IT Support Desk Technician

THE ALLSAINTS TEAM

At AllSaints we are in the business of feelings - making our customers feel cool and confident. If, like us, you believe in the power of a great outfit, we'd love to talk to you.

We're a global brand made up of a very diverse mix of talented people in a huge variety of roles. Our products are designed in house and made by a small number of suppliers and artisans around the world to sustainable standards.

We are a brand embarking on a very exciting plan and we are seeking new members of the team who want to contribute to this.

THE ROLE

Reporting to the North America IT Manager at our LA Studios office in West Hollywood, this position will reside in our Spring Street Office, New York City, NY and will be an integral partner to the field stores across North America. This position will be responding to help desk tickets and supporting the AllSaints retail locations across North America. This position will be part of a dynamic support team that covers over 80 locations and 500 employees across 5 time zones. Service desk support directly affects the customer experience from the sales transaction to the content displayed at our locations. Join a fast paced and platform agnostic team involved with a variety of technologies.

WHAT WILL I BE DOING?

• You will be installing (cabling, connecting) and configuring the Microsoft Windows based Point of Sale systems (POS) in AllSaints retail stores (some travel may be required).
• Efficiently conduct remote ticket handling (possibly globally, within the US time zone) as well as on site troubleshooting with devices: PCs, scanners, printersu037e iPod, audio and video systems, Credit Card Terminals, phone and VoIP connections in the stores.
• Customer service is an integral part of the position; ensure a high level of customer service to all our field employees and strong awareness of in-store experience when troubleshooting.
• IT help desk tickets include support of the following, but not limited to: Windows 7 and later OS, Mac OS, Android/Apple mobile devices, Google cloud based email and apps Mitel VOIP phones, PC/Mac hardware repair and troubleshooting, POS system including credit card terminals, network equipment including switches, access points and cabling.
• Networking: Intermediate TCP/IP foundation required and Basic LAN/WAN troubleshooting
• Audio/Visual Equipment: Basic A/V knowledge and troubleshooting as well as support projectors, TVs and LED curtains
• Flexible and aigle for an involving business environment
• Must have exceptional phone etiquette with a 24/7 on call rotation
• Incident Management: Important that SLAs are met, provide detailed updates via ticketing system
• Ability to analyze and escalate concerns to appropriate resources when needed
• Support IT projects as needed

WHAT SKILLS DO I NEED FOR THE ROLE?

Understanding of the following technologies and softwares:

• Windows 7 and 10 and Mac OSX
• Apple Devices including, Apple TV
• Google Corporate mail and Google Admin Console
• Zebra thermal printers - Network printers and Configurations
• WAN/LAN Technologies
• Audio Visual and Video Conference technologies and hardware
• Structured Cabling
• Service Desk call logging software (e.g. Zendesk)
• WiFi Technologies (specifically Meraki)
• Desktop Imaging
• Must be a self-starter, energetic, and have a positive attitude, ability to multitask and prioritize when being given multiple assignments at once
• Excellent communication skills, both oral and written, follows professional presentation in a fast paced environment.
• Engaging and able to quickly generate confidence in key relationships and the ability to work well both individually and within a team.
• Driven to learn and grow, grasp new concepts quickly, prioritizes efficiently and is organized
• Active Directory user and group administration
• Anti-virus installation and centralized deployment/management tools
• Remote/Secure access & VPN solutions
• VOIP telecommunications hardware and administration

EXPERIENCE

• 2 years of IT experience and help desk experience
• Experience with POS systems
• Experience in a Retail/Fashion environment preferable
• Experience with Apple Devices (iPod, iPad, iPhone)
• May be required to work weekends at times.Occasional travel to other Allsaints locations (stores and offices)
• Flexible working due to business needs. Must be available to work weekends.
  
  
  Salary range for New York, NY:
  $25.00/hr - $28.00/hr

ABOUT THE LOCATION

Our North America region is made up of 71 retail locations across the U.S. and Canada, with our flagship store in New York City. We are primarily based out of our Los Angeles studios, bringing our brand’s iconic aesthetic to West Hollywood, CA.

WHAT WE STAND FOR

The Customer is the Boss We work as one proud team to get the best for our customers

One Team We are joined up and encourage others to share their ideas

We Do What We Say We Will We know our goals, and we work with clear outcomes in mind

We Are Responsible We are self aware, understand the impact we have on others and are positive about the future