First Line/Second Line IT Support

Mail Boxes Etc. (MBE - www.mbeglobal.com ) is one of the world’s largest networks of retail-based service centers operating as a third-party service provider of shipping, logistics, printing and marketing solutions to small and medium enterprises and consumers. Through our network of people, we help businesses and private persons to improve their productivity by outsourcing those requirements and processes not corresponding to their core business. Headquartered in Milan, Italy, MBE Worldwide has under three distinct brands about 2.500 locations operating in 47 countries.

IT Support Specialist for UK

Working closely with the rest of the UK IT team, the candidate he/she will be responsible for running IT operations mainly through support activities within the UK subsidiary.

He/she will report to the IT Business Manager for UK.

Main tasks and responsibilities:

• Provide First level support on all the IT platform provided to the UK Franchisee Network, meaning:
• Maintain and troubleshoot various IT problems (software, hardware, business applications),
• Seek information on technological developments, in order to maintain technical skills.
• Assist and support customers with new IT tools.
• Escalate to the Second level support group (mainly at Worldwide level or other UK internal department) when needed and manage the final closure of the ticket
• Manage at local level minor issues.
• Support the local team in the UK roll-out of different IT products and services (store ERP platform, CRM tool, CMS plugins, module for print & marketing, module for logistics)
• Support the ERP platform migration and roll-out process by working on the configuration needed and with the UK team on training activities (manuals, videos, etc.)
• Advice, training and support centers. Ensure the fulfillment of IT projects deployment in the franchisees network at country level coordinating and adapting tools, processes and platforms to local needs
• Gather the fulfillment of activities always in respect of Country business target and goals
• Gather the fulfillment of activities always in respect of WW IT strategy and guidelines
• Report to the IT Business Manager the filtered request from the network classified by level of urgency and/or importance.
• Ability to escalate priorities at Global level when needed
• Help, train and advise franchisees about IT tools related to business opportunities.

Skills and experiences:

· At least 2-3 years in similar position in organized Help-desk environment better if experienced in the retail sector

· Good experience on Project Management

· Good functional analysis experience and skills

· Advanced to expert user of Excel and good grasp of data analysis

· Goal-oriented approach

· Excellent knowledge of personal productivity tools (Word, Excel, PowerPoint, etc.)

· Solid IT background with skills on simple system administration, network configuration and day by day office support

· Basic Knowledge of the main integration technologies (API, WebServices…)

· Basic experience in structured Held-Desk processes

· Great team work attitude

· Ability to solve problems effectively and efficiently

· Structured approach, process oriented, multi-tasking and ability to prioritize

· Willing to learn showing enthusiasm for technology and business with a proactive attitude

· Solid communication skills, ambitious and able to build strong relationships with internal and external business partners

· Bachelor’s Degree in Information Technology or equivalent will be considered as a plus

· Willingness to travel.

Place of work: Accrington, with occasional travel to London. Remote working policy in place (60office/40remote)

1 year contract, with possible extension.

Job Types: Full-time, Temporary contract
Contract length: 12 months

Salary: £30,000.00-£35,000.00 per year

Benefits:

• Company pension
• On-site parking

Schedule:

• Monday to Friday
• No weekends

Ability to commute/relocate:

• Accrington: reliably commute or plan to relocate before starting work (required)

Education:

• Bachelor's (preferred)

Work Location: Hybrid remote in Accrington