IT Support Technician
Posted on Dec 8, 2018 by Monica Vinader
Monica Vinader (MV) is a British luxury jewellery brand with a creative style and exceptional craftsmanship.
Successfully striking the balance between fashion and fine jewellery, MV creates individual contemporary pieces that are instantly wearable. Monica's unique designs, which include iconic friendship bracelets, vibrant gemstones and cutting-edge diamond pieces, have made Monica Vinader internationally successful and the brand is experiencing exceptional growth.
The business currently has boutiques and franchises in London, New York, Dubai, Singapore, Korea and Hong Kong, plus a rapidly growing global department store footprint. It currently employs over 150 staff and turnover has increased dramatically in the last three years and will reach £42m for 2018.
Future plans support continued growth of the business, including a further roll-out of its own and franchised stores, expansion of its wholesale distribution, particularly in the US, as well as continued investment in its own e-commerce channel.
Further information is available at
About the Role
Reporting to the IT Manager you will work within the IT and Engraving functions. Responsibilities will include providing 1st and 2nd line support to both Head Office locations and our growing network of retail outlets both in the UK and overseas. This will involve supporting a diverse range of hardware, software and bespoke business applications. You will also be able to get involved in the ongoing rollout of new technologies, systems improvements and new retail locations.
We are looking for an IT Professional with a genuine interest in new and emerging technologies. At Monica Vinader one of our core company values is "Customer Obsession" and within the IT Team this is no exception. You will be joining a dedicated Team who work together to provide an IT Service that we can all be proud of.
•Ensure that all support requests are logged and prioritised in our Service Desk environment in line with defined SLA's
•Take ownership and resolve 1st / 2nd line support requests making sure they are resolved to a high standard whilst ensuring all SLA's are met
•Provide 1st / 2nd line support on our bespoke engraving platform to both company owned and partner locations.
•Provide technical support to our international retail outlets including troubleshooting POS, connectivity and engraving.
•Setup and installation of new hardware / software, including Laptops (Windows and Mac), Mobiles, Tablets etc.
•Help to identify areas for improvement by employing root cause analysis on service desk data.
•Be part of the IT on call rota providing out of hours support for high priority issues.
•Assist with the rollout of global infrastructure, systems improvements and new retail locations.
•Ensure the IT Knowledgebase is kept up to date and relevant.
•Ensure all IT Assets are tagged and kept up to date.
•Assist with or manage ad hoc projects as required by the IT Manager.
Skills and Experience
•At least 2 years of experience in a fast paced customer focused IT support environment.
•Exceptional customer service.
•Ability to build trusted relationships through a professional but personable approach.
•Multi-tasker with the ability to prioritise workload.
•Genuine passion for technology.
•Experience working in a SLA driven service desk environment.
•Excellent knowledge or PC Hardware & IT Systems such as MS Windows, Mac etc.
•Experience with remote troubleshooting of issues both via email, web chat, phone or remote desktop.
•Experience of working with Google's GSuite Business or Enterprise
•Knowledge of IT infrastructure (Lan, WAN, Wifi etc.)
•Excellent verbal and written English communication skills
•GSuite Administrator Certified
•CompTIA A+, Network+ and Security+ desirable
•Jira Service Desk and Confluence
•Retail POS Systems (CEGID),Telephony (Shoretel),
•Experience of Gravograph engraving machines and software
•Experience of CISCO Meraki Systems Manager
•Experience with internal documentation and developing training assets
Relevant Bachelor's Degree or equivalent experience desirable
Ability to document your authorisation to work in the United Kingdom
Flexibility to travel to Norfolk Head Office and UK retail locations on an ad hoc basis
Our Aims and Values
Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:
Our customers are at the core of everything we do. We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.
We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.
We are passionate about what we do and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.
We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage.
We focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers.
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.