Technical Services Engineer

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.

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 Technology Operations. You'll be right at the heart of fast-moving projects that shape how we show up for our consumers - today and tomorrow.

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. Traveling to other UK locations will also be required at times. You'll be confident thinking on your feet, showing initiative and independence.

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

• Providing high-quality technical support to Group Offices, Factories, Distribution Centres and Retail Stores, diagnosing and resolving hardware, software and IT service issues promptly.
• Managing reactive and proactive IT support, investigating complex technical issues, identifying root causes and implementing effective solutions to minimise disruption to users and business operations.
• Supporting offices, events and technology infrastructure, including Town Halls and events, as well as assisting with the planning, deployment and implementation of hardware and software for existing and new locations.
• Managing third-party suppliers and service partners, working closely with external providers to maintain strong service levels and ensure technical issues are resolved efficiently.
• Supporting the wider Global IT function and continuous improvement, creating training materials, sharing knowledge and contributing to IT projects and initiatives that support business growth and technological development.

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

• Strong technical support experience, with 3+ years in a corporate IT environment and solid knowledge of ITIL principles, desktop support and troubleshooting across hardware and software.
• Strong technical systems knowledge, including Windows 11, macOS, Microsoft 365, Meraki, Active Directory, Exchange, D365, Intune and Jamf, with familiarity across ITSM tools such as ServiceNow, Jira and Confluence.
• Excellent problem-solving and troubleshooting skills, able to diagnose complex technical issues, identify practical solutions and take a proactive approach to preventing recurring problems.
• Strong communication and customer service skills, with the ability to explain technical concepts clearly to non-technical users and provide a consistently high standard of support.
• Organised, adaptable and collaborative, able to prioritise workloads under pressure, support multiple stakeholders and locations, and stay curious and willing to learn new technologies, including AV equipment.

If you're excited to own your impact, shape the future of an iconic brand, and grow your career in a place that champions individuality - we'd love to hear from you.

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.