Technical Services Engineer

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 IT Technical 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 as you will be the face of IT and for some users, the first time they would have spoken to IT 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.

THE STUFF THAT SETS YOU APART

Put simply, for this role the key things we're looking for are:

• Provide all levels of technical support to Group Offices and Factories, always ensuring a high standard of customer service.
• Diagnose, research, and identify solutions to resolve complex technical issues promptly.
• Proactively monitor servers, networks, and infrastructure, ensuring incidents are addressed before escalating into major problems.
• Deliver reactive and proactive fault location and resolution across IT systems and services.
• Providing support for Town Halls & Events.
• Work closely with third-party suppliers to maintain high service levels and ensure swift issue resolution.
• Assist in planning, building, and implementing hardware and software for existing and new office locations.
• Create and maintain training materials to support the Global IT team.
• Contribute to various IT projects and initiatives to support business growth and technological advancements.

YOUR FUNDAMENTAL QUALITIES

• Minimum of 3 years' experience in a technical support role within a corporate IT environment.
• Strong understanding of ITIL principles and their application within an IT function.
• Experience supporting desktop users with both hardware and software-related issues.
• Proficiency in troubleshooting and supporting Windows 10/11 and macOS environments.
• Experience with Microsoft Office 365, macOS, and Meraki networking solutions.
• Hands-on experience with Active Directory, Microsoft Exchange, D365, Intune and Jamf.
• Familiarity with IT service management tools such as ServiceNow, Jira, Confluence.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Ability to prioritise workloads and work under tight deadlines.

WHAT'S IN IT FOR YOU?

• Hybrid working.
• Welcome to the family free pair of Docs.
• 65% off all Docs.
• 'Buy as you earn' Share Scheme.
• Private healthcare.
• A dedicated culture team.
• 2 paid volunteer days per year.

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.