IT Technical Specialist

INTRODUCTION

Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.

JOB PURPOSE

The IT Technical Specialist will provide administration and support of Burberry IT systems. The Technical Specialist will be responsible for continuously improving Burberry IT systems, as well as ensuring the availability, performance and integrity of Burberry IT systems by proactively planning for changes and capacity as well as reactively addressing system incidents and problems.

RESPONSIBILITIES

• Provision of Infrastructure and Platform services to IT and Business stakeholders;
• Provide subject matter expertise for in-scope technologies as needed by the team;
• Ownership of defined Infrastructure Operations services;
• Liaise with managed service, software and hardware support vendors to resolve incidents and to follow up with proactive measures to prevent reoccurrence across all regional technologies;
• Identify and implement continuous improvements to services and technical solutions;
• Collaborate with the helpdesk and other support teams to identify, prioritise, and resolve incidents;
• Resolve incidents within the agreed Service Level Agreements (SLAs) and to the high quality that a retail business demands;
• Document all tasks undertaken within the team including reoccurring issues and processes;
• Taking ownership of issues reported and seeing problems through to resolution;
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues;
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams;
• Research and identify solutions to software and hardware issues;
• Ensure all issues are properly logged;
• Provide support, including procedural documentation and relevant reports;
• Maintain up-to-date technological knowledge to enable the constant improvement of systems, tools, processes and procedures;
• Assist in the evaluation of application and system software packages.

PERSONAL PROFILE

Technical expertise in at least four of the below technologies, Cloud services is a must:

• Cloud services (Azure, Amazon etc.)
• Windows platforms (SCCM, Active directory, File Shares, etc.)
• Storage and backup (SAN Technologies, Backup libraries, etc.)
• Operating Systems (Linux, Windows, etc.)
• Collaboration platforms (Exchange Online)
• Database (SQL)
• Data center and hardware (VMware, HPE).

- Ability to prioritise incidents, escalate to service owners or third party providers, manage stakeholders, and minimise disruption on business or IT operations in a short time frame.

- Good understanding of inident management tools.