Dr. Martens is a globally recognisable and culturally influential British brand, with over 60 years of rich heritage. As brand custodians, we are lucky to work for a dynamic, thriving, and ethical business, with people from diverse backgrounds, who bring their true selves to work, and where anyone can grow their career.

We are guided by three core values that are at the heart of everything we do: be yourself, act courageously, and show you care. They make us who we are and inspire us to push boundaries, embrace our individuality, and stand up for what's right.

THE GIG

Is providing great customer support your thing? Do you have a head for problem solving and an eye for detail? If so, our Technical Services Engineer role could be for you.

We are looking for a forward thinking, dynamic, hardworking individual to join our Technical Services team.

You will be responsible for providing a professional, high-quality service whilst supporting 2nd Line queries via the Tech Bar. As you will be our 2nd Line support, you will need to have excellent customer service skills. You will be the face of Technology and for some users, the first time they would have spoken to Technology at Dr. Martens.

The role involves answering, logging, triaging and effectively resolving tickets where possible or escalating to the relevant team where necessary. Whilst also supporting the business with more technical issues, you may also be involved in some exciting projects. So good organisational skills and attention to detail is a must.

You’ll be confident thinking on your feet, showing initiative and independence.

We believe each role is as unique as the person who does it. To be our Technical Services Engineer you will also possess these qualities:

• Technical IT background with 3+ years’ experience in a technical support role.
• Understanding of ITIL, ITIL’s framework and how this applies to the IT Function
• Experience in supporting desktop users, both hardware software related systems.
• Strong communication skills with the ability to work within a team.
• Experience of Office 365
• Experience of MAC OS
• Experience with using and troubleshooting windows 10 & MAC OS
• Experience working with Meraki
• Positive attitude and willingness to learn.
• An ability to work to tight deadlines and manage priorities.

THE STUFF THAT SETS YOU APART

• Deliver all levels of technical support to the Group Offices, maintaining a high degree of customer service for users at all times.
• You enjoy researching, diagnosing, and identifying solutions to resolve complex technical issues in a timely manner.
• Provide all aspects of reactive and proactive fault location and resolution.
• Proactive monitoring of servers, networks and infrastructure to ensure that incidents are addressed before they develop into problem.
• Work proactively with 3rd party suppliers to ensure high levels of service are maintained at all times.
• Assist with the planning, building and implementation of hardware and software for our existing and new offices.
• Create and maintain training material to be used by the Global Technology team.
• Contribute to deliver and support a variety of Technology initiatives.

At DM your technical capability will go hand in hand with the below:

• Great relationship management that delivers results through effective teamwork
• You’ll be a proud custodian to our DM’s culture, embodying what we stand for and encouraging others to do the same
• You’ll help build a highly engaged team – ensuring a collaborative culture and providing guidance & support to other team members
• You will take ownership for your own development, proactively seeking out feedback to build self-awareness
• You will bring the outside-in; you’ll share best practice across the team/business and encourage ideas sharing as well as collaborative problem solving
• You’ll lead the way and role model on all things DE&I & wellbeing

WHAT’S IN IT FOR YOU?

• Welcome to the family free pair of docs
• 65% off all docs
• A dedicated culture team focusing on wellness and charity.
• 2 paid volunteer days per year
• 4.30pm Friday finish
• Amazing Camden based offices with roof terrace overlooking the canal
• Private healthcare

Are you ready to fill your boots? Apply now.

At Dr. Martens, we are committed to creating an environment in which we can all be our best and bring our authentic selves to work. We encourage applications, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, or disability. Diverse and inclusive teams have a positive impact on our brand; helping us to speak authentically to our consumers.

We strive to develop a business where our people can thrive and feel empowered to express themselves. Because we believe everyone should feel supported and included whatever their role in the Dr. Martens community.

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