Technical Services Engineer

Dr. Martens; Wollaston; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Docs discount

Share scheme

Docs 65% off

Accessories 50% off

Pension scheme

Life assurance

Annual leave 25 days + BH

Private healthcare

Volunteer days

Job summary

Dr. Martens is seeking a Technical Services Engineer to join the IT team. You will be the face of IT for 2nd line support, handling tickets, triaging issues and escalating where needed. You’ll support desktops, apps, and devices across offices, factories, and stores, with occasional travel to other UK locations.

You’ll bring strong customer service, problem‑solving skills and a proactive mindset, plus hands‑on experience with modern IT management tools and security practices.

Qualifications

• Strong technical support experience in a corporate IT environment.
• Solid knowledge of Windows/macOS, Office 365 and directory services.
• Familiarity with ITIL processes and service management best practices.

Responsibilities

• Provide 2nd line IT support via the IT Service Desk (Tech Bar).
• Log, triage and resolve or escalate incidents promptly.
• Assist with hardware/software deployments across sites and events.
• Contribute to IT projects and create training materials for the global team.
• Travel to other UK locations when required.

Skills

Windows 11

macOS

Microsoft 365

Active Directory

Microsoft Exchange

Dynamics 365

Intune

Jamf

Meraki networking

ITIL

Customer service

Problem solving

Tools

ServiceNow

Jira

Confluence

Job description

Dr. Martens is more than a brand - it’s a global icon with over 60 years of attitude, heritage, and cultural impact. We’re a thriving, values‑driven business powered by diverse thinkers, bold doers, and people who bring their whole selves to work. If you’re ready to make your mark, you’re in the right place.

At DM, our values guide everything we do: Be Yourself, Act Courageously, Show You Care. They’re not just words - they’re how we turn passion into progress.

WHERE YOU SIT

As our Technical Services Engineer, you’ll be part of the IT team working closely with brilliant people across the business and reporting into Head of Tech Operations. You’ll be right at the heart of fast‑moving projects that shape how we show up for our consumers - today and tomorrow.

WHERE YOU CONTRIBUTE

You will be responsible for providing a professional, high-quality service whilst supporting 2nd Line queries via the Tech Bar. As you will be our 2nd Line support, you will need to have excellent customer service skills as you will be the face of IT and for some users, the first time they would have spoken to IT at Dr. Martens.

The role involves answering, logging, triaging and effectively resolving tickets where possible or escalating to the relevant team where necessary. Whilst also supporting the business with more technical issues, you may also be involved in some exciting projects. So good organisational skills and attention to detail is a must. Travelling to other UK locations will also be required at times. You’ll be confident thinking on your feet, showing initiative and independence.

CORE ACCOUNTABILITIES

As our Technical Services Engineer, you will be responsible for:

• Providing high-quality technical support across Group Offices, Factories, Distribution Centres and Retail Stores, delivering excellent customer service while resolving technical issues efficiently and effectively.
• Diagnosing and resolving IT incidents, delivering proactive and reactive support across IT systems and services, researching complex issues and working with third‑party suppliers to ensure timely resolution and high service levels.
• Supporting business technology and events, providing IT support for Town Halls and business events while assisting with the planning, deployment and implementation of hardware and software across existing and new office locations.
• Contributing to IT projects and operational improvements, supporting technology initiatives that enhance business capability, infrastructure and user experience across the organisation.
• Developing knowledge and team capability, creating and maintaining training materials and documentation that enable consistent support standards and knowledge sharing across the Global IT team.

KEY SKILLS & CAPABILITIES

Put simply, the key things we’re looking for are:

• Strong technical support expertise, with experience supporting desktop hardware, software and end users within a corporate IT environment, alongside a solid understanding of ITIL principles and service management best practices.
• Excellent technical knowledge, including Windows 11, macOS, Microsoft 365, Active Directory, Microsoft Exchange, D365, Intune, Jamf, Meraki networking and IT service management tools such as ServiceNow, Jira and Confluence.
• Strong problem‑solving and analytical skills, able to diagnose complex technical issues, prioritise workloads effectively and deliver timely, high‑quality resolutions in a fast‑paced environment.
• Excellent communication and customer service skills, with the ability to explain technical concepts clearly to non‑technical users and build positive relationships across the business.
• A proactive, adaptable and continuous learning mindset, demonstrating a willingness to embrace new technologies, support AV equipment where required and contribute positively to the wider IT team and business initiatives.

WHAT’S IN IT FOR YOU?

• Welcome free pair of Docs
• ‘Buy as you Earn’ Share scheme
• 65% off all Docs
• 50% off Accessories
• Pension Scheme through Aviva
• Life Assurance
• 25 Days Annual Leave + Bank Holidays
• Private healthcare
• 2 paid volunteer days per year

At Dr. Martens, we are committed to creating an environment in which we can all be our best and bring our authentic selves to work. We encourage applications, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, or disability. Diverse and inclusive teams have a positive impact on our brand; helping us to speak authentically to our consumers.

We strive to develop a business where our people can thrive and feel empowered to express themselves. Because we believe everyone should feel supported and included whatever their role in the Dr. Martens community.