IT Support Analyst

Description of Kurt Geiger

Kurt Geiger About Us

We are an inclusive, creative footwear and accessories brand powered by kindness. We aim to empower our talent to be confident and true to themselves, the London way. London is our home, our heartbeat, and we draw inspiration from its energy and spirit; its diversity and creativity. Our team of in-house shoe and accessory designers has been creating authentic, distinctive designs from our London headquarters for over fifty years. The rainbow is our signature, representing good energy and love for our community and the many ways we express our individual style.

Our Values

• We Are One: For Love, Diversity, Change, Equality, Kindness, Freedom, Unity
• Against Racism

Job Requirements

We are seeking an IT Support Analyst to join our team. The role primarily involves:

• Providing first and second-line support for core business applications, including POS systems, SaaS and PaaS platforms, and internally hosted applications
• Handling support queries via email, phone, and walk-ins, with proper ticket logging
• Managing application incidents and service requests using a ticketing system, ensuring timely resolution
• Collaborating with third-party suppliers and service providers for incident resolution
• Escalating incidents appropriately, especially security issues or major outages
• Processing starters, leavers, and amendments within SLA
• Identifying opportunities for support improvement through training, technology, or process enhancements
• Contributing to IT projects, ensuring deadlines are met
• Supporting stores across the UK and ROI as needed
• Supporting the EPOS solution and backup systems to ensure data integrity
• Supporting global users and stores internationally

Work is hybrid, involving working from home, the office, and potential travel.

Skills and Technical Knowledge

• Experience supporting over 200 users in a similar role
• Strong skills in Windows 10, Apple OS, Azure AD, AD, Group Policies, Office 365, Azure Virtual Desktop, Jamf Cloud, and Intune Autopilot
• Knowledge of VOIP systems, Windows imaging, servers, Cisco Meraki MDM, SDWAN, networking (TCP/IP, DNS, VPNs, VLANs), and mobile device deployment
• Experience with EPOS technology, SaaS POS solutions, PCI/P2PE, Jamf Pro, Windows servers, AWS, and POS systems like NewStore is advantageous

Technical Responsibilities

• Building, configuring, and installing hardware, software, and networks
• Monitoring and responding to system events, including outages and security breaches
• Using security software to maintain a safe environment for systems and users

Compliance and Support

• Creating documentation for processes and systems
• Auditing equipment and maintaining asset records
• Maintaining support knowledge base and improving support processes
• Adhering to Kurt Geiger's technology and security standards

Our Culture and Benefits

We are a fast-paced, innovative brand that values progress, kindness, and work-life balance. Our benefits include competitive salary, pension, gym discounts, retail support, store discounts, monthly half-day Fridays, and more.

Our stores have a rich history, starting from London Bond Street in 1963, now with a global presence including over 70 stores in the UK and more than 400 worldwide, including flagship and department store partnerships.