Senior IT Support Engineer

Since 2011, THE ICONIC, ZALORA Philippines’ sister company, has redefined the future of retail in Australia and New Zealand. As the #1 fashion e-commerce destination in the region, our e-commerce platforms (Retail, Marketplace and Services) provide an inspiring and seamless end-to-end customer experience through our own technology innovations. We stand for benchmark-setting customer service, delivery options, returns policies, and curation of brands.

We are a diverse and dynamic community of over 1,000 people working towards our purpose “To bring on the future of shopping”. This diversity is at the heart of everything we do and gives real meaning in creating a positive impact in the world, from our ethical sourcing and sustainability strategies to our community engagement and diversity.

We are looking for an IT Support Engineer to work with ZALORA and it’s Australian counterpart THE ICONIC in collaborating with teams located in Manila, Philippines and Sydney, Australia

IT at THE ICONIC

Our IT team keeps our metaphorical lights on when it comes to our tech. We design, implement, manage and support the enabling technology to keep our hubs and teams operational. We are always working towards enhancing our systems, infrastructure and processes, with our commitment to continuous improvement, to support better performance across the organisation. We are a dedicated group of IT Support Specialists, Business Partners & Systems Engineers and we are here to help all Iconites.

About the role

You will be working in an agile environment on enterprise-level, high-quality software to support Zalora and THE ICONIC as a leader in the online retail space.

Responsibilities

• Provide exceptional IT support experiences to all business customers 
• Ensure all support issues and requests are logged and tracked in the Service Desk System
• Proactively responding to all customers & resolving issues in accordance with defined SLA’s
• Troubleshooting and diagnosing of technical issues, including the computer operating system and hardware of laptops, desktops and printers
• Software installation and support of commercial and bespoke systems
• Escalate complex or unresolved incidents
• Contribute to creation of support documentation including knowledgebase articles of solutions, workarounds and processes
• Management and tracking of assets within the asset management system
• Ensuring compliance with company policies, procedures and standards

What we are looking for:

• Enthusiastic and ‘can-do’ attitude
• Passion for IT and providing exceptional customer experiences
• Professional presentation and clear communication skills
• Excellent written and verbal communication skills
• A practical quick learner who is open to new challenges
• Growth mind-set, we never stop learning! 

Technical Experience:

• Experience utilizing a Service Desk Ticketing System to provide customer support
• Experience working with Microsoft and Apple products including: Microsoft Windows O/S, Microsoft Office, Office 365, Google Workspaces, Mac OSX, Apple iOS and Android

Desired but not essential:

• Understanding of Microsoft Windows Server environments and Active Directory
• Understanding of MDM technologies such as Intune and Jamf
• A practical understanding of the ITIL framework
• Basic understanding of network concepts

The ZALORA Story

ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends and fit. As Asia’s leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong and Taiwan. ZALORA’s localised sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes and accessories for men and women. ZALORA is part of Global Fashion Group, the world’s leader in online fashion for emerging markets. 

ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group.