including hardware, software, retail systems, data services etc
- Respond to and resolve support tickets in line with our agreed SLAs, ensuring resolution is recorded
- Provide feedback to colleagues on repeat issues, so that services can be refined to eliminate problems
- Troubleshoot and resolve issues relating to both Windows & MacOS operating systems
- Troubleshoot and resolve application issues
- Maintain up to date documentation and support materials
- Provide high quality customer service to our colleagues
- Participate in IT projects as required
THE STUFF THAT SETS YOU APART
Must-Have Experience:
- Proven skills in a 1st & 2nd line IT support role
- Strong knowledge of Windows 10/11 & MacOS operating systems
- Experience of troubleshooting hardware & software issues
- Excellent problem solving and analytical skills
- Customer focussed with a focus on providing high-quality first-time fix solutions
- Familiarity with ITIL principles is desirable
- Experience of supporting colleagues in a retail organisation
Technical Skills:
- Proficient with IT management systems such as ServiceNow, JIRA etc
- Experience of remote support tools
- Knowledge of Azure Entra/AD and user account management principles
- Familiarity with basic network concepts, TCP/IP, DNS, DHCP etc to assist with troubleshooting
- Familiarity with Office 365 systems and administration
Soft Skills:
- Excellent communication and stakeholder management.
- Strong analytical mindset with problem-solving capabilities.
- Ability to thrive in a fast-paced environment with multiple priorities.
Education:
- Bachelor’s degree in a relevant field or equivalent experience.
- ITIL qualification is desirable
We live and breathe Rebellious Self Expression at Dr. Martens, and there are 3 core values at the heart of it. They never stand alone, but work together as a balancing act of rights and responsibilities to support how we work together at DMs. BE YOURSELF. ACT COURAGEOUSLY. SHOW YOU CARE.
At DM your technical capability will go hand in hand with the below:
- Great relationship management that delivers results through effective teamwork
- You’ll be a proud custodian to our DM’s culture, embodying what we stand for and encouraging others to do the same
- You’ll help build a highly engaged team – ensuring a collaborative culture and providing guidance & support to other team members
- You will take ownership for your own development, proactively seeking out feedback to build self-awareness
- You will bring the outside-in; you’ll share best practice across the team/business and encourage ideas sharing as well as collaborative problem solving
- You’ll lead the way and role model on all things DE&I & wellbeing