Level II Support Engineer

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). Deliver 2nd line Support to the London, Madrid & Paris Corporate Offices Deliver exceptional priority support to all Executives in the London office Escalate issues to 3rd line as required Update all activities in the Support Desk ticketing system (Service Now) Deliver support resolutions within agreed SLA’s Co-ordinate on-site break-fix activities with all external suppliers Dealing with the new hire process Maintaining and updating technical documentation regularly Support corporate related projects including upgrades and replacements of hardware Drive continual service improvement through analysis of support ticket data Report on trends and performance against KPIs 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 #J-18808-Ljbffr