Jellycat is a privately owned design-led, gift brand headquartered in London. We create innovative luxurious products in the soft toy, accessory, baby and book categories that are loved around the world. We have an established and growing global customer base and we work with our partners to maximize the potential and reach of Jellycat throughout, sharing joy as we go!

As we continue to grow throughout North America, we continue to develop and improve the presence and awareness of our brand.

The purpose of this role is to provide business continuity by performing timely resolutions to a wide range of software, hardware and desktop issues that cannot always be effected remotely. Specifically, to Jellycat America.

You'll be:

• Planning and leading local IT projects covering desktop & server deployments, networking and voice, automating software installations and improving the user experience. 
  
• Owning and managing the local IT incidents, service requests and problems. 
  
• Providing IT support to users on desktops, warehouse services, and mobile computing to minimize business operation interruptions.
• Driving the creation, continual improvement and governance of knowledge between the business and service desk.
• Delivering timely on-site support, maintaining excellent customer service standards and identifying & filling training needs.
• Monitoring the IT Service Management toolset and respond to any escalations from the service desk, including allocation of tasks to others in the department and communicating urgency and impact
• Working with onsite users to respond to break/fix issues and offer rapid resolution or escalation.
• Identifying incident trends, investigating causes and solutions and designing resolutions using skills, experience and, when required, external help such as IT service team, Head of IT, 3rd party support organization or 3rd party consultants
• Performing daily checks and mandatory tasks such as checking daily reports from suppliers, backup routines and key system performance metrics
• Hardware & software imaging, configuration, deployment, migrations and maintenance & support
• A point of presence/escalations for the Minneapolis Jellycat office and provide remote support to users within America. 
• Contributing and producing suitable documentation to support knowledge management and training of wider audiences.

You'll have:

• 3+ years 2nd line experience administering a Wintel environment
• Proven experience with Virtualization, SAN technologies, Office 365 including email and security, Cisco networking, backup and recovery, business systems architecture (ERP, CRM, BI, POS) and web technologies
• Demonstrable awareness of ITIL processes such as change control, release management and problem management, with ITIL certification an advantage.
• Expert knowledge of MS Windows 11 Desktop environment and MS Office applications. Knowledge of Mac OS is an advantage.
• Administration knowledge of System Management Systems, such as In-Tune, JAMF Ninja One
• Support software and methods (MSTSC, etc)
• Able to research technical issues using public sources and derive resolutions
• Experience with a wide range of mobile, desktop, tablet, epos, printers and scanners solutions.
• Physical cabling to CAT6e standards an advantage
• Strong interpersonal and communication skills, comfortable interacting with users at all levels within the business
• Strong proponent for documentation of solutions and knowledge transfer to the wide team 
• The ability to meeting deadlines, travel to other sites, and out-of-hours work should be expected from time to time.

Our Perks & Benefits:

• Discretionary Bonus - All employees are eligible for a discretionary annual bonus based on the success of the company.
• Medical, Dental, Vision and other Benefits - Jellycat offers medical coverage through Blue Cross Blue Shield of MN (along with a generous employer Health Savings Account contribution), dental coverage through Delta Dental of MN as well as vision coverage through DeltaVision. Jellycat also offers company paid Short Term Disability, Long Term Disability, Basic Life Insurance, and the opportunity to elect additional voluntary life insurance.
• Safe Harbor Employer Contributions - Upon eligibility, Jellycat contributes 3% to the 401k investment account independent of the employees' elections for individual contributions.
• Paid Time Off (PTO) - Jellycat offers up to 30 days of combined vacation and sick time at the start of each calendar year.
• Employee Assistance Program - Committed to the health and wellbeing of all our employees, we offer a comprehensive and confidential support program.
• Paid Parking & Building Amenities - Full-time parking space is provided and paid for by the company in the TractorWork’s covered ramp attached to the skyway. TractorWork’s offers several amenities for employees including an on site medical clinic and pharmacy, state of the art work out facility at no charge, both Bar La Grassa and Snack Bar are located in the building, Foodsby food delivery is available daily, and several great coffee shops, lunch spots and walking paths within minutes of our door, and excellent morning coffee served as you walk in the building at no charge.
• Regular Social & Team Events - We have a very imaginative and active social committee who meet regularly to put on events that help us mark special occasions and celebrate our successes as a team.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer

Compensation:

• $60,000 - $70,000