IT Service Desk Engineer

IT Service Desk Engineer

The IT Service Desk Engineer provides 1st and 2nd support across our fashion retail operations covering HQ, stores, eCommerce, and distribution centers. You’ll triage incidents and requests, resolve end-user issues, support retail POS and back-office systems, and ensure smooth technology operations during trading hours, launches, and peak events.

• Act as the first point of contact via phone, chat, email, and ticketing (e.g., Service Now/Jira).
• Log, triage, prioritize, and resolve incidents/requests within defined SLAs and OLAs.
• Deliver L1/L2 support for end-user devices, retail POS, back-office apps, and network connectivity.
• Perform remote fixes using RMM tools (e.g., Intune, Airwatch, SCCM).
• Support POS terminals, payment devices, label/tag printers, scanners, kiosks, and clienteling solutions.
• Assist with store openings, moves, upgrades, cabling basics, hardware swaps, and on-site vendor coordination.
• Support Microsoft 365 (Outlook, Teams, One Drive, SharePoint), identity/access (Entra /Azure AD), and MFA.
• Handle account lifecycle (joiners/movers/leavers), distribution lists, shared mailboxes, licensing.
• Enroll and manage devices via Intune/Airwatch/SCCM; maintain baselines and compliance.
• Support order management, ERP/WMS integrations (ticket routing to app support where needed).

Theory is an inclusive employer, and we welcome applications from all profiles, regardless of age, race, gender, sexual orientation, disabilities or background.