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- Tasks: Join our dynamic team to provide top-notch IT support for a global fashion retailer.
- Company: Be part of a leading global fashion retailer with a focus on quality and innovation.
- Benefits: Enjoy remote work, competitive salary, and opportunities for personal growth.
- Other info: Embrace a culture of self-expression and teamwork while developing your career.
- Why this job: Make a real impact by supporting colleagues and enhancing their tech experience.
- Qualifications: Experience in 1st & 2nd line IT support and strong problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
We are on an exciting journey to drive impactful change within our Enterprise Technology team. As part of a global fashion retailer, quality is of paramount importance. This is your opportunity to join a dynamic team, collaborating to lead a team to work in our End User Services team to provide exceptional support to our back office & retail colleagues in multiple locations. We operate a remote first support model, and as such you will be working with colleagues from all parts of the company.
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
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 focussed with a focus on providing high-quality first-time fix solutions
- Familiarity with ITIL principles is desirable
- Experience of supporting colleagues in a retail organisation
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
- Familiarity with Office 365 systems and administration
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:
- Bachelor’s 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
- You’ll be a proud custodian to our DM’s culture, embodying what we stand for and encouraging others to do the same
- You’ll help build a highly engaged team – ensuring a collaborative culture and providing 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; you’ll share best practice across the team/business and encourage ideas sharing as well as collaborative problem solving
- You’ll lead the way and role model on all things DE&I & wellbeing
Associate EUS Support employer: Dr. Martens
Contact Detail:
Dr. Martens Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Associate EUS Support
✨Tip Number 1
Network like a pro! Reach out to current employees at the company through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing a role in the End User Services team.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss troubleshooting Windows and MacOS issues, as well as your experience with IT management systems like ServiceNow or JIRA.
✨Tip Number 3
Showcase your customer service skills during the interview. Be ready to share examples of how you've provided high-quality support in previous roles, especially in fast-paced environments like retail.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our dynamic team.
We think you need these skills to ace Associate EUS Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Associate EUS Support role. Highlight your 1st and 2nd line support experience, especially with Windows and MacOS, to show us you’re the right fit!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about IT support and how you embody our values of being yourself, acting courageously, and showing you care. This is your chance to stand out!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled tricky IT issues in the past. We love seeing candidates who can think on their feet and provide high-quality solutions!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey with StudySmarter.
How to prepare for a job interview at Dr. Martens
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 10/11 and MacOS. Be ready to discuss troubleshooting techniques for both operating systems, as well as any hardware and software issues you've resolved in the past. This will show that you're not just familiar with the tech, but that you can handle real-world problems.
✨Showcase Your Customer Service Skills
Since this role is all about providing exceptional support, think of examples where you've gone above and beyond for a customer or colleague. Highlight your ability to communicate effectively and resolve issues quickly, as this will demonstrate your commitment to high-quality service.
✨Familiarise Yourself with ITIL Principles
Even if you don't have formal ITIL training, understanding its principles can set you apart. Be prepared to discuss how you've applied these concepts in previous roles, especially in relation to managing support tickets and improving service delivery.
✨Embrace the Company Culture
Dr. Martens values self-expression, courage, and care. Think about how you can embody these values in your responses. Share experiences that reflect your ability to work collaboratively, take ownership of your development, and contribute to a positive team culture.