SO, WHAT'S THE STORY
We are on an exciting journey to drive impactful change within our Enterprise Technology team. As part of a global fashion retailer, quality is of paramount importance. This is your opportunity to join a dynamic team, collaborating to lead a team to work in our End User Services team to provide exceptional support to our back office & retail colleagues in multiple locations
We operate a remote first support model from Bengaluru office, and as such you will be working with colleagues from all parts of the company.
THE GIG
As an End User Services Support Engineer in our Enterprise Technology team, you will:
- Provide first & second line support for all IT related issues, including hardware, software, retail systems, data services etc
- Respond to and resolve support tickets in line with our agreed SLAs, ensuring resolution is recorded
- Provide feedback to colleagues on repeat issues, so that services can be refined to eliminate problems
- Troubleshoot and resolve issues relating to both Windows & MacOS operating systems
- Troubleshoot and resolve application issues
- Maintain up to date documentation and support materials
- Provide high quality customer service to our colleagues
- Participate in IT projects as required
THE STUFF THAT SETS YOU APART
Experience:
- 23 years experience in first and second line IT support roles.
- Able to work shift patterns, including overnight and weekends, across office, retail, and distribution environments.
- Skilled at independent triage, troubleshooting, and resolving issues during critical business operations (retail hours, warehouse periods).
- Strong Windows 10/11 and macOS expertise; hardware/software diagnostic skills required.
- Excellent problem-solving, analytical, and customer service skills, with a focus on first-time resolution.
- Familiarity with ITIL principles preferred.
- Experience supporting users in a retail organisation highly desirable.
- Capable of end-to-end ticket management, clear communication, SLA compliance, and precise ticket documentation.
- Proficiency with Windows/macOS troubleshooting, Office 365 support, and account management (Active Directory or Entra).
- Skilled in remote support tools, POS/till, store device support, and connectivity issue triage.
- Ability to prioritise/escalate incidents during peak trading; understands store-impact impact.
Technical Skills:
- Experience with IT management systems such as ServiceNow, JIRA, or similar.
- Proficient in Azure Entra/AD, user account management, and basic networking (TCP/IP, DNS, DHCP).
- Hands-on experience with Office 365 administration.
- Comfortable supporting operational/warehouse users and shared devices, understanding fulfilment impact.
- Adept at escalating and resolving access or application issues as needed.
Soft Skills:
- Excellent communication and stakeholder management.
- Strong analytical mindset with problem-solving capabilities.
- Ability to thrive in a fast-paced environment with multiple priorities.
Education:
- Bachelor's degree in a relevant field or equivalent experience.
- ITIL qualification is desirable
We live and breathe Rebellious Self Expression at Dr. Martens, and there are 3 core values at the heart of it. They never stand alone, but work together as a balancing act of rights and responsibilities to support how we work together at DMs. BE YOURSELF. ACT COURAGEOUSLY. SHOW YOU CARE.
At DM your technical capability will go hand in hand with the below:
- Great relationship management that delivers results through effective teamwork
- You'll be a proud custodian to our DM's culture, embodying what we stand for and encouraging others to do the same
- You'll help build a highly engaged team ensuring a collaborative culture and providing guidance & support to other team members
- You will take ownership for your own development, proactively seeking out feedback to build self-awareness
- You will bring the outside-in; you'll share best practice across the team/business and encourage ideas sharing as well as collaborative problem solving
- You'll lead the way and role model on all things DE&I & wellbeing
