Overview
Job Title: 2nd Line Engineer
Reporting to: Senior IT Manager
Location: Head Office, White City Place, West London
Contract Type: Full time, 37.5 hours per week
About Us
ME+EM is one of the UK's fastest-growing luxury fashion brands. In addition to a thriving global digital presence, we operate flagship stores in London and Edinburgh, concessions within Harrods and Selfridges, and have recently expanded with new store openings in the U.S.
At ME+EM we are an entrepreneurial, creative, and passionate group of people. We work hard, are enthusiastic to learn and are not afraid to take risks. Everyone contributes to our success at all levels, and that precisely what makes being a member of the team so rewarding.
About the Role
This role plays a critical part in resolving complex IT issues and maintaining the stability and performance of IT systems within ME+EM.
Responsibilities
* Provide expert second-line support for complex issues escalated from 1st line, ensuring resolution within agreed SLAs while keeping users informed with regular, clear updates throughout.
* Investigate and diagnose software, hardware, and network problems, identifying root causes to prevent recurrence rather than treating symptoms.
* Escalate unresolved issues to 3rd line support or vendors where appropriate, ensuring thorough handover documentation and continuity of SLA compliance.
* Assist with the installation, configuration, and ongoing maintenance of servers, networking equipment, and other IT infrastructure components.
* Ensure all systems are kept current with patches and maintained in line with company security standards.
* Collaborate with IT teams and vendors to deliver application upgrades, patches, and enhancements with minimal disruption.
* Ensure daily backups have executed successfully; take prompt remedial action on any failures.
* Actively participate in IT projects across planning, implementation, and post-go-live support.
* Conduct post-implementation reviews to assess effectiveness and identify opportunities for improvement.
* Develop and maintain clear, standardised documentation and procedures for both new and existing infrastructure.
* Review support trends to identify recurring issues and drive proactive, lasting fixes.
* Provide guidance and mentorship to 1st line engineers, identifying training opportunities and ensuring new support requirements are properly understood and documented.
* Ensure IT purchasing decisions are cost-effective and aligned to business needs.
Skills
* Experience supporting and administering Microsoft 365 or Google Workspace environments, including user lifecycle management, licensing, and policy configuration
* Proven experience with Windows 11 and macOS endpoint management using tools such as Microsoft Intune or Jamf or equivalent
* Experience troubleshooting LAN/WAN networking issues, including DNS, DHCP, and VPN technologies
* Strong stakeholder management experience with excellent relationship building skills
* Experience in project management and/or delivering tasks on time according to strict deadlines
* The ability to investigate and troubleshoot underlying issues
* Experience of writing procedural and/or support documentation
* Excellent organisational skills with the ability to multi-task
* Ability to manage own time effectively and to be prompt and punctual
* Drive, self-motivation and ability to work under own initiative
* Knowledge and understanding of best practice framework for the delivery of IT services
* Sound knowledge and experience of supporting range of IT applications, platforms and technologies
* Ability to clearly and accurately communicate processes and procedures verbally and in writing
* Experience of working accurately and confidently with service desk tools and technology
* Experience of delivering a high level of customer service
Employee Benefits
* 33 days annual leave for full time employees (25 days holiday + 8 bank holidays)
* A day off to celebrate your birthday.
* Pension Scheme
* Group Life Insurance
* Employee Assistance Programme (EAP)
* Length of Service Award
* Refer a Friend Scheme
* Staff uniform for retail employees
* Generous Staff and Friends and Family Discount
* Annual Volunteer Day
* Cycle to Work Scheme
* Tech Scheme
* Eye Care Vouchers
* Real Living Wage Employer
* Employee led committees
* Social events and biannual parties
* Enhanced maternity and paternity package after 2 years of service.
ME+EM is an equal opportunities employer committed to fostering and preserving a culture of diversity, equality, and inclusion in our workforce. As an equal opportunities' employer, we do not discriminate against applicants based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that diversity enriches our workforce and strengthens our organisation. Therefore, we encourage minorities, LGBTQ+ candidates, and individuals with disabilities to apply for opportunities within our company.
Please email [email protected] should you require any adjustments needed to take part in this recruitment process.
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