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 discounts.
- Other info: Dynamic work environment with social events and career growth opportunities.
- Why this job: Be part of a creative team making a real impact in the fashion industry.
- Qualifications: Experience in IT support, Microsoft 365, and strong troubleshooting skills.
The predicted salary is between 35000 - 45000 € per year.
Reporting to: Senior IT Manager
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.S.
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.
Job 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.
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 macOS 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.
Employee 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.
- Staff uniform for retail employees.
- Generous Staff and Friends and Family Discount.
- Annual Volunteer Day.
- Cycle to Work Scheme.
- Tech 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.
Please email [email protected] should you require any adjustments needed to take part in this recruitment process.
2nd Line Engineer in London employer: Me+Em
At ME+EM, we pride ourselves on being an entrepreneurial and creative workplace where every team member's contributions are valued. Located in the vibrant White City Place, our fast-paced environment is complemented by a supportive culture that encourages personal growth and development, alongside generous benefits such as 33 days of annual leave and a commitment to diversity and inclusion. Join us to be part of a dynamic team that not only works hard but also knows how to celebrate success together.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Engineer in London
✨Tip Number 1
Network like a pro! Reach out to current employees at ME+EM on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the 2nd Line Engineer role.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss your experience with Microsoft 365, Windows 11, and troubleshooting networking issues. We want to see your expertise shine!
✨Tip Number 3
Show your passion for IT and problem-solving during the interview. Share examples of how you've tackled complex issues in the past and how you keep users informed throughout the process. We love a proactive approach!
✨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 joining the ME+EM team.
We think you need these skills to ace 2nd Line Engineer in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the 2nd Line Engineer role. Highlight your experience with Microsoft 365 or Google Workspace, and any troubleshooting skills you have. We want to see how you can contribute to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT and how your background makes you a great fit for ME+EM. Don’t forget to mention your enthusiasm for working in a fast-paced environment like ours.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled complex IT issues in the past. We love candidates who can not only fix problems but also prevent them from happening again. Share your success stories!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at ME+EM!
How to prepare for a job interview at Me+Em
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Google Workspace, and the tools like Microsoft Intune or Jamf. Be ready to discuss your experience with troubleshooting LAN/WAN issues, as well as how you've handled complex IT problems in the past.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've diagnosed and resolved IT issues, focusing on identifying root causes rather than just treating symptoms. This will demonstrate your analytical skills and proactive approach, which are crucial for a 2nd Line Engineer.
✨Communicate Clearly and Confidently
Practice explaining technical concepts in simple terms. Since you'll be providing updates to users, it's important to show that you can communicate effectively, both verbally and in writing. Bring along any documentation you've created to showcase your ability to maintain clear procedures.
✨Be Ready to Collaborate
Highlight your experience working with teams and vendors. ME+EM values collaboration, so be prepared to discuss how you've worked with others on IT projects and how you ensure smooth handovers when escalating issues. This shows you're a team player who contributes to a positive work environment.
