Lead Retail Systems Service Engineer

Based within our Knightsbridge store, we have a new opportunity in our Harrods Retail Systems Service (RSS) Team, who provide a first-class support service for our key Retail & Restaurant Systems – primarily EPOS and other customer facing systems including scales, queue management systems and digital shelf edge labels.

About the role

The RSS Lead Engineer will work closely with the other RSS Lead Engineer and the RSS Manager, leading by example and supporting the effective running of the RSS team. Key responsibilities include the creation of the team shift rotas, delegation of duties, prioritisation of incidents and requests, providing guidance and support to our RSS Engineers, and various other project work.

Aside from the leadership responsibilities, this is a hands-on, technical role, in a fast-paced and busy environment; key daily activities include monitoring our systems for availability, tracking ticket queues for support issues, investigating and troubleshooting incidents and building & configuring new EPOS & related retail systems. The lead RSS Engineer is empowered to drive initiatives that identify proactive, preventative measures which will optimise and continuously improve system reliability.

Working to a 4-on 4-off shift pattern in Knightsbridge, our RSS Team provide 7 day proactive and reactive support to ensure our retail and restaurant operations remain fully functioning at all times.

About you

We are looking for someone who has hands on knowledge of configuring and managing EPOS and related retail systems, as well as experience with Installs, moves, adds and changes (IMAC). Excellent leadership skills will come naturally to you, as well as a strong customer service focus when dealing with both internal and external stakeholders and the ability to explain complex concepts effectively to a non-technical audience.

You will have demonstrable experience in IT system support , evident through ITSM Tools, remote support and phone support. You will have experience in managing support ticket queues. Further to this, you will have excellent communication skills as you will collaborate with a variety of different teams across the Harrods business, including the wider IT Team, Retail, Restaurants, Engineering & Facilities, plus a range of third-party technology partners, to ensure seamless service & project delivery.

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise To You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

In return you’ll receive an excellent benefits package, including a company pension, company bonus scheme, flexible working, 21 days’ holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants) and a season ticket loan.

Uniquely You

At Harrods we believe the personality and authenticity of our people sets us apart.  We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods