Service Engineer

IT & Systems London, United Kingdom


The role:

Our Corporate IT Support Team at Farfetch have an exciting role satisfying their passion for IT Service Management and technology in a fast-paced and challenging environment. You will provide technical expertise, knowledge, mentoring and support for the team; ensuring the service support technicians are working together efficiently and providing a timely response to incidents and requests raised by our internal clients. This role combines both hands on technical support with being a team leader.

We encourage creative and innovative thinking and solutions, as well as give our people, and teams plenty of opportunities to challenge themselves and take on varied and exciting projects. You will have the satisfaction of resolving complex issues and taking responsibility for maintaining stability and data security of large global systems and integrations. If you are ready to use your talent, expertise, education and certifications to help power the global luxury fashion platform, we are ready to reward you and further develop your career in our global business.

What you'll do:

  • Resolve IT incidents and requests in accordance with agreed procedures and SLAs
  • Provide direct support and troubleshooting help to end users through appropriate communication and triaged service queues
  • Provide hardware to Farfetch in country new starters, leavers and transfers, as required by the Corporate IT Service Team Lead
  • Prepare Knowledge Base Articles to resolve and document hardware and software troubleshooting incidents and problems
  • Deploy and configure hardware upgrades, software updates, security patches and other necessary items on an as-required basis.
  • Participate in required compliance activities as needed, including data log collection, statistical analysis and proper reporting standards
  • Recycle hardware correctly
  • Assist with Root Cause Analysis
  • Manage or partake in Corporate IT Projects and systems deployment as required

Who you are:

● You are able to demonstrate successfully working in a technical 1st / 2nd / 3rd line IT Support role
● You possess strong desktop / laptop / mobile device focused technical skills and experience with most of:
  • PC and Mac devices and OSo Desktop OS and applications including Windows 10, Mac OS / MacMail, G-Suite and Office 2010 - 2016/O365
  • SCCM 2012 & WSUS, System Centre EndPoint Protection, InTune, JAMF, LanSweepero Video Conferencing tools and solutions – Polycom platform preferred and preferred tools BlueJeans, Zoom, Skype for Business / Teams
  • Instant Messaging – Slack preferred
  • Security systems and appliances
  • Cloud – MS Azure, AWS, GoogleCloud
  • Administering and troubleshooting (LANs, WANs, VPN, TCP/IP, Cisco Switches and Routers, firewall (CheckPoint preferred), Meraki Wi-Fi and access points)
  • Browser based applications including GoogleMail, FTP clients and multiple browsers
  • PoS / EPoSo
  • Mobile devices
  • Use of Service Desk tools Jira preferred
● Soft Skills
  • Approachable and positive communicator, both written and verbal
  • Inspire confidence and act as a mentor and catalyst for enthusiasm
  • Ability to thrive in fast paced environment
  • Comfortable working and communicating as part of a global team
  • Task focused and results driven
  • Self-motivated with an eye for detail
  • Able to organise and prioritise changing workloads
  • Read, analyse and apply relevant technical information
  • Able to work independently and with limited supervision
● Certifications
  • ITIL Foundation (ideal, but will provide training)

Plus, at least one of:

  • MCP, MCSE / MCSA or equivalent
  • AppleCare Technician Training
  • CompTIA A+