Job Description

Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come work with Pattern! We want you to use your skills to push one of the fastest-growing companies.



Pattern accelerates brands on global ecommerce marketplaces, leveraging proprietary technology and AI. Utilizing more than 46 trillion data points, sophisticated machine learning and AI models, Pattern optimizes and automates all levers of ecommerce growth for global brands, including advertising, content management, logistics and fulfillment, pricing, forecasting, and customer service. Hundreds of global brands depend on Pattern's ecommerce acceleration platform daily to drive profitable revenue growth across 60+ global marketplaces--including Amazon, Walmart.com, Target.com, eBay, Tmall, TikTok Shop, JD, and Mercado Libre.



Pattern has been named one of the fastest-growing tech companies headquartered in North America by Deloitte and one of the best-led companies by Inc. We place employee experience at the center of our business model and have been recognized as one of Newsweek's Global Most Loved Workplaces.



We need an IT Support Technician to provide essential IT support to our UK, and global team members. The technician will collaborate regularly to implement actionable solutions to help desk requests through tickets, emails, chat, and phone calls.
This is a part-time position based in London, working three days per week (Tuesday - Thursday).
###

What is a day in the life of an IT Support Technician?

+ Setting new starters up with IT and ensuring they have the correct equipment for day one. + Respond to and resolve help desk requests through tickets, email, chat, and phone calls.
+ Escalate complex issues to senior IT staff when needed.
+ Set up and deactivate user accounts following IT policies and security standards.
+ Provide remote support with tools like RDP or TeamViewer.
+ Troubleshoot and resolve issues with laptops, desktops, printers, networking, software, and AWS.
+ Support employees on Windows, MacOS, and Google Workspace.
+ Ensure security by following access controls and IT best practices.
+ Document fixes and maintain accurate records in the helpdesk system.
+ Meet SLAs by resolving tickets quickly and effectively while minimising downtime.
+ Researching and purchasing new equipment where needed
+ Tech room management, and daily tech management

###

What will I need to thrive in this role?

+ 2-4 years of IT/help desk support experience + Familiarity with Windows and macOS, Microsoft Office, and Google Workspace.
+ Basic understanding of networking (Wi-Fi, DNS, VPN, etc.).
+ Experience with remote support tools like RDP, TeamViewer, or similar.
+ Strong problem-solving and communication skills.

###

Nice to Have

+ Experience with wider tech apps, e.g. Salesforce, Zoom, Workday, Okta, Jumpcloud, Asana, Adobe.
###

What does high performance look like?

+ Following IT best practices for security, storage, and data protection. + Prioritizing and resolving tickets efficiently in a high-volume environment.
+ Keeping team members productive with minimal downtime.
+ Working independently as well as collaborating as part of a global IT team.

###

What is the team like?

+ You'll be part of a global IT support team that values collaboration, speed, and problem-solving. We share knowledge, support each other, and encourage new ideas. You'll report directly to the Director of IT and work closely with other technicians and senior engineers.
###

Sounds great! What's the company culture? We are looking for individuals who are:

+

Game Changers

- A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern's processes and outcomes. +

Data Fanatics

- A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.
+

Partner Obsessed

- An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner's expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.
+

Team of Doers

- Someone who is a part of team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

###

What is the hiring process?

+ Initial phone interview with Pattern's talent acquisition team + Technical assessment with the hiring team
+ Top grading interview with the hiring manager
+ References
+ Offer

###

How can I stand out as an applicant?

+ Be prepared to talk about professional accomplishments with specific data to quantify examples + Be ready to talk about how you can add value and be the best addition to the team
+ Focus on mentioning how you would be partner-obsessed at Pattern
+ Be prepared to talk about any side projects related to data and analytics

Why should I work at Pattern?

Pattern offers big opportunities to make a difference in the e-commerce industry! We are a company full of talented people who evolve quickly and often. We set big goals, work tirelessly to achieve them, and we love our Pattern community. We also believe in having fun and balancing our lives, so we offer awesome benefits.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.