IT Support Specialist, IT

Join our IT team at Helen of Troy and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June. Together, we build innovative and useful products that elevate people's lives everywhere, every day.

Look around your home, and you'll find us everywhere, in your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent!

Position: IT Support Specialist

Department: IT

Work Location: London, Southwark / Waterloo (Office based 5 days per week)

Work Type: Permanent,  Full time

What you will be doing:

Provide end-users, both local and remote technical support of desktop and laptop hardware and software.

Research, analyse, and diagnoses problems with client systems including PC hardware and software, servers, peripheral equipment, and networks

Install, configure, upgrade, and troubleshoot computer software and hardware, including PC and Mac workstations, servers and peripherals as well as network and voice cabling

Key Responsibilities:

• Assisting in managing regularly used servers and services including e-mail, print and back-up servers, and their associated operating systems and software
• Support, maintain, and troubleshoot local network as well as WAN and VPN connectivity, liaising with other IT Departments worldwide
• Identify and implement technologies and methods of using existing software to help users work more efficiently
• Liaise with vendor’s support teams to resolve technical problems or make improvements with desktop computing equipment and software, servers, and software
• Work with end users to enforce incident management through the Incident Management system to ensure established service levels are understood and met
• Analyse performance of incident management activities and detailed resolutions, identify problems, and devise and deliver solutions to improve quality of service and to prevent future problems
• Design and enforce request handling and escalation policies and procedures
• Access software updates, drivers, knowledgebase, and FAQ resources on the internet to aid in problem resolution
• Track and analyze trends in incident reports and generate statistical reports
• Assess the need for any system reconfigurations (minor or significant) based on incident trends and make recommendations
• Follow and promote Best Practice to ensure Company Systems and Data are protected from threats

Experience, Skills and Qualifications required:

• 2 + years providing 1st/2nd Line Support to a diverse userbase, ideally across multiple countries.

• In-depth knowledge of Microsoft Office Outlook, Excel, Word, Visio, SharePoint (MOSS), etc.

• Solid grasp of configuring, installing and repairing computer and printer hardware

• Experience supporting remote users and offices

• Familiarity with Dell & Lenovo hardware, IP based phone systems

• Strong understanding of networking principles including TCP/IP, routing, VLANS, WAN

• Experience of Citrix/Terminal server and VMWare environments preferred

• Customer service oriented, proactive, flexible and adaptable

What do we offer?

💸 Competitive compensation package depending on experience and skills

💻 Flexible work policy with regards to working hours and work from home

☀ Increased flexi-days package after 1 year of service

👌 Perkbox

💼 Modern office with collaborative workspaces

👂 Employee assistance counselling line

🎁 Employee discounts on all our EMEA products

💪 Lunch and Learns

🏝 Company closure between Christmas and New Year’s

📈 Employee Stock Purchase Plan

👌 The chance to work in an international, diverse, and inclusive environment!

Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands! Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

#LI-AC1

Founded in 1968, Helen of Troy is a leading global consumer products company with operations across North America, South America, Europe, and Asia.  Our portfolio includes trusted brands such as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June – many of which rank among the top brands in their consumer goods categories.

We grow and strengthen our brands through innovation, operational excellence, and a collaborative culture focused on delivering exceptional products and experiences for consumers worldwide.

The above statements are intended to describe the general nature and level of work performed and are not intended to be an exhaustive list of responsibilities.

Management reserves the right to modify the duties and responsibilities of the position at any time.