At a Glance
- Tasks: Resolve complex IT issues and maintain system performance at a luxury fashion brand.
- Company: Join ME+EM, a fast-growing luxury fashion brand with a vibrant culture.
- Benefits: Enjoy 33 days annual leave, birthday off, and generous staff discounts.
- Other info: Dynamic work environment with social events and career growth opportunities.
- Why this job: Be part of a creative team making an impact in the fashion industry.
- Qualifications: Experience in Microsoft 365 or Google Workspace and strong troubleshooting skills.
The predicted salary is between 40000 - 45000 £ per year.
- Location
- Head Office, White City Place, West London
- Contract Type
- Full time, 37.5 hours per week
About Us
ME+EM is one of the UK’s fastest-growing luxury fashion brands.
In addition to a thriving global digital presence, we operate flagship stores in London and Edinburgh, concessions within Harrods and Selfridges, and have recently expanded with new store openings in the U.
At ME+EM we are an entrepreneurial, creative, and passionate group of people.
We work hard, are enthusiastic to learn and are not afraid to take risks.
Everyone contributes to our success at all levels, and that precisely what makes being a member of the team so rewarding.
Our office and stores are always busy and fast paced, but we work just as hard to make sure it’s fun, with social activities and biannual parties.
We pride ourselves on being approachable, supportive, and welcoming and ensure that everyone’s hard work is rewarded.
It takes all these things to build a strong, successful business and our door is always open to new talent ready to contribute to our growth and evolution.
About the Role
This role plays a critical part in resolving complex IT issues and maintaining the stability and performance of IT systems within ME+EM.
Responsibilities
- Provide expert second-line support for complex issues escalated from 1st line, ensuring resolution within agreed SLAs while keeping users informed with regular, clear updates throughout.
- Investigate and diagnose software, hardware, and network problems, identifying root causes to prevent recurrence rather than treating symptoms.
- Escalate unresolved issues to 3rd line support or vendors where appropriate, ensuring thorough handover documentation and continuity of SLA compliance.
- Assist with the installation, configuration, and ongoing maintenance of servers, networking equipment, and other IT infrastructure components.
- Ensure all systems are kept current with patches and maintained in line with company security standards.
- Collaborate with IT teams and vendors to deliver application upgrades, patches, and enhancements with minimal disruption.
- Ensure daily backups have executed successfully; take prompt remedial action on any failures.
- Actively participate in IT projects across planning, implementation, and post-golive support.
- Conduct post-implementation reviews to assess effectiveness and identify opportunities for improvement.
- Develop and maintain clear, standardised documentation and procedures for both new and existing infrastructure.
- Review support trends to identify recurring issues and drive proactive, lasting fixes.
- Provide guidance and mentorship to 1st line engineers, identifying training opportunities and ensuring new support requirements are properly understood and documented.
- Ensure IT purchasing decisions are cost-effective and aligned to business needs.
- Required Skills
- Experience supporting and administering Microsoft 365 or Google Workspace environments, including user lifecycle management, licensing, and policy configuration.
- Proven experience with Windows 11 and mac OS endpoint management using tools such as Microsoft Intune or Jamf or equivalent.
- Experience troubleshooting LAN/WAN networking issues, including DNS, DHCP, and VPN technologies.
- Strong stakeholder management experience with excellent relationship building skills.
- Experience in project management and/or delivering tasks on time according to strict deadlines.
- The ability to investigate and troubleshoot underlying issues.
- Experience of writing procedural and/or support documentation.
- Excellent organisational skills with the ability to multi-task.
- Ability to manage own time effectively and to be prompt and punctual.
- Drive, self‑motivation and ability to work under own initiative.
- Knowledge and understanding of best practice framework for the delivery of IT services.
- Sound knowledge and experience of supporting a range of IT applications, platforms and technologies.
- Ability to clearly and accurately communicate processes and procedures verbally and in writing.
- Experience of working accurately and confidently with service desk tools and technology.
- Experience of delivering a high level of customer service.
Benefits
- 33 days annual leave for full time employees (25 days holiday + 8 bank holidays).
- A day off to celebrate your birthday.
- Pension Scheme.
- Group Life Insurance.
- Employee Assistance Programme (EAP).
- Length of Service Award.
- Refer a Friend Scheme.
- Generous Staff and Friends and Family Discount.
- Cycle to Work Scheme.
- Eye Care Vouchers.
- Real Living Wage Employer.
- Employee led committees.
- Social events and biannual parties.
- Enhanced maternity and paternity package after 2 years of service.
ME+EM is an equal opportunities employer committed to fostering and preserving a culture of diversity, equality, and inclusion in our workforce.
As an equal opportunities’ employer, we do not discriminate against applicants based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We believe that diversity enriches our workforce and strengthens our organisation.
Therefore, we encourage minorities, LGBTQ+ candidates, and individuals with disabilities to apply for opportunities within our company.
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2nd Line Engineer employer: ME+EM Ltd
At ME+EM, we pride ourselves on being an entrepreneurial and creative luxury fashion brand that values hard work and enthusiasm. Our supportive and fun work culture, combined with opportunities for personal and professional growth, makes us an excellent employer for those looking to thrive in a fast-paced environment. Located in the vibrant White City Place, our team enjoys a dynamic atmosphere where every contribution is recognised and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what ME+EM Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges ME+EM Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at ME+EM Ltd!
✨Direct Apply to ME+EM Ltd
Let's not forget to apply directly through the ME+EM Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at ME+EM Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at ME+EM Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at ME+EM Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
