Service Desk Engineer - MPOS 3 month FTC

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 directly to the Service Desk Manager, the role has a particular focus on supporting the AllSaints Head Office in London and remote EPOS global support to the Retail stores. This is a hands-on role that is responsible for excellent customer service to the circa 300 head office users of AllSaints and 160 Retail stores globally.

The role will be based at the London office but may require travel to retail locations and other offices Globally on occasions. The role will work closely with Infrastructure teams as well as other IT Functions. You will be required to support users face-to-face and via telephone using tools such as LogMeIn/CyberArk etc.

We don’t use third parties who will pass on the issues – we do it all ourselves. Excellent knowledge of POS hardware, PC’s and MS operating systems is vital for you to survive. You’ll be ordering replacement equipment when needed directly from vendors, ensuring that it arrives as planned and then talking store staff through the transition. You’ll arrange the return of the faulty kit and ensure it is fixed so it can go back into circulation to serve another day.

WHAT WILL I BE DOING?

• Supporting the service desk team as tech support whilst they undergo their Mobile POS project.
• Working with the IT manager, e-commerce and development teams to ensure all environments (logistics, corporate and remote access) are operational at all times. This includes ensuring that all areas are updated to approved patching/fixes.
• It is expected that fixes and requirements of the end users will be dealt with in accordance with predefined KPIs and SLA.
• You will be responsible for monitoring core networks and alerting infrastructure teams to any incidents.
• Working with other department heads as well as other staff members/3rd parties in the event of an IT incident occurring.
• Responding to alerts both system and security related and carrying out remedial actions as directed and documented in appropriate incident response procedures and via communication with other global IT locations.
• Ensuring data integrity is maintained
• Manage IT Incidents when necessary to ensure resolution and that stakeholders are kept notified of details and progress throughout.
• You will have an understanding of PCI DSS principles and working practices

WHAT SKILLS DO I NEED?

• Windows 10, 11 and Mac OSX
• Google Workspace
• Active directory user and group administration
• Mobile telephony
• Experience with EPOS systems
• Audio visual and video conference technologies and hardware
• Anti-virus installation and centralised deployment/management tools
• Remote/Secure access & VPN solutions
• WAN/LAN Technologies
• Structured cabling
• Apple devices including Airport, Apple TV
• VoIP telecommunications hardware and administration
• Systems monitoring tools (e.g. PRTG)
• Service desk call logging software (e.g. Zendesk)
• WiFi Technologies (specifically Meraki)
• Desktop Imaging

ABOUT THE LOCATION

Based in our East London Studios in vibrant Shoreditch with perks and benefits offered from local businesses including discounts on food, shopping and health & beauty. Studio Location. Approximately a 10 minute walk from Liverpool Street Station and a 5 minute walk from Shoreditch High Street.

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