First Line Support Technician in Stoke-on-Trent

This is an excellent opportunity for an enthusiastic, technically adept individual to join an established team supporting the company’s technology usage across Superdry. Based at “The Runnings” (our Cheltenham HQ), you will be responsible for providing 1st line technical support to our global workforce whether field, office, or home-based across multiple sites, utilising the Service Desk support software and ensuring all issues are correctly logged, prioritised, and actioned, maintaining the highest level of customer satisfaction.

You Will

• Provide 1st line support to telephone, email, face-to-face and Service Portal requests
• Provide 1st line support for agreed services and incidents
• Ensure the company’s Support Desk software is utilised correctly and all unassigned tickets are distributed to the correct resolver groups in a timely manner
• Proactively provide information to users on the progress of outstanding support calls
• Use the correct escalation routes when managing tickets on the Service Desk
• Manage user accounts and mailboxes in Active Directory and Office 365
• Manage distribution and security groups
• Logging support calls to third parties
• Manage starter and leaver accounts and equipment through the defined processes
• Work with colleagues to identify repeat issues and underlying problems, so we can be proactive in the future
• Ensure an outstanding level of customer service is provided to all supported users
• Occasional overtime during busy periods and out-of-hours support requirements

You Are

• Able to problem solve and respond appropriately to a wide range of enquiries
• Organised, with great time management
• Patient and empathetic to all user skill levels
• Knowledgeable in Windows 11 and Office 365
• Ideally experienced in MAC and iOS
• Competent in basic networking troubleshooting
• An excellent communicator with great interpersonal skills
• Keen to learn and support new business systems, software, and processes
• Able to work under your own initiative when investigating and analysing information to troubleshoot issues and create a plan to resolve them, with the ability to competently multitask
• Flexible in your approach and willing to travel the UK and internationally – this role may require evening and/or weekend travel to support our international office base

Working for Superdry has never been so rewarding…

• 25 days annual leave, plus bank holidays, we also offer a holiday buying scheme
• An additional day off to celebrate your Birthday
• Family-friendly working policies in place, including enhanced maternity, paternity, and adoption leave
• Company Pension scheme
• Life Assurance policy while working at Superdry
• 50% staff discount in store and online
• Access to heavily discounted sample stock at our Head Office store for staff only
• A health cash plan open to all employees
• Flexible working and core working hours between 10am – 4pm
• Access to onsite parking and electric car parking points
• A range of learning and development materials
• Time off for volunteering work
• A global employee assistance plan available anytime
• Access to a Cycle To Work Scheme
• A range of local discounts with businesses across Gloucestershire

At Superdry, everyone has a voice and we want to hear it. We create environments where individuality can flourish and is celebrated as part of who we are as a brand. We’re incredibly proud that over 90% of our people feel strongly that they can be themselves at work. We want to meet people with varied backgrounds because we understand that diversity of thought encourages new ideas to thrive, fuelling creativity and enabling us to do better work. We want to build a team which represents a variety of backgrounds, styles, perspectives, and skills; we hire people based on their merit and potential. We also welcome conversations about flexible working for all roles at Superdry and will always accommodate it where possible.

Please note that some jobs may be closed earlier than the published closing date if we get a high volume of applications. We therefore advise that you complete your application at your earliest opportunity to avoid disappointment.

Who we are

Superdry is a British, founder-led brand with a truly global presence. We’ve been proudly creating world-class products for almost two decades, offering genuine choice to our customers with our curated style collections. Our mission is to be the No. 1 sustainable style destination, delivering products that are authentic with unmatched quality and true integrity, much like our people. We are on an ambitious journey to serve our diverse community through a premium brand that’s focused on the future, prioritises sustainability, leads with craft, and celebrates culture. We need talented people to join us on the adventure, is this you?