As a member of our Technical Support Team, you will provide technical expertise, knowledge, and support; ensuring IT services are working efficiently by providing a timely response to incidents and requests raised by our internal clients.
This role combines both hands on and global remote technical support. We encourage creative and innovative thinking and solutions.
Our people and teams have plenty of opportunities to challenge themselves and take on exciting projects. 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 following agreed procedures and SLAs;
Provide direct support and troubleshooting help to end users through triaged service queues;
Provide hardware to Farfetch in country new starters, leavers and transfers, as needed 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, including data log collection, statistical analysis and proper reporting standards;
Recycle hardware correctly;
Help with Root Cause Analysis;
Manage or partake in Corporate IT Projects and systems deployment.
WHO YOU ARE
Background in a technical 1st / 2nd / 3rd line IT Support role;
Comfortable working and communicating as part of a global team;
Able to read and analyse relevant technical information;
S trong desktop / laptop / mobile device technical experience with most of PC and Mac devices and OS;
Knowledge in Desktop OS and applications including Windows 10, Mac OS / MacMail, G-Suite and Office 2010 - 2016 / O365;
System Centre EndPoint Protection, InTune, JAMF, LanSweeper, Sophos;
Familiar with Video Conferencing tools and solutions - Polycom platform preferred and preferred tools Zoom, Skype for Business / Teams;
Instant Messaging - Slack preferred;
Security systems and appliances;
Cloud - MS Azure, AWS, GoogleCloud;
Browser-based applications including GoogleMail, FTP clients and multiple browsers;
PoS / EPoS;
Use Service Desk tools Jira preferred.
REWARDS & BENEFITS
Health insurance for the whole family, flexible working environment and well-being support and tools
Extra days off, sabbatical program and days for you to give back for the community
Training opportunities and free access to Udemy
Flexible benefits program
FARFETCH Equity plan