2nd Line Engineer

Location: Head Office, White City Place, West London

Contract Type: Full time, 37.5 hours per week

ME+EM is one of the UK’s fastest-growing luxury fashion brands. In addition to a thriving global digital presence, we operate flagship stores in London and Edinburgh, concessions within Harrods and Selfridges, and have recently expanded with new store openings in the U.S.

At ME+EM we are an entrepreneurial, creative, and passionate group of people. We work hard, are enthusiastic to learn and are not afraid to take risks. Everyone contributes to our success at all levels, and that precisely what makes being a member of the team so rewarding.

Our office and stores are always busy and fast paced, but we work just as hard to make sure it’s fun, with social activities and biannual parties. We pride ourselves on being approachable, supportive, and welcoming and ensure that everyone’s hard work is rewarded. It takes all these things to build a strong, successful business and our door is always open to new talent ready to contribute to our growth and evolution.

This role plays a critical part in resolving complex IT issues and maintaining the stability and performance of IT systems within ME+EM.

• Provide expert second-line support for complex issues escalated from 1st line, ensuring resolution within agreed SLAs while keeping users informed with regular, clear updates throughout.
• Investigate and diagnose software, hardware, and network problems, identifying root causes to prevent recurrence rather than treating symptoms.
• Escalate unresolved issues to 3rd line support or vendors where appropriate, ensuring thorough handover documentation and continuity of SLA compliance.
• Assist with the installation, configuration, and ongoing maintenance of servers, networking equipment, and other IT infrastructure components.
• Ensure all systems are kept current with patches and maintained in line with company security standards.
• Collaborate with IT teams and vendors to deliver application upgrades, patches, and enhancements with minimal disruption.
• Ensure daily backups have executed successfully; take prompt remedial action on any failures.
• Actively participate in IT projects across planning, implementation, and post-golive support.
• Conduct post-implementation reviews to assess effectiveness and identify opportunities for improvement.
• Develop and maintain clear, standardised documentation and procedures for both new and existing infrastructure.
• Review support trends to identify recurring issues and drive proactive, lasting fixes.
• Provide guidance and mentorship to 1st line engineers, identifying training opportunities and ensuring new support requirements are properly understood and documented.
• Ensure IT purchasing decisions are cost-effective and aligned to business needs.

• Experience supporting and administering Microsoft 365 or Google Workspace environments, including user lifecycle management, licensing, and policy configuration.
• Proven experience with Windows 11 and macOS endpoint management using tools such as Microsoft Intune or Jamf or equivalent.
• Experience troubleshooting LAN/WAN networking issues, including DNS, DHCP, and VPN technologies.
• Strong stakeholder management experience with excellent relationship building skills.
• Experience in project management and/or delivering tasks on time according to strict deadline.
• The ability to investigate and troubleshoot underlying issues.
• Experience of writing procedural and/or support documentation.
• Excellent organisational skills with the ability to multi-task.
• Ability to manage own time effectively and to be prompt and punctual.
• Drive, self‑motivation and ability to work under own initiative.
• Knowledge and understanding of best practice framework for the delivery of IT services.
• Sound knowledge and experience of supporting range of IT applications, platforms and technologies.
• Ability to clearly and accurately communicate processes and procedures verbally and in writing.
• Experience of working accurately and confidently with service desk tools and technology.
• Experience of delivering a high level of customer service.

• 33 days annual…