Signet Jewelers is looking for a Technical Support Representative Senior to provide front-line IT support on a 24/7 shifting schedule. You will resolve technical issues for enterprise technologies to maintain high customer satisfaction in our dynamic production environment.
What You'll Do
- Provide desk-side and remote support for end-users, resolving issues related to hardware, software, network connectivity, and enterprise applications.
- Handle user provisioning and access management in Active Directory, Office 365, and Azure, including account creation, password resets, and group membership updates.
- Troubleshoot and support Citrix, VPN, and virtual desktop infrastructure (VDI) environments.
- Perform installations, upgrades, repairs, backups, and routine maintenance on desktops, laptops, and peripheral devices.
- Respond to and manage major incidents, coordinating with relevant teams to ensure timely resolution and minimize business impact.
- Investigate and resolve security-related issues, including account lockouts, unauthorized access, and endpoint protection alerts, in coordination with the security team.
- Deliver effective customer service in a 24x7x365 production environment, including rotating on-call and holiday support.
- Document, track, and monitor incidents and service requests using a ticketing system to ensure timely resolution and compliance with SLAs.
- Prioritize and escalate issues based on business impact and established guidelines.
- Maintain system security by managing passwords, data integrity, and file access controls.
- Recommend improvements, upgrades, or new solutions to enhance system performance and user experience.
- Participate in IT infrastructure and service improvement projects as needed.
- Respond to support requests via phone, email, and ticketing platforms.
What We're Looking For
- Ability to communicate complex technical concepts clearly in both verbal and written form, with strong customer service skills.
- Experience troubleshooting client accessibility issues using diagnostic tools.
- Understanding of basic problem resolution and escalation procedures.
- Provides appropriate support and guidance for FIS applications and related processes.
- Uses active listening to understand client inquiries and resolve issues effectively.
- Works well in a collaborative team environment.
- Demonstrates initiative and eagerness to learn new technologies and improve support delivery.
- Maintains a positive and enthusiastic attitude when providing technical assistance.
- Keeps current with emerging technologies and industry trends.
- Applies strong problem-solving and critical thinking skills to technical challenges.
Technical Stack
- Active Directory
- Office 365
- Azure
- Citrix
- VPN
- Virtual Desktop Infrastructure (VDI)
Benefits & Compensation
- A voice in the future of fintech
- Always-on learning and development
- Collaborative work environment
- Opportunities to give back
- Competitive salary and benefits
Work Mode
This role will operate on a hybrid schedule.
Signet Jewelers is proud to foster inclusive and diverse teams where colleagues work together and celebrate together.
