Technical Support Specialist

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.

We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.

TECHNOLOGY

We're on a mission to build the technology that powers the global platform for luxury fashion. We operate a modular end-to-end technology platform purpose-built to connect the luxury fashion ecosystem worldwide, addressing complex challenges and enjoying it. We're empowered to break traditions and revolutionise, with the freedom and autonomy to make a difference for our customers all over the world.

PORTO

Our Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment. From Account Management to Technology and Product, whatever your skills are, you'll find your fit here. You can have an informal meeting in the treehouse or play the piano in your lunch break!

THE ROLE

As a valued member of our Technical Support Team, you will play a crucial role in providing technical expertise, knowledge, and support to ensure the efficient functioning of IT services. This involves promptly addressing incidents and requests raised by our internal clients, combining both hands-on and global remote technical support. We foster an environment that encourages creative and innovative thinking, offering numerous opportunities for personal and professional growth through challenging projects. If you're ready to leverage your talent, expertise, education, and certifications to drive the success of the global luxury fashion platform, we're excited to offer rewarding career advancement opportunities within our dynamic global business.

WHAT YOU'LL DO

• Resolve IT incidents and requests in accordance with established procedures and SLAs.
• Provide direct support and troubleshooting assistance to end-users through triaged service queues.
• Coordinate the provision of hardware to new starters, leavers, and transfers at Farfetch locations as required by the IT Service Team Lead.
• Develop Knowledge Base Articles to document and resolve hardware and software troubleshooting incidents and problems.
• Deploy and configure hardware upgrades, software updates, security patches, and other necessary items as required.
• Participate in mandatory compliance activities, including data log collection, statistical analysis, and adherence to reporting standards.
• Ensure proper recycling of hardware.
• Assist with Root Cause Analysis.
• Manage or participate in Corporate IT Projects and systems deployments.

WHO YOU ARE

• Previous experience in a technical 1st/2nd line IT Support role.
• Comfortable working and communicating effectively as part of a global team.
• Proficient in reading and analysing relevant technical information.
• Technical experience with desktops, laptops, and mobile devices across both PC and Mac platforms.
• Familiarity with Desktop OS and applications, including Windows 10, Mac OS, MacMail, G-Suite, and Office 365 (including legacy versions 2010-2016).
• Knowledge of System Centre Endpoint Protection, InTune, JAMF, and MDATP.
• Familiarity with Video Conferencing tools and solutions, with a preference for the Polycom platform and preferred tools such as Zoom, Skype for Business/Teams.
• Understanding of security systems and appliances.
• Experience with cloud platforms such as MS Azure, AWS, and GoogleCloud.
• Proficiency in browser-based applications including GoogleMail, FTP clients, and multiple browsers.
• Ability to use Service Desk tools, with a preference for Jira.

As a valued member of our Technical Support Team, you will play a crucial role in providing technical expertise, knowledge, and support to ensure the efficient functioning of IT services.