IT Support Technician

Jellycat is a privately owned design-led, gift brand headquartered in London. We create innovative luxurious products in the soft toy, accessory, baby and book categories that are loved around the world. We have an established and growing global customer base and we work with our partners to maximize the potential and reach of Jellycat throughout, sharing joy as we go!

As we continue to grow throughout North America, we continue to develop and improve the presence and awareness of our brand.

As an IT Support Technician you'll provide business continuity by performing timely on-site resolutions to a wide range of hardware and desktop issues that cannot always be affected remotely. Specifically, to the Minneapolis office.

Key Accountabilities & Responsibilities:

• To provide IT support to users on desktops, warehouse services and mobile computing to ensure business operation interruptions are minimized where possible.
• To drive the creation, continual improvement and governance of knowledge between the business and service desk.
• Delivering timely on-site support, maintaining excellent customer service standards and identifying & filling training needs.
• To monitor the IT Service Management toolset and respond to any escalations from the service desk, including allocation of tasks to others in the department and communicating urgency and impact
• Work with onsite users to respond to break/fix issues and offer rapid resolution or escalation.
• Identification of incident trends, investigate causes and solutions and design resolutions using skills, experience and, when required, external help such as IT service team, Head of IT, 3^rd party support organization or 3rd party consultants
• To perform daily checks and mandatory tasks such as checking daily reports from suppliers, backup routines and key system performance metrics
• Hardware & software imaging, configuration, deployment, migrations and maintenance & support

Required Technical Skills & Experience:

• Demonstrable experience and/or certification to Tier 1 support levels within a retail / ecommerce business
• Expert knowledge of MS Windows 10 or above Desktop environment and MS office applications.
• Support software and methods (GoToAssist, TeamViewer etc)
• Able to research technical issues using public sources and derive resolutions
• Experience with a wide range of mobile, desktop, tablet, epos, printers and scanners solutions.
• Outgoing personality with strong interpersonal skills to gain the confidence pf the local team
• Self-starter who does not like to sit idly and wait for issues to present
• A certification is a plus, but not required

Our Perks & Benefits:

• Discretionary Bonus - All employees are eligible for a discretionary annual bonus based on the success of the company.
• Medical, Dental, Vision and other Benefits - Jellycat offers medical coverage through Blue Cross Blue Shield of MN (along with a generous employer Health Savings Account contribution), dental coverage through Delta Dental of MN as well as vision coverage through DeltaVision. Jellycat also offers company paid Short Term Disability, Long Term Disability, Basic Life Insurance, and the opportunity to elect additional voluntary life insurance.
• Safe Harbor Employer Contributions - Upon eligibility, Jellycat contributes 3% to the 401k investment account independent of the employees' elections for individual contributions.
• Paid Time Off (PTO) - Jellycat offers up to 30 days of combined vacation and sick time at the start of each calendar year.
• Employee Assistance Program - Committed to the health and wellbeing of all our employees, we offer a comprehensive and confidential support program.
• Paid Parking & Other Building Amenities - Full-time parking space is provided and paid for by the company in the TractorWork’s covered ramp attached to the skyway. TractorWork’s offers several amenities for employees including an on site medical clinic and pharmacy, state of the art work out facility at no charge, both Bar La Grassa and Snack Bar are located in the building, Foodsby delivery daily for lunch, and several great coffee shops, lunch spots and walking paths within minutes of our door, and excellent morning coffee served as you walk in the building at no charge.
• Regular Social & Team Events - We have a very imaginative and active social committee who meet regularly to put on events that help us mark special occasions and celebrate our successes as a team.
• During the months of July and August, Jellycat hours of work are Monday through Thursday, 8 am to 5 pm and Fridays, 8 am to 12 pm, also referred to as Summer Fridays.