L2 Support Engineer

Michael Kors is always interested in hearing from talented, globally-minded individuals with a passion for fashion.

If you enjoy working in a creative, fast-paced environment, then we would love to hear from you!

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I FEEL really LUCKY to be SURROUNDED by SUCH a GREAT TEAM. I’m not only GRATEFUL that they’ve HELPED me ACHIEVE my GOALS, but also that I CAN GIVE them a PLACE WHERE THEY can ACHIEVE theirs.

- MICHAEL KORS -

We have an exciting opportunity for an

Level II Support Engineer

Department overview:

European IT Infrastructure

Who You Are:

You are an experienced 1st/2nd line support professional who thrives in a rapidly changing environment. You are positive, reliable, self-motivated, and a team player. You have strong communication skills and can document clearly. You want to continue to grow your career using the latest technologies, working at a world-class, Global Luxury Retail Brand. You should be flexible and demonstrate good problem ownership, attention to detail is critical and you should always complete your work to the highest standards.

What You’ll Do:

Reporting to the Senior Manager Servicedesk EMEA, you will provide technical Level 2 support to Michael Kors internal clients (corporate and retail) with the objective of solving software and hardware issues matching defined Service Levels (SLAs).

• Deliver 2nd line Support to the London, Madrid & Paris Corporate Offices
• Deliver exceptional priority support to all Executives in the London office
• Escalate issues to 3rd line as required
• Update all activates in the Support Desk ticketing system (Service Now)
• Deliver support resolutions within agreed SLA’s
• Co-ordinate on-site break-fix activities with all external suppliers
• Dealing with the new hire process
• Maintaining and updating technical documentation regularly
• Support corporate related projects including upgrades and replacements of hardware
• Drive continual service improvement though analysis of support ticket data
• Report on trends and performance against KPIs
• Contribute towards a global transformation program

You’ll Need to Have:

• Great interpersonal skills
• Microsoft Windows knowledge
• Active Directory
• Microsoft Office 365
• Ivanti LANDesk / RDC
• Industry standard helpdesk software (Service Now preferable)
• Mobile Device Management (MDM) technologies
• The ability to work under pressure and to deadlines
• Understanding the importance of business processes and compliance

We’d Love to See:

• Windows 10/Windows 11
• Office 365
• Ivanti
• Trend Micro/Apex One or similar
• Mobile Device management technologies (Airwatch etc)
• Previous Retail or Fashion industry experience
• Online tools knowledge such Adobe, Smartsheet, Microsoft Office Tools
• Familiarity with Agile and Waterfall project management methodologies

MK Perks:

• Cross-brand Discount
• Exclusive Employee Sales
• Paid Parental Leave
• Generous Holiday Schedule and Vacation Days
• Summer Fridays
• Internal mobility across Capri Brands (Michael Kors, Jimmy Choo, Versace)
• Working from home on a rota basis
• Flexible working hours
• Thrive Wellness Program
• LifeWorks Employee Assistance Program
• #FeelGreat program that include the following pillars:

• Connected Communities
• Inspired Innovation
• Responsible Future
• Meaningful Experiences

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At Capri, we are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Capri is proud to be an equal opportunity employer committed to inclusivity regardless of age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. M/D/F/V