Job Description

About Dr. Martens:
Dr. Martens is an iconic British brand founded in 1960 in Northamptonshire. Produced originally for workers looking for tough, durable boots, the brand was quickly adopted by diverse youth subcultures and associated musical movements. Dr. Martens has since transcended its working-class roots while still celebrating its proud heritage and, six decades later, Docs or DMs are worn by people around the world who use them as a symbol of empowerment and their own individual attitude. The Company listed on the main market of the London Stock Exchange on 29 January 2021 (DOCS.L) and is a constituent of the FTSE 250 index.
As a Senior End User Services Engineer in our Enterprise Technology team, you will:

• Organized, proactive, and embody our Dr Martens culture. You will work together with Dr Martens global technology colleagues across our Corporate, Manufacturing and Retail functions. You will share knowledge and help to develop the technical capabilities of our operational support teams.
• Manage and support all aspects of our desktop & mobile device estate
• Create and maintain documentation and training material to be used by regional support teams.
• Work proactively with 3rd party suppliers to resolve issues and ensure high levels of service.
• You will be a point of escalation for 1st and 2nd line operational teams and the wider Dr Martens technology function. You are comfortable with the responsibility this brings and will support your team and others in their troubleshooting and decision-making processes.
• Build relationships with key staff across IT and the wider business to maintain effectiveness and relevance in role.
• Drive continuous process efficiencies and improvements across the environment.
• Ensure devices are updated and work with security colleagues to manage and resolve any identified vulnerabilities in the estate.
• Respond to and resolve support tickets in line with our agreed SLAs, ensuring resolution is recorded
• Participate in IT projects as required.

THE STUFF THAT SETS YOU APART:

• You are passionate about technology, keep up to date with the latest industry trends and understand how these may influence enterprise IT
• You enjoy researching, diagnosing, and identifying solutions to resolve complex technical issues in a timely manner.
• Excellent communication and stakeholder management.
• Strong analytical mindset with problem-solving capabilities.
• Act with authenticity, honesty, and integrity
• Ability to thrive in a fast-paced environment with multiple priorities.
• Excellent time management and organisation skills - able to work to agreed timetables and deadlines
• Excellent written and verbal communications skills
• An ability to work to tight deadlines and manage priorities

Must-Have Experience:

• Minimum 3-5 years experience of supporting Windows 10/11 & MacOS operating systems at a 2nd or 3rd line level.
• In depth knowledge of troubleshooting hardware & software issues
• Excellent problem solving and analytical skills
• Experience of supporting devices in large enterprise environments (experience in a retail organisation is desirable but not essential)

Technical Skills:
You will also possess the following technical capabilities:

• Demonstrable Knowledge and experience of EUC technologies such as:
• Experienced in Application Packaging concepts and, Scripting (PowerShell, BASH etc.)
• Knowledge and understanding of foundational technologies such as Active Directory, Group Policy, networking (TCP/IP, DHCP, DNS etc.)
• Experience of configuring and supporting AV equipment / Meeting Room Technology.
• Proficient with IT management systems such as ServiceNow, JIRA etc
• Deploying and troubleshooting Windows operating systems.
• Modern device provisioning and management concepts and particularly knowledge of Intune and Autopilot. This should also include experience of Mobile device management.
• Deploying and supporting Apple Mac PCs with Jamf.
• Microsoft M365, SCCM, and security tooling such as Microsoft Defender for Endpoint and Privilege management software

Education:

• Bachelors degree in a relevant field or equivalent experience.
• ITIL qualification is desirable
• Microsoft Modern Desktop qualifications 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 will be a proud custodian to our DMs culture, embodying what we stand for and encouraging others to do the same
• You will help build a highly engagedteam ensuring a collaborative culture andproviding 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; youll share best practice across the team / business and encourageideas sharing as well ascollaborative problem solving
• You will lead the wayand role model on all thingsDE&I & wellbeing