IT Support Specialist

hace 3 semanas

Madrid, Madrid, España Jellycat A tiempo completo

Located near Cambridge, Jellycat is a rapidly growing luxury soft toys manufacturer that combines high-quality materials with unique designs and sells its products online and through various stockists worldwide. This is an exciting opportunity to join our team as we continue to expand our operations.

The successful candidate will be based in our E-Commerce Warehouse where they will play a crucial role in providing on-site support for hardware and desktop issues that cannot be resolved remotely. The ideal candidate will possess excellent communication skills, ITIL awareness, and experience in supporting remote workers while maintaining high engagement and productivity.

The responsibilities of this position include:

  • Leading projects covering desktop & server deployments, automating software installations, and improving the user experience locally and globally;
  • Driving the creation, improvement, and governance of knowledge between the Warehouse needs and service desk;
  • Delivering timely on-site support, maintaining excellent customer service standards, and identifying training needs;
  • Monitoring the IT Service Management toolset and responding to escalations from the service desk;
  • Identifying incident trends, investigating causes/solutions/design resolutions using skills and external help when required;
  • Serving as the local specialist for desktop environments within Jellycat, identifying improvement opportunities, and communicating with local teams;
  • Performing daily checks and mandatory tasks, such as checking reports from suppliers, backing up routines, and key system performance metrics;
  • Supporting mobile devices for pick, pack, and distribution within warehouse locations.

To be successful in this role, you will require:

  • Experience in hands-on customer-facing IT support environments (manufacturing or wholesale an advantage);
  • Excellent communication skills, including the ability to communicate effectively with colleagues who may not have English as their first language;
  • ITIL awareness (ITIL v3 Foundation an advantage);
  • Proven experience in supporting remote workers while delivering high levels 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);
  • The 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;
  • Experience of physical cabling to CAT6e standards is an advantage.

We offer a competitive salary of £35,000 - £45,000 per annum, depending on experience, plus benefits package.

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