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Senior IT Infrastructure & Support Technician

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A bit about the role...

The purpose of this role is to work as part of the IT Infrastructure & Support Team supporting the windows server infrastructure and local network and to resolve issues relating to Stores, Head Office and the Warehouse.

CONTRACTED HOURS OF WORK FOR THIS ROLE WILL BE ON A SHIFT BASIS, COVERING HOURS FROM 7:00AM TO 8:00PM. WEEKEND WORK WILL ALSO BE REQUIRED ON A ROTA BASIS AND HOURS ARE SUBJECT TO CHANGE DURING OUR PEAK TRADING TIMES. 

What we will look for from you...

People
You will be responsible for:

  • Ensuring you continue to develop and share knowledge in relation to IT systems with the remainder of the team, recognizing training opportunities within the Department
  • Offering guidance and training to other team members
  • Assisting the IT Infrastructure & Support Manager in planning in advance for peak trading periods, ensuring there is appropriate cover whilst taking into consideration the needs of the Department and wider organization
  • Developing and maintaining strong working relationship with the Systems Team, our Stores, Head Office and Warehouse Departments

Operational
You will be responsible for:

  • Ensuring the daily checklist is completed, monitored and that any issues are resolved in a timely manner, or escalated to the relevant party where required
  • Monitoring system backups and logging issues, escalating to the ITInfrastructure & Support Manager as required
  • Ensuring the required checks are completed on the servers and monitors for alerts, whilst logging and flagging up issues with the IT Infrastructure & Support Manager
  • Supporting with the management and monitoring of job schedules
  • Be accountable for managing and resolving 1st, 2nd and 3rd line support issues if either escalated to you by another member of the IT System Support Team or reported via the call logging systems;
       -   Ensuring tickets are being picked up in a timely manner and are allocated out to the team, escalating to 3rd parties or the IT Infrastructure & Support Manager where required
       -   Taking the lead in ensuring all IT system queries are resolved in a timely manner
       -   Use in-house call logging software to ensure all Store, Head Office and Warehouse queries via telephone and/or email are tracked and resolved in a timely manner, fielding calls to the relevant Team Member as required
  • Supporting the IT Infrastructure & Support Manager by running reports from Topdesk to assist with analyzing key data and looking for trends
  • Supporting the IT Infrastructure & Support Manager with maintaining good working relationships with suppliers.
  • Offering support to the IT Infrastructure & Support Manager with project delivery, whilst working alongside the remainder of the IT Infrastructure & Support Team to ensure projects are delivered within the required timeframes
  • Discuss the needs in relation to refits and new store opening with the remainder of the team, working with the IT Infrastructure & Support Manager to assign an appropriate team member to the task as required
  • Maintain the Microsoft Active Directory environment ensuring that all user and computer accounts are accurate
  • Assist in the auditing of IT hardware and software license compliance
  • Provide out of hours support for Stores, Head Office and Warehouse on a rota basis

Technical
You will be responsible for ensuring you:

  • Support, develop and deliver the windows server and network infrastructure, escalating any issues where required to the IT Infrastructure & Support Manager
  • Ensure all user accounts are created and monitored in line with the Internet, Email and System Use policies
  • Setup, configure and provide IT support for all Windows Servers,laptops, desktops, iPads and iPhones

    This list is non exhaustive and other ad-hoc duties may be required.

Essentials...

Experience 

  • Previous relevant experience of working in a IT Infrastructure & Support Technician role or similar
  • Previous experience of using call logging software
  • Previous experience of PC and Laptop builds including configuration
  • Previous experience of having worked within a retail or FMCG environment
  • Previous experience of having worked in a fast paced environment
  • Experience within a Microsoft windows domain
  • Experience of network trouble-shooting

Knowledge

  • Working knowledge of desktop operating systems (Windows XP, Vista and Windows 7) and Microsoft Office applications
  • Working knowledge of window server operating systems or a keen interest in learning this
  • Broad understanding of system checks and logging

Skills

  • Excellent communication skills, both written and verbal, with the ability to build strong working relationships
  • Able to demonstrate accuracy and attention to detail
  • Able to work under pressure in a fast paced environment
  • Strong organizational, prioritization and time management skill
  • A full driving license as some travel may be expected 

Desirable...

Experience

  • Experience using Microsoft Hyper-V technologies

Knowledge

  • Working knowledge of CISCO technologies

 

A little bit about us...

The Perfume Shop has c.260 stores in the UK and Ireland and has been trading since 1992. Our parent company A.S Watson, which acquired us in 2005, is the largest Health and Beauty Retailer in Europe and Asia.

We are one of the UKs top fragrance retailers, and our vision is simply to be the customers first choice for fragrance purchases on the high street and online. We are best known as an employer for being placed successively in the Sunday Times Top 100 Best Companies to Work list from 2012 to 2015.

For more information about working at The Perfume Shop visit www.theperfumeshopjobs.com

CONTRACTED HOURS OF WORK FOR THIS ROLE WILL BE ON A SHIFT BASIS, COVERING HOURS FROM 7:00AM TO 8:00PM. WEEKEND WORK WILL ALSO BE REQUIRED ON A ROTA BASIS AND HOURS ARE SUBJECT TO CHANGE DURING OUR PEAK TRADING TIMES. 

 

Location

Cypress House,Coronation Road,Cressex Business Park,HIGH WYCOMBE,HP12 3SU

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