IT Support Technician

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About the Company

Monica Vinader is a British jewellery brand that celebrates individuality and creativity. Our accessible products and superior services are the epitome of inclusive luxury.

Monica Vinader jewellery is easy-to-wear, style and personalise. The brand has a number of stores, including Flagships in London, New York, Dubai and HK and is stocked in the world’s premier department stores from Harrods and Selfridges in London to Shinsegai in Korea.

The brand’s unique designs and modern craftsmanship have won a diverse celebrity following including Olivia Palermo, the Duchess of Cambridge, and Kate Winslet. Our iconic friendship bracelets, vibrant gemstones and contemporary diamond pieces have made Monica Vinader a global success.

About the Role

Reporting to the Product and Technology Team, you will be responsible for providing support for all engraving related issues and to implement training across the business and at partner locations. You will work with other business functions, including the New Product Development team to develop engraving options and to ensure new designs are suitable for engraving.

Key Responsibilities

Ongoing support and training

* Provide first / second line support for all engraving related issues and requests, across head office, retail and international partner locations covering multiple timezones.

* Troubleshoot issues relating to engraving hardware, software and the associated IT equipment that supports our engraving services.

* Manage the engraving service desk, prioritising tasks and ensuring updates are provided regularly to clients and ensure all SLA’s are met.

* Monitor support requests out of hours and be prepared to assist urgent requests

* Own the engraving knowledge base, developing and maintaining training documentation and video assets.

* Oversee the regular servicing, testing and certification of engraving machines and accessories, ensuring our fleet of machines are operating as expected.

* Assist at Monica Vinader and partner locations with repairs and machines on loan as required.

* Train all new engraving associates at Holkham and regularly engage with engraving Super Users at retail and partner locations, to assess their level of engraving competency.

* Define a testing and certification programme, so we can ensure engraving operators have a consistent level of knowledge and experience.

* Provide regular reporting on service desk activity and the status of equipment.

On-going development and improvements

* Populate and maintain our engraving database of product and option configurations, ensuring they are all tested and working as expected.

* Work with New Product Development team to develop engraving options for new collections and products.

* Ensure new designs are suitable for engraving and that pieces are fully tested before launch.

* Support the onboarding of new partners and the roll out of new engraving locations.

* Responsible for provisioning jigs for current and new products either designed and printed in house on our 3D printer or outsourced to a relevant supplier.

* Work alongside other business functions to ensure that they are kept updated and their requirements are met.

* Work with our wholesale team to ensure training materials and functionality has been localised to the partner countries requirements.

* Work with the broader Product and Technology team to continually improve our customer facing (end user, retail or partner) and operational engraving experience.

Position Requirements

Skills & Experience

Required Skills

* At least 2 years of experience in a fast paced customer focused IT support environment

* Strong ability to build trusted relationships through a professional but personable approach

* Multi-tasker with the ability to prioritise workload

* Experience working in a service desk environment with SLA’s..

* Experience with remote troubleshooting of issues both via email, web chat, phone or remote desktop

* Strong Knowledge or PC Hardware & IT Systems such as MS Windows, Graphics Software etc

* IT infrastructure knowledge

* Excellent verbal and written English communication skills

* Strong knowledge of MS Word, PowerPoint, Excel

Prefered skills

* Experience of Gravograph engraving machines and software

* Experience of using CAD software and 3D printing

* Experience with Adobe photoshop and Inkscape

* Knowledge of Apple IOS

* Knowledge of Printer hardware maintenance

* Experience in developing training assets

* Project management experience

Education

* Minimum academic level required: A Level / NVQ

* Ideal academic level preferred: Degree in relevant subject

* Professional Qualifications: CompTIA A+ / Network+ or MCP/MCSA desirable

Mobility Requirements

* To be able to travel to the Holkham Studios location, a car is a necessity.

* Travel to London head office and stores

This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company.

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