IT Support Engineer / Analyst

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 :

Administration :

Contribution to the Group :

Performance Measures :

Core Lovisa Competencies :