The Role:
To provide a comprehensive 1st & 2nd line IT Support function to the Mulberry Group (c.1000 employees) as part of the IT Support Team. Maintain in-depth and current technical knowledge to provide expert advice. Within the role you will provide support to all the company’s existing ICT systems.
The IT support service involves:
1. Resolving support calls, managing own calls on the IT Service Desk.
2. Carry out hands-on support of London based users (200 users currently).
3. Provide remote support of Mulberry ERP systems and other central back-end systems across all Mulberry sites.
4. Participate in project work (upgrades, implementations).
The role is based in London and has a requirement to be on-site 5 days a week, with some travel to our UK offices and stores as the business demands. Weekend on-call support may be required.
Duties & Responsibilities:
Support and implementation of the following:
1. Critical business systems: Prima ERP system, Business Objects reporting, Manhattan WMS system, Aptos, Hybris, Salesforce, Mulesoft.
2. Retail / EPoS systems: Installation, deployment and support of EPOS system (Retail J) and Tulip POS.
3. Operating systems: Maintenance of Windows Server 2012+, Microsoft 365 including Exchange, Active Directory, Intune, Azure, SharePoint, Teams, Windows file server.
4. Desktop Support: Microsoft Windows 10 & 11, Microsoft Office 365, Apple iOS, MS Authenticator.
5. Networking: Detailed knowledge of WAN/LAN, TCP/IP, DHCP, VPN, and Switches/Routers, Cisco Meraki.
6. Mobile/IP Telephony: Support and maintenance of mobile telephones, including Apple iPhones & Android devices, 8x8 system.
7. Hardware support and Maintenance: Desktop PCs, laptops & mobile solutions, printers & photocopiers. Meeting room and AV support.
Skills and Experience Required:
* Minimum two years' experience in a similar level IT Support role.
* Previous experience supporting corporate/retail/store users preferred.
* Strong communication skills and a customer service approach.
* Positive, 'can-do' attitude.
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