Job Description

ARGENTO ARE AN EQUAL OPPORTUNITIES EMPLOYER

About the Company and the Role:

Belfast based multi-channel retailer Argento was founded in 1997 and now has 25 stores throughout the UK and Ireland. We have an exciting opportunity for an experienced hands-on 2nd line IT Support Team Leader to join the IT Support Technician in the busy Head Office Team working for the Argento Group (includes Argento Retail, Angus Properties, Let's Go Hydro & Let's Go Padel).

Contract

: Full time permanent

Reporting to

: Managing Director

Responsible for

: IT Support Technician (x1)

Location:

Argento Head Office, Belfast BT4 (office based and travel will be required to our various sites)

Hours of work:

Monday - Friday, 0800 - 1630, 40 hours per week

On Call :

Every other weekend, evenings, bank holidays, peak trading periods rotated with the IT Support Technician

Salary:

35,000 - 40,000 per annum, depending on skills and experience

Benefits:

Company laptop and mobile On-site Parking Use of company vehicle Generous staff discount (after completing 3-months of 6-month probation) Auto-enrolment pension scheme Eye care vouchers & Flu jab vouchers Regular staff events

Job Summary:

With a 'hands -on' approach, you will provide IT support across our multi-site company.

You will be responsible for managing the day to day running of the company's Service Desk and will be the main point of contact for escalation.

Candidates should have a proven experience in an IT support role and team leadership along with a solid understanding of technical management, information analysis, and computer hardware/software systems.

Travel will be required to sites, including England, Scotland and Ireland, including new store set ups, as well as flexibility due to working across both the Retail and Hospitality & Leisure Sector.

We have a holiday black out period (November - December including Christmas Eve and Boxing Day / the week leading up to and including Valentines / the week leading up to and including Mother's Day - where no holidays can be taken as these are our busiest trading periods)

Duties and Responsibilities:

Oversee and manage the IT support technician, delivering high quality IT support, providing excellent customer service and resolve all technical issues Maintenance and ownership of the IT helpdesk, monitor ticket flow, set priorities, ensure resolution of incidents and requests, handling escalations and ensuring tickets meet SLA Provide 2nd line IT support both remotely and on sites, prioritising and managing many open cases at one time Train and provide direction for the IT support technician to ensure they are well equipped to handle escalated issues Diagnose and resolve hardware, software, and network issues Maintenance and administration of the IT infrastructure including EPOS and customer management, server and network configuration, security, accessibility, connectivity, and backup Oversee and assist with security of the company networks and data, by deploying appropriate controls and systems Review, develop and improving IT policy, procedure and documentation and best practice guides & processes Conduct regular system audits and health checks, monitoring network performance to ensure optimal service delivery Oversee and assist with installation and configuration of IT hardware and software including desktop PCs, laptops, printers, mobile devices, Networking equipment, CCTV and audio systems Assist in the build and deployment of desktops and laptops and support of all end-user equipment Guaranteeing the smooth running of all ICT systems, including anti-virus software, print services and email provision Regular reporting to Managing Director on IT systems status and working with senior management on projects and improvements Flexibility is required to work out of hours and weekends to deal with IT emergencies and ensure continuity of IT service including during peak periods and bank holidays

The successful candidate will have the following essential criteria:

HND/HNC, NVQ4, Foundation Level qualification or equivalent in Information Technology, IT Service Management (ITIL), Computer Science or related field With at least 2 years' experience in an IT support role and team leadership, along with a solid understanding of technical management, information analysis and computer hardware/software systems Solid experience providing 2nd Line / Systems Admin / Helpdesk / Desktop support role to a diverse range of users across a large portfolio Proven line management responsibility, with ability to plan and priorities own work and that of others Experience of IT service management in a support capacity, including incident and problem management, managing teams, contractors and suppliers Track record of providing support of PCs, laptops, printers etc for a large business application (for example, Retail, Hospitality, Finance) in a complex organisation Experience of IT hardware and software asset management and networking principles with the ability to diagnose and troubleshoot technical issues Experience with retail software, with a good understanding of how it works and experience setting it up (EPOS, Ecommerce, SAGE, CCTV and Audio systems etc) Excellent knowledge of Microsoft Operating systems, Windows 10, Windows 11, Server 2008-2019, Active Directory and Microsoft 365/Azure Solutions, SQL Experience of working under pressure to resolve major IT incidents and problems (i.e. affecting a large number of users, or across multiple sites) Competency in Office 365 administration - as a user, but also admin setup etc Solid networking knowledge, DNS DHCP, LAN/WAN, VPNs etc Experience of data backup systems Experience of managing telephony systems, IP telephony, cloud-based systems, and mobile management Ability to be hands on, preparing for IT set up in store refits, for example, wiring plugs, pulling through cables, putting up shelves etc Highly organised and detail orientated, with strong leadership and decision-making skills, with confidence in managing multiple priorities Ability to manage high-pressure, fast-paced workloads, meeting deadlines, while keeping calm and productive Natural leader -- self-motivated, dynamic, confident, approachable, and structured Looks for solutions and patterns, not excuses Excellent interpersonal, written and verbal communications skills, have a questioning style and understanding manner Willing and able to travel including overnights and weekends to meet operational need Hold a current, full clean driving licence and own transport Right To Work Documents (UK Citizens - Passport or Birth Certificate & NI / All other Citizens - Copy of Sharecode Document.

Desirable Experience

Experience with Dell Servers & SAN, Ubiquiti, Fortinet, Hyper-V, MDM, Retail Systems / ERP Project management experience, upgrading Servers, implementing new systems and software

How to apply:

If you are experienced and looking for a new challenge, we would love to hear from you - please forward your CV and Cover Letter detailing how you meet the criteria

Candidates who are offered employment will be required to produce proof of identification and proof of eligibility to work in the UK

Argento uses the Disclosure and Barring Service (DBS) to assess applicants' suitability to work in positions of trust; candidates therefore may be asked to obtain a basic disclosure from the DBS.

Please note, an immediate start is available and preferred

Job Types: Full-time, Permanent

Pay: 35,000.00-40,000.00 per year

Benefits:

Company events Company pension Employee discount Free flu jabs Free parking
Experience:

IT Team Lead: 2 years (required) IT service management: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person