Field & IT Support Tech

Company Description

As one of the world’s largest fashion companies with more than 171,000 employees worldwide, H&M is an exciting and dynamic place to pursue a career within the fashion industry. Our business concept is to offer fashion and quality at the best price in a sustainable way and with our fast expansion we are always looking for new talents. Would you like to be part of our team? H&M group comprises of nine independent brands: H&M, COS, Weekday, Monki, H&M Home, & Other Stories, ARKET and Afound. We have over 4,900 stores across more than 73 markets worldwide. Our values reflect the heart and soul of H&M. They define what it takes to work here and how we do things. When we interact with colleagues and customers around the world, our values help us develop and grow. We want to be at the forefront of both fashion and sustainability. Our employees play a key role and can contribute to more sustainable fashion, today and in the future.

**Job Description**:
**Overall Job Function**:
The Desktop Support Specialist handles a wide range of temporary hands-on support and troubleshooting for end users and technical assignments on behalf of Product or Service Teams as well as the Service Desk. The purpose is to carry out physical on site configuration or inspection of a Product or Service. Service Support can be seen as Product/Service Team’s prolonged arm out on a local site and provide technical assistance such as troubleshooting on malfunction software, hardware, perform local installations and adjustments and hand out office equipment.

The Desktop Support Specialist believes in a non-hierarchical culture of collaboration, transparency, safety, and trust. Working with a focus on value creation, growth and serving customers with full ownership and accountability. Delivering exceptional customer and business results.

**Job Responsibilities (Including but not limited to)**:

- Serve as the link between Product/Service Teams or centrally located support (e.g. Service Desk) and the local site where tech products/services are installed and used.
- Installing, configuring and upgrading tech products and equipment
- Troubleshooting, diagnosing and fixing a range of technical and/or user problems related to the site where the products/services are installed
- Create and update documentation about installations
- Report to and communicate with the orderer of the assignment about status.
- Ensure that configuration and asset information is correct
- Provide feedback to Product/Service Owner about possible improvements.
- Configure and hand out office equipment
- Keep configuration and asset information up to date

**Qualifications**:
**Competencies**:

- Case Notes and error logs
- ITSM (Service Now)
- Hardware & Software Diagnosis & Support
- Troubleshooting
- Technical writing
- Basic ITIL and tool administration and reporting (preferable Service Now)
- Knowledge about physical data room/center architecture and different components such as network routing and switching, UPS, servers and backup/storage solutions.
- Good knowledge about common office equipment and technology such as printers, PC/laptops, LAN, Wi-Fi, screens and telephony.
- Good knowledge about IT-infrastructure tech components/services in sites like offices, stores and such as printers, PC/laptops, LAN, Wi-Fi, screens, routers, switches and telephony
- Ability to coordinate with vendors and internal staff
- Strong analytical skills
- Having a holistic approach and a will to solve issues by finding and fixing the root cause
- Ability to multi-task and handle different situations/and people in parallel
- Ability to travel to sites within the area
- Great technical interest and a will and ability to constantly learn about new technology.
- Active Listener and good Communicator
- Passionate to assess and support the needs of customers and colleagues

Additional Information

All your information will be kept confidential according to EEO guidelines.