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