IT Support Engineer

POSITION PURPOSE AND EXPECTATION:
IT Support Engineers are responsible for the delivery of quality Level 2 technical support to Retail Stores, Support Centres and

Warehouses. They work largely within their home time zone as part of Lovisa's global Service Delivery function to support IT

services across the organisation.

**IT Support Engineers are responsible to**:

- Ensure Lovisa Stores, Support Centres and Distribution Centres are receiving a high standard of IT support in accordance with Global IT policies.
- Deliver prompt Level 2 support services to Stores (remote, however physical visits are required at times), Support Centres

and Warehouses.
- Maintain integrity, stability and operation of all hardware, server/network infrastructure, PC's and peripherals.
- Assist with the setup of new stores from a technical perspective.
- Identify and manage IT security concerns.
- Assist with providing user training in the use of Lovisa IT solutions.
- Liaise with IT equipment and software suppliers to ensure Lovisa is treated with priority regarding Requests, Incidents, Problems and pricing.
- Procure IT Hardware and Software within defined IT policies.
- Work with Level 3 teams (Infrastructure, Data, Applications) to ensure effective support and escalation management.
- Work with the Level 1 - Global Service Desk to ensure effective ticket management and ongoing development of Knowledge Articles.
- Manage on-/off-boarding of all regional team members including their equipment and IT access requirements.
- Ensure accurate and complete registers of the location of all hardware and software.
- Assist other IT teams in resolving incidents occurring throughout the world.
- Contribute towards the continuous improvement of all IT services.
- Provide occasional Level 1 service support as operational needs arise (eg. during peak periods).
- Be part of a rotating 7-day support roster. Standard hours fall between 8 am-5 pm.
- Occasionally work outside normal business hours to support the above.
- Perform other duties and special projects (within an individual's skill and competency level) as required.
- Be available to assist with Priority 1 incidents as required.

**Required skills and attributes**:

- Tertiary qualification (or relevant experience to match) in Information Technology or related discipline.
- Minimum of 2 years experience in a similar role.
- Awareness or certification in ITIL Foundations, and a good understanding of IT Service Management concepts.
- Experience with Microsoft and Cisco administration tools.
- Good written and verbal communication skills.
- Technical problem-solving skills.
- Demonstrates customer service skills and an ability to work with teams of varying levels.
- Proactive and can-do attitude.
- (Desirable) Experience with Point-of-Sale (POS) systems in retail operations.
- (Desirable) Practical experience with Mobile Device Management (MDM) tools.
- (Desirable) Experience working in Projects.

**Administration**:

- Ensure punctuality, quality and accuracy of all Tickets in our Service Management tool.
- Ensure reports are submitted in a timely manner to meet required deadlines.
- Ensure adherence to company policies and procedures, while continually keeping abreast of changes as they occur.
- Ensure annual leave does not impact key retail trading periods for Lovisa.

**Contribution to the Group**:

- Contribute positively and energetically to operational priorities, group meetings and company events.
- Provide an example for others to follow.
- Participate in projects to improve the operation of the division/company.
- Have a positive, can-do attitude, whilst listening, challenging and directing.
- Coachable in all aspects, flexible and proactive in style.

**Performance Measures**:

- Support call response and resolution times.
- Deployment times.
- Escalation avoidance.
- Ownership of issues/incidents/requests.
- Ticket management.
- Customer feedback.

**Core Lovisa Competencies**:

- Organisational understanding.
- Flexibility.
- Teamwork.
- Customer service.
- Negotiation.
- Initiative.
- Attention to detail.
- Problem-solving ability.
- Open and honest communication.