It Support Engineer

At Dreams, we know your bed is the best place in the whole world. But for the hours between precious sleep, we`d like to make work a special place to be too. We`re the UK`s most loved bed retailer, so it`s important our people feel the love as well. There`s over 250 of us at our affectionally named `Bedquarters` in High Wycombe, Buckinghamshire, where every dreamer makes a difference.
We`re super passionate about our people-first culture, which means we like to keep things simple and celebrate every success, big or small! From a payday treats trolley to charity fundraisers and all-staff lunches, we know we do it best when we do it together.
And together we`ve been making bedtimes better since 1985, with no signs of hitting the snooze button. We`re owned by the world`s largest bedding provider, Tempur Sealy, and have our very own Bed Factory right here in the UK. You`ll even get a guided tour when you join - that`s part of our mission to get you fully bed-ucated during your induction.
With 208 stores nationwide, 6 central warehouses and 12 delivery centres, we sell 14,000 mattresses, bases and headboards every single week. Now that`s a lot of Zzzs.
So if you`re bonkers about bed, silly for siestas and keen on your kip, we think Dreams could be the perfect place for you.
Dreams. Love your job.
We`re looking for a new IT Support Engineer to join our teams based in Birmingham. In this role, you will be at the forefront of meeting our colleague`s technology needs and requirements. You will be managing their service requests and incidents and ensuring that the technology function is exceeding our customer expectations.
Ready to skip the snooze button and get stuck in? Here`s a taste of what you`ll be doing day-to-day...
Client Relationship Management
- Act as the primary onsite point of contact, ensuring satisfaction with IT services.
- Build and maintain relationships with clients and stakeholders to understand their IT service requirements and disseminating this to the wider Technology team.
Service Delivery
- You will be using you diagnostic, technical skills and problem-solving skills, to provide technical support for all our customers.
- You will be taking ownership of incidents and requests through to completion.
- Assisting the Service Desk team to resolve incidents and requests within the SLA guidelines.
- Performing routine maintenance tasks to maintain the operability of the Dreams systems.
- Ensuring that security best practice and policy is being adhered to and educating the Dreams team so that everyone can make Dreams a safe place to work.
Communication
- Maintain regular updates to our customers.
- Communicating technical information to non-technical staff, during support scenarios and via training sessions.
- Collaborate with other Technology teams in system enhancement projects and in the resolution of complex issues.
This is the type of person we`re dreaming of:
- Great communication skills
- 1 year IT experience, preferably within a fast paced 1st-2nd line support role
- PC building experience
- An independent go-getter!
In your dream role, you`ll also receive:
- Company car: this role involves some local travel across our sites so we'll provide you with your very own car!
- Bonus: Our discretionary annual bonus scheme recognises the hard work and dedication of our superstar dreamers.
- Discounts: Amazing staff discount on Dreams products, plus hundreds of brands including restaurants, holidays, and shopping.
- Buy-in schemes: You`ll have the opportunity to buy extra holiday, private healthcare, or savings and loans.
- Parking: We know it goes without saying, but our free onsite parking gives you peace of mind when you travel.
- Wellbeing: We partner with the Retail Trust to offer a 24-hour helpline with a variety of support services, as well as hosting an on-site gym and out of hours GP service.