Your role involves providing 2nd line IT support to the business, ensuring the seamless operation of end-users to fulfill IT requirements. You are tasked with supporting all aspects of hardware and software, prioritising service requests and incidents whilst ensuring the fulfilment of service level agreements. You will act as a technical escalation point for the 1st line IT service desk. About DFSIt takes a whole lot of passion to be at the centre of what makes a house feel like home — and that’s just what we do at DFS. We’re the leading sofa retail specialist in the UK, helping people find a comfy seat on great quality sofas since 1969. We're a market leader in the UK because of one thing: our people. Our people made us who we are and will drive us into our ambitious future, together. We offer incredible opportunities to get stuck into fun and meaningful work as well as learn new skills — so you can really ‘find your thing’. Are you ready to make yourself at DFS? DFS Group is proud to be an equal opportunities employer; celebrating diversity and committed to a culture of inclusion and belonging. We extend a warm welcome to everyone, embracing a variety of voices and perspectives. As we continue to work on building a workplace that is representative of the customers we serve and the communities we live and work in, we strongly encourage applications from members of minority and under-represented groups. Across the Group, we want to create an environment where everyone feels at home. What you'll be doingDiagnose and resolve hardware and software issues.Configure and deploy laptops, desktops, printers, mobile devices, handheld terminals, tablets and google meet hardware.Support mobile devices e.g. tablets and smartphones running iOS and Android OSManage individual ticket queues, SLAs and adhering to high levels of ticket hygiene.Escalate tickets to 3rd Line Support or third party support teams when required.Follow all company standards and procedures as currently documented.Carry out regular reviews of existing processes and procedures and suggest areas for improvement.Ensure security of end user products is not compromised and follow appropriate security procedures.Maintain and update confluence operational documents, such as knowledge bases and user guides.Participate in project work, patch management, hardware refreshes and software upgrades. Actively monitor system alerts, and take appropriate action to mitigate issues.Support the audit process, and adhere to the asset decommissioning process.Ensure asset management records are accurate and well maintained.Good communication skills with the capability to articulate technical solutions to non-technical users.Provide technical expertise to the 1st line support team, and collaborate to ensure efficient resolutions.Participate in the 2nd line on-call rota, approximately 1 in every 5 weeks.The role is for you if...Knowledge of Google workspace, Active directory, Group policy, and Microsoft 365.Demonstrable all-round knowledge of Windows 10 and 11.Knowledge of Chrome OS, MacOS, Android, and iOS.Good understanding of TCP/IP/DNS/DHCP technologies.Working knowledge of Microsoft Windows Server 2016 onwards.Knowledge of software distribution and patch management.Excellent analytical skills.Stakeholder and third party management skills.Successful team player.Act as a role model for technical competence and helpfulness, and willingness to share knowledge and resources.Preferred but not essential knowledge in any of the following - MDM solutions, Enterprise AV and VPN, Monitoring tools, Managed print services and integrations, Asset and Inventory tools, and enterprise level networking solutions.Experience and Qualifications:At least 3 to 5 years of relevant practical experience troubleshooting faults in a technical environment.Experience working in an IT Service organisation or in a retail organisation.Industry certifications are desired but not essential - Microsoft, Google, ITIL, Cisco, CompTIA.Financial and commercial awareness.Proactive approach to self developing and maintaining knowledge of new and emerging technologies through industry sources, as well as formalised training and development plan.DFS Benefits Progression and Development opportunities to grow your skillsA huge 30% colleague discount, plus 15% friends & family discount across our Group (DFS, Sofology, Dwell)Generous holiday allowance – the time you need to rest and relax and the longer you’re with us, the more time you’ll get! Opportunity to purchase additional holidays each year! Enhanced maternity, paternity and adoption leave to give you the time you need to settle in with your new family memberAccess to a range of high street & online discounts from: Sainsbury’s, ASOS, Currys PC World, IKEA, John Lewis and more. Discounted Gym and Cinema memberships to help you unwindGroup Pension SchemeGroup Sharesave SchemeLife Assurance & Company Sick PayFull comprehensive training Paid days to volunteer each yearAny offer is subject to references & DBS Checks
