Job Role: 2nd 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 plays a critical part in resolving complex IT issues and maintaining the stability and performance of IT systems within ME+EM.
Responsibilities:
- Provide second-line technical support to resolve complex IT issues escalated from the 1st line engineers, ensuring resolution times fall within agreed SLAs.
- Investigate and diagnose software, hardware, and network problems, and implement solutions to ensure timely resolution.
- Review support trends and common issues, performing advanced troubleshooting and root cause analysis to identify underlying issues and resolving underlying issues to minimise recurrence.
- Escalate unresolved issues to 3 rd line support team or vendor support as necessary.
- Ensuring proper documentation and communication, and issues are resolved within agreed service level agreements.
- Assist with the installation, configuration, and maintenance of servers, networking equipment, and other IT infrastructure components. Ensuring all
- IT equipment has the latest patches applied, and adheres to company security standards.
- Collaborate with other IT teams and vendors to implement application software upgrades, patches, and enhancements.
- Actively participate in IT projects, including planning, implementation, and
- documenting post-implementation support procedures.
- Provide guidance and mentorship to 1st line support engineers to enhance their technical skills and knowledge, identifying training opportunities and ensuring all new support requirements are understood and documented.
- Ensure all purchasing is cost effective and meets company needs.
- Ensure all daily backups have been successfully executed and perform immediate remedial action where a backup has failed.
- Develop and maintain standardised procedures and documentation for new infrastructure such as new store setups, including network configurations,
- POS systems, and back-office IT infrastructure.
- Conduct post-implementation reviews to evaluate the effectiveness of new store setups and identify areas for improvement.
Skills:
- Strong stakeholder management experience with excellent relationship building skills.
- Experience in project management and/or delivering tasks on-time according to strict deadline.
- The ability to investigate and troubleshoot underlying issues
- Experience of writing procedural and/or support documentation
- Excellent organisational skills with the ability to multi-task
- Ability to manage own time effectively and to be prompt and punctual
- Drive, self-motivation and ability to work under own initiative
- Knowledge and understanding of best practice framework (such as ITIL, ISO20k) for the delivery of IT services
- Sound knowledge and experience of supporting range of IT applications, platforms and technologies
- Ability to clearly and accurately communicate processes and procedures verbally and in writing
- Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources
- Experience of delivering a high level of customer service
- Experience of working with SD-WAN networking and Cisco Meraki equipment preferred but not essential
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.