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
At Theory, we pride ourselves on being an exceptional employer that values innovation and craftsmanship in the fashion industry. Our inclusive work culture fosters collaboration and creativity, providing employees with ample opportunities for professional growth and development. Located in the vibrant Meatpacking District of New York, our team enjoys a dynamic environment where they can thrive while contributing to a brand that empowers individuals through style and quality.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Engineer
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research Theory’s values and culture, and think about how your skills as an IT Service Desk Engineer can contribute to their mission. Practice common interview questions and be ready to showcase your problem-solving skills.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. It keeps you fresh in their minds and demonstrates your professionalism.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the Theory team.
We think you need these skills to ace IT Service Desk Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the IT Service Desk Engineer role. Highlight your experience with support systems like ServiceNow or Jira, and don’t forget to mention any relevant tech skills!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about technology and how you can contribute to our team at Theory. Keep it concise but engaging – we want to see your personality!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've successfully resolved technical issues in the past. We love candidates who can think on their feet and provide great customer service under pressure!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of being noticed. It’s super easy, and you’ll be one step closer to joining our amazing team at Theory!
How to prepare for a job interview at Theory
✨Know Your Tech Inside Out
Make sure you’re familiar with the technologies mentioned in the job description, like Microsoft 365 and POS systems. Brush up on your knowledge of ticketing systems like ServiceNow or Jira, as well as any relevant hardware you might be supporting.
✨Practice Problem-Solving Scenarios
Prepare for common IT support scenarios you might face. Think about how you would triage incidents or resolve end-user issues. Practising these scenarios can help you articulate your thought process during the interview.
✨Showcase Your Communication Skills
As the first point of contact for tech support, communication is key. Be ready to demonstrate how you would explain technical issues to non-technical users. Clear, concise communication can set you apart from other candidates.
✨Understand the Company Culture
Research Theory’s brand values and culture. They focus on empowerment and exceptional quality, so think about how your personal values align with theirs. Showing that you understand and appreciate their mission can make a great impression.
