POSITION SUMMARY 

Already the leader of Prestige Beauty, our goal is to become the number one company for total beauty in UK & Ireland. The Interconnected Retail Service Operations team provide retail stores and business users with critical technology support, we are looking to build further internal capabilities due to the rapidly changing landscape of digital within our business. The role of Interconnected Retail IT Support Analyst (2nd Line) is the second line escalation point for all IT support queries driven from: Point of Sale, CRM, iOS Apps, Microsoft technologies and consumer engaging digital experiences (digital signage, social, interactive virtual apps) used in our own retail locations and department store counters. The role expects a close working relationship with first line analysts, to maintain, monitor IT systems, resolve technical issues and give support and guidance to our user base.  Our environment is highly dynamic, fast changing and fluid, we implement market leading technology and our team members are expected to be 100% consumer orientated to deliver exceptional customer service and experiences, deliver incident management against defined SLA’s, respond and escalate support tickets, provide technical analysis and problem-solving methodologies using remote desktop software and demonstrate first class resolution outcomes.  They will be expected to achieve against ambitious SLA goals and metrics, drive down incidents, undertake necessary changes and work as part of a wider team in ensuring our retail stores have high availability to trade and operate. 

KEY ROLES & RESPONSIBILITIES 

As part of the Level 2 support team, we are looking for an individual with the following skills: SUPPORT: -    Provide exceptional technical support via phone, email or face to face engagement from both retail stores and business users, across all levels of our business. Provide first point of escalation beyond Level 1 support, taking final accountability of incidents and service requests.. 

-    Manage multiple workloads simultaneously, prioritise critical business incidents, and drive all problems through to successful resolution.

-    Resolve hardware, software, network and mobile based incidents and service requests, assigned via first line service operations, through our ITSM tool (Service-NOW), update and maintain incident records. 

-    Escalating support tickets through Service NOW and working directly with third party suppliers and wider internal IT teams to resolve incidents. Be part of the diagnosis and resolution team and as needed provide detailed assessment post incident. 

-    Accountability for applying patch management, endpoint security, system monitoring, maintenance of backup solutions and database integrity monitoring.

-    Application migration, restoration, decommission and staging, across OS, MAC OSX, Microsoft applications and internally developed bespoke business applications. 

-    Hands-on assistance for project implementations, rollouts, upgrades, replacements and new technology installations for hardware configurations. 

-    Manage and maintain mobile devices (iOS) to ensure security compliance requirements, applications run latest versions and devices fully operational for business purpose. 

-    Review and update knowledge base documentation, maintain compliance records, audit processes and create audit reviews and checks as need for PCI & SOX assessments.  

-    Assist with training across the Service Desk, bringing the best of your knowledge to everyone within our business. 

-    Perform miscellaneous job-related duties, such as: Basic admin, pro-active monitoring, and other items as defined by IT Support Lead. 

CUSTOMER ORIENTATED: -    Offer a high touch customer service, engaging with our business stakeholders and in-store employees, supporting the Level 1 technical teams in managing incidents and troubleshooting application issues. 

-    Maintain an exceptional level of customer service via phone and email, acting as an escalation point from Level 1 support call handlers and work against priority incidents as needed.

-    Communicate appropriately with internal customers (across all levels of the organisation), be the primary point of contact for service escalation and attend service delivery meetings as needed on a regular basis.  

-    Excellent verbal and written communication skills, with a high touch telephone and email manner.

TEAM: -    Be an integral team player, support flexible working hours. Monday to Sunday (37.5hours per week)

-    Offer escalation on-call support for Level 1 teams in the event of major incident management. 

-    Undertake necessary training and development opportunities, building technology and personal skills to effectively deliver exemplary service to our business.  

QUALIFICATIONS

KNOWLEDGE, SKILLS & EXPERIENCE 

-    Two years’ experience in Service Operations, systems and technology support, working on a service desk (preferred if within a Retail or similar sector business).  -    Excellent practical understanding of Incident Management, Change & Problem Resolution -     -    Ability to analyse problems and present solutions to technical support issues.  -    Have strong capability in setting priorities, meeting deadlines and make time sensitive decisions with limited information. -    Possess amazing attention to detail, consumer orientated in everything you do and bring the best to everyone you touch. -    Be an integral team player, stand in when needed and cover any role in times of essential need.

EXCEPTIONAL TECHNICAL KNOWLEDGE: -    Retail Point of Sale and CRM technologies -    Microsoft Windows 7 & 10 -    Microsoft Server 2016 & 2019: Including SQL Server, DHCP, GPO, Active Directory -    Understanding of TCP/IP Protocols, Routing, Switching, IP Addressing & WiFi  -    Microsoft Office 365: Word, Excel, PowerPoint, Teams, SharePoint -    Mobility & Mobile Device Management (AirWatch or similar) product solutions -    iOS device configuration support, along with associated iOS application maintenance in an enterprise environment.  -    General hardware experience, managing and troubleshooting laptop, desktops and connected peripherals -    IT security compliance & risk awareness -    Experienced with ITSM incident management platforms and tools (preferential Service NOW)

BENEFICIAL (NON-ESSENTIAL):  -    MAC OSX Catalina & Big Sur -    Windows Server 2012 (or above). -    Cisco & Meraki Wi-Fi and network solutions  -    Microsoft Systems Centre Configuration Manager (SCCM) -    ITIL Certified (version 4) -    Patch Management (Ivanti) -    System Monitoring (Splunk) -    End Point Security (Safend) -    Backup (Acronis) -    Azure and associated cloud technologies, microservices & API -    Citrix -    VPN -    VOIP telephony

JOB: Information Technology PRIMARY LOCATION: GB-ENG-Fareham JOB TYPE: Standard SCHEDULE: Full-time SHIFT: 1st (Day) Shift JOB NUMBER: 2114367 Estee Lauder Companies is an equal opportunities employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

The Estée Lauder Companies (ELC) is the global leader in prestige beauty. ELC is the only company focused solely on prestige makeup, skin care, fragrance and hair care with a diverse portfolio of 25+ brands sold in approximately 150 countries and territories. Infused throughout the organization is a passion for creativity and innovation — a desire to push the boundaries and invent the unexpected — as we continue the bold work of the company’s founder Estée Lauder.