IT Service Desk Engineer

The Company

At Theory, we create clothes that matter that empower and improve the way we live through exceptional fit, fabric, and style. In 1997, Theory was founded in New York on the simple idea that stretch fabrics in tailored clothing could change how we dress and live. Two decades later, we continue to perfect our offering of elevated wardrobe essentials for the ambitious, urban man and woman. From sourcing materials from the best mills in the world to the innovation and craftsmanship at our atelier in New York's Meatpacking District, the integrity of our process is just as important as our final product.

In 2004, Theory was acquired by Fast Retailing, spurring the international expansion of the brand. Operating 440 stores worldwide today, Theory is a New York brand with a global mindset. Our customers dream big, achieve goals, and aim for perfection. So do we, and so do our clothes.

The role

The IT Service Desk Engineer provides 1st and 2nd support across our fashion retail operations covering HQ, stores, eCommerce, and distribution centers. You’ll triage incidents and requests, resolve end-user issues, support retail POS and back-office systems, and ensure smooth technology operations during trading hours, launches, and peak events.

Key responsibilities and duties

• Act as the first point of contact via phone, chat, email, and ticketing (e.g., ServiceNow/Jira).

• Log, triage, prioritize, and resolve incidents/requests within defined SLAs and OLAs.

• Deliver L1/L2 support for end-user devices, retail POS, back-office apps, and network connectivity.

• Perform remote fixes using RMM tools (e.g., Intune, Airwatch, SCCM).

• Support POS terminals, payment devices, label/tag printers, scanners, kiosks, and clienteling solutions.

• Assist with store openings/moves/upgrades, cabling basics, hardware swaps, and on-site vendor coordination.

• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), identity/access (Entra ID/Azure AD), and MFA.

• Handle account lifecycle (joiners/movers/leavers), distribution lists, shared mailboxes, licensing.

• Enroll and manage devices via Intune/Airwatch/SCCM; maintain baselines and compliance.

• Support order management, ERP/WMS integrations (ticket routing to app support where needed).

We regret that due to the high volume of applications we are unable to acknowledge every application. Please bear in mind that if you are selected for an interview, we will contact you within the next 14 days. However, if we think that your skills and qualifications may be suitable for other similar positions, we may hold your details on our database and contact you in the future.

Theory is an inclusive employer, and we welcome applications from all profiles, regardless of age, race, gender, sexual orientation, disabilities or background.

We take data protection very seriously and understand the importance of protecting your privacy and Personal Information. For the recruitment process, you can find the applicable privacy policy on our site: https://www.fastretailing.com/eng/privacy/eurecruitment.html.