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Site & Field Support

Country : Turkey Turkey

Region : İstanbul Avrupa


Category : Retail

Contract type : Permanent

Availability : Full time

Company presentation

Company Description
H&M Brand is on a journey to again become a truly customer focused company. In line with our Rewind and Fast Forward strategy, we want to achieve clear ownership, fuel our salesmanship, enable speed and build on our passion for the customer throughout the organization.

Job description

Job Description

Site & Field Support 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 Site & Field Support 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.

Your responsibilities 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 ordered 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



Skills & Abilities

  • 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 multitask 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
  • Fluency in both Turkish & English 
  • Agile WOW

Functional Knowledge

  • Case Notes and error logs
  • ITSM (Service Now)
  • Hardware & Software Diagnosis & Support
  • Troubleshooting and technical writing experience 
  • 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.
  • Store Daily incident, store projects, office projects

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