Job Description

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 focused with a focus on providing high-quality first-time fix solutions
• Familiarity with ITIL principles is desirable
• Experience of supporting colleagues in a retail organization

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 nice to have
• Familiarity with Office 365 systems and administration
• Mpos retail tool system

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:

• Bachelors 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
• Youll be a proud custodian to our DMs culture, embodying what we stand for and encouraging others to do the same
• Youll 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
• Youll lead the wayand role model on all thingsDE&I & wellbeing