IT Support Engineer/Analyst
Company: Lovisa
Location: Torrance
Posted on: February 16, 2026
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Job Description:
Job Description Job Description POSITION PURPOSE AND
EXPECTATION: IT Support Engineers are responsible for the delivery
of quality Level 2 technical support to Retail Stores, Support
Centres and Warehouses. They work largely within their home time
zone as part of Lovisa’s global Service Delivery function to
support IT services across the organisation. IT Support Engineers
are responsible to: Ensure Lovisa Stores, Support Centres and
Distribution Centres are receiving a high standard of IT support in
accordance with Global IT policies. Deliver prompt Level 2 support
services to Stores (remote, however physical visits are required at
times), Support Centres and Warehouses. Maintain integrity,
stability and operation of all hardware, server/network
infrastructure, PC’s and peripherals. Assist with the setup of new
stores from a technical perspective. Identify and manage IT
security concerns. Assist with providing user training in the use
of Lovisa IT solutions. Liaise with IT equipment and software
suppliers to ensure Lovisa is treated with priority regarding
Requests, Incidents, Problems and pricing. Procure IT Hardware and
Software within defined IT policies. Work with Level 3 teams
(Infrastructure, Data, Applications) to ensure effective support
and escalation management. Work with the Level 1 – Global Service
Desk to ensure effective ticket management and ongoing development
of Knowledge Articles. Manage on-/off-boarding of all regional team
members including their equipment and IT access requirements.
Ensure accurate and complete registers of the location of all
hardware and software. Assist other IT teams in resolving incidents
occurring throughout the world. Contribute towards the continuous
improvement of all IT services. Provide occasional Level 1 service
support as operational needs arise (eg. during peak periods). Be
part of a rotating 7-day support roster. Standard hours fall
between 8 am-5 pm. Occasionally work outside normal business hours
to support the above. Perform other duties and special projects
(within an individual’s skill and competency level) as required. Be
available to assist with Priority 1 incidents as required. Required
skills and attributes: Tertiary qualification (or relevant
experience to match) in Information Technology or related
discipline. Minimum of 2 years experience in a similar role.
Awareness or certification in ITIL Foundations, and a good
understanding of IT Service Management concepts. Experience with
Microsoft and Cisco administration tools. Good written and verbal
communication skills. Technical problem-solving skills.
Demonstrates customer service skills and an ability to work with
teams of varying levels. Proactive and can-do attitude. (Desirable)
Experience with Point-of-Sale (POS) systems in retail operations.
(Desirable) Practical experience with Mobile Device Management
(MDM) tools. (Desirable) Experience working in Projects.
Administration: Ensure punctuality, quality and accuracy of all
Tickets in our Service Management tool. Ensure reports are
submitted in a timely manner to meet required deadlines. Ensure
adherence to company policies and procedures, while continually
keeping abreast of changes as they occur. Ensure annual leave does
not impact key retail trading periods for Lovisa. Contribution to
the Group: Contribute positively and energetically to operational
priorities, group meetings and company events. Provide an example
for others to follow. Participate in projects to improve the
operation of the division/company. Have a positive, can-do
attitude, whilst listening, challenging and directing. Coachable in
all aspects, flexible and proactive in style. Performance Measures:
Support call response and resolution times. Deployment times.
Escalation avoidance. Ownership of issues/incidents/requests.
Ticket management. Customer feedback. Core Lovisa Competencies:
Organisational understanding. Flexibility. Teamwork. Customer
service. Negotiation. Initiative. Attention to detail.
Problem-solving ability. Open and honest communication.
Keywords: Lovisa, Santa Barbara , IT Support Engineer/Analyst, IT / Software / Systems , Torrance, California
