IT Support Specialist for Luxury Soft Toy E-Commerce

hace 6 días


Madrid, Madrid, España Jellycat A tiempo completo

Company Overview
Jellycat is a growing business that combines luxurious fabrics with quirky and cute designs, selling its products online and through stockists throughout the UK, Europe, and the world.

About the Role
This exciting opportunity will be based in our JellyCat E-Commerce Warehouse near Cambridge. As an IT Support Analyst, you will provide timely on-site resolutions to hardware and desktop issues that cannot be resolved remotely. Your key responsibilities will include leading projects covering desktop & server deployments, automating software installations, and improving user experience locally and globally.

Key Responsibilities
* Lead projects covering desktop & server deployments, automating software installations, and proactively improving user experience locally and globally
* Drive the creation, continual improvement, and governance of knowledge between Warehouse needs and service desk
* Deliver timely on-site support, maintaining excellent customer service standards, and identifying training needs
* Monitor the IT Service Management toolset and respond to any escalations from the service desk
* Identify incident trends, investigate causes/solutions/design resolutions using skills, experience, and external help when required
* Act as the local specialist for desktop environments (Laptops, PCs, Printers, Azure Remote Desktop & mobile computing) within Jellycat
* Perform daily checks and mandatory tasks such as checking daily reports from suppliers, backing up routines, and key system performance metrics
* Provide support for mobile devices used in pick, pack, and distribution within warehouse locations

Requirements
* Experience in a hands-on customer-facing IT support environment (manufacturing or wholesale an advantage)
* Excellent communication skills, able to communicate effectively with colleagues where English is not their first language
* Ability to demonstrate ITIL awareness (ITIL v3 Foundation an advantage)
* Proven experience in supporting remote workers while delivering a high level of engagement and productivity
* Expert knowledge of MS Windows 10 or above Desktop environment and MS office applications (knowledge of mac OS an advantage)
* Administration knowledge of System Management Systems, such as In-Tune or NinjaOne
* Knowledge in support software and methods (MSTSC, GoToAssist etc)
* Ability to research technical issues using public sources and derive resolutions
* Experience with a wide range of mobile, desktop, tablet, epos, printers, and scanners solutions
* Physical cabling to CAT6e standards is an advantage

Estimated Salary
£35,000 - £45,000 per annum, depending on experience



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