At a Glance
- Tasks: Provide tech support for our fashion retail operations and ensure smooth technology operations.
- Company: Join Theory, a global fashion brand known for its innovative clothing.
- Benefits: Competitive salary, inclusive culture, and opportunities for growth.
- Other info: Dynamic work environment with a focus on collaboration and innovation.
- Why this job: Be the tech hero behind our stylish stores and eCommerce success.
- Qualifications: Experience in IT support and a passion for problem-solving.
The predicted salary is between 36000 - 60000 £ per year.
At Theory, we create clothes that matter that empower and improve the way we live through exceptional fit, fabric, and style. In 1997, Theory was founded in New York on the simple idea that stretch fabrics in tailored clothing could change how we dress and live. Two decades later, we continue to perfect our offering of elevated wardrobe essentials for the ambitious, urban man and woman. From sourcing materials from the best mills in the world to the innovation and craftsmanship at our atelier in New York's Meatpacking District, the integrity of our process is just as important as our final product.
In 2004, Theory was acquired by Fast Retailing, spurring the international expansion of the brand. Operating 440 stores worldwide today, Theory is a New York brand with a global mindset. Our customers dream big, achieve goals, and aim for perfection. So do we, and so do our clothes.
The IT Service Desk Engineer provides 1st and 2nd support across our fashion retail operations covering HQ, stores, eCommerce, and distribution centres. You’ll triage incidents and requests, resolve end-user issues, support retail POS and back-office systems, and ensure smooth technology operations during trading hours, launches, and peak events.
Key responsibilities and duties:
- Act as the first point of contact via phone, chat, email, and ticketing (e.g., ServiceNow/Jira).
- Log, triage, prioritize, and resolve incidents/requests within defined SLAs and OLAs.
- Deliver L1/L2 support for end-user devices, retail POS, back-office apps, and network connectivity.
- Support POS terminals, payment devices, label/tag printers, scanners, kiosks, and clienteling solutions.
- Assist with store openings/moves/upgrades, cabling basics, hardware swaps, and on-site vendor coordination.
- Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), identity/access (Entra ID/Azure AD), and MFA.
- Handle account lifecycle (joiners/movers/leavers), distribution lists, shared mailboxes, licensing.
- Enrol and manage devices via Intune/Airwatch/SCCM; maintain baselines and compliance.
- Support order management, ERP/WMS integrations (ticket routing to app support where needed).
Theory is an inclusive employer, and we welcome applications from all profiles, regardless of age, race, gender, sexual orientation, disabilities or background.
We take data protection very seriously and understand the importance of protecting your privacy and Personal Information.
IT Service Desk Engineer employer: Theory
Theory is an exceptional employer that values its employees by fostering a dynamic work culture in Greater London, where innovation and collaboration thrive. With a strong emphasis on professional development, we offer numerous growth opportunities for our team members, alongside competitive benefits that enhance work-life balance. Join us to be part of a premium brand that prioritises superior customer service and empowers you to lead and inspire your team.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk 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 Theory 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 Theory 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 Theory!
✨Direct Apply to Theory
Let's not forget to apply directly through the Theory 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 IT Service Desk 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 Theory.
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 Theory. 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 Theory
✨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.
