Level II Support Engineer

Michael Kors; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Join a dynamic and innovative team at a global luxury retail brand as a 1st/2nd line support professional. This exciting role offers the chance to work in a fast-paced environment, providing technical support to both corporate and retail clients. You'll be instrumental in resolving issues, enhancing service quality, and contributing to a global transformation program. With a focus on continual improvement and collaboration, you will thrive in a culture that values attention to detail and high standards. If you are self-motivated, adaptable, and eager to grow your career using the latest technologies, this opportunity is for you.

Qualifications

• Experience in 1st/2nd line support, strong communication, and problem-solving skills.
• Familiarity with industry-standard helpdesk software and Microsoft products.

Responsibilities

• Provide Level 2 support to internal clients, solving software and hardware issues.
• Deliver exceptional support to executives and maintain technical documentation.

Skills

Interpersonal Skills

Problem Solving

Communication Skills

Pressure Handling

Tools

Microsoft Windows

Active Directory

Microsoft Office 365

Service Now

Ivanti

Trend Micro/Apex One

Mobile Device Management

Job description

We have an exciting opportunity for an

Department overview:

European IT Infrastructure

Who You Are:

You are an experienced 1st/2nd line support professional who thrives in a rapidly changing environment. You are positive, reliable, self-motivated, and a team player. You have strong communication skills and can document clearly. You want to continue to grow your career using the latest technologies, working at a world-class, Global Luxury Retail Brand. You should be flexible and demonstrate good problem ownership; attention to detail is critical and you should always complete your work to the highest standards.

What You’ll Do:

Reporting to the Senior Manager Servicedesk EMEA, you will provide technical Level 2 support to Michael Kors internal clients (corporate and retail) with the objective of solving software and hardware issues matching defined Service Levels (SLAs).

1. Deliver 2nd line Support to the London, Madrid & Paris Corporate Offices
2. Deliver exceptional priority support to all Executives in the London office
3. Escalate issues to 3rd line as required
4. Update all activities in the Support Desk ticketing system (Service Now)
5. Deliver support resolutions within agreed SLA’s
6. Co-ordinate on-site break-fix activities with all external suppliers
7. Dealing with the new hire process
8. Maintaining and updating technical documentation regularly
9. Support corporate related projects including upgrades and replacements of hardware
10. Drive continual service improvement through analysis of support ticket data
11. Report on trends and performance against KPIs
12. Contribute towards a global transformation program

You’ll Need to Have:

• Great interpersonal skills
• Microsoft Windows knowledge
• Active Directory
• Microsoft Office 365
• Industry standard helpdesk software (Service Now preferable)
• The ability to work under pressure and to deadlines
• Understanding the importance of business processes and compliance

We’d Love to See:

• Windows 10/Windows 11
• Office 365
• Ivanti
• Trend Micro/Apex One or similar
• Mobile Device management technologies (Airwatch etc)
• Previous Retail or Fashion industry experience
• Online tools knowledge such as Adobe, Smartsheet, Microsoft Office Tools
• Familiarity with Agile and Waterfall project management methodologies

Seniority level: Entry level

Employment type: Full-time

Job function: Information Technology

Industries: Retail Apparel and Fashion