Technology Hub Engineer - #1780524

About THG Ingenuity

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.

Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.

What will I be doing?

As a Technology Hub you will be responsible for being the first line in Technology Support for the business, delivering a world-class experience for our internal staff based across the globe as well as external customers. This role will be working along side a team of current Technology Hub Engineers covering key hours (8am – 7pm) for the business. You will be the face of IT which will require you to have excellent customer service skills. Supporting our employees and customers is a primary focus as we must ensure that every employee is able to perform their roles in the most efficient way possible.

• Provide strong customer service for both internal and external Customers
• Work with internal Service management tools to triage and manage Tech ticket Workflow.
• Provide Technical support to customers for first time resolution where possible under SLAs.
• Work alongside the wider Tech teams to understand escalation routes
• Updating and contributing to global knowledges bases with fixes/finds
• Raising awareness of repeat issues
• Obtain an understand of Tech systems and what role of support is provided by the Technology Hub team.
• Work with Application owners to report issues.
• Proactive management of open incidents, working with technical support teams to gain the fastest resolution based on incident SLA
• Work alongside senior management to implement new Technologies and Tools to help improve service offerings.
• 1st line level of knowledge for Microsoft/Mac OS/Printers/Basic networking and Microsoft 365/Active Directory.
  
  

What skills and experience would I need?

• Warm, friendly and approachable demeanor
• Striving for top rate customer satisfaction
• Excellent analytical and problem-solving skills
• Excellent verbal and written communication skills
• Organised and calm under pressure
• Be a self-starter - Be the one pushing the boundaries
• Proactive – Spot problems/challenges before they arise
  
  

Benefits

Enhanced Leave

• 25 days annual leave plus bank holidays.
• Don’t want to work on your birthday? We don’t either! Enjoy your day off on us!
• Enhanced maternity and paternity pay, depending on length of service.
• Up to 10 days compassionate leave.
• Buy back up to 3 days each year.
• Unlock 2 days volunteer leave after 12-months.
  
  

Wellbeing Support

• Access face-to-face and virtual appointments with our in-house GP.
• Access our in-house CBT therapist.
• Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa.
• State-of-the-art on-site gym.
• Access to our on-site physio.
  
  

Other Perks

• Save up to 12% on the cost of personal tech through our salary sacrifice scheme.
• Subsidised bus pass from Manchester City Centre to our ICON office.
• Up to 50% staff discount on THG brands.
• On-site staff shop.
• Access to on-site barber.
• Know someone who would be perfect for THG? Refer them and get up to £1000 when they pass their probation.
• Anniversary gifts when you hit 5 and 10 years of service.
  
  

THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.