Technical Specialist

Responsibilities

• Provide Level 1 technology support to Home Office associates and Retail Stores via phone, email, web portal, and voicemail
• Answer incoming contacts, creating, documenting, and categorizing incidents appropriately
• Troubleshoot and resolve incidents related to Windows, MAC, and Point of Sale devices
• Escalate complex incidents to the next level of support as required
• Meet or exceed Service Level Agreements (SLAs), objectives, and goals
• Initiate service calls with vendors and provide necessary follow-up
• Identify potential recurring issues and report them to prevent future escalations
• Contribute to the internal knowledgebase through feedback and training updates
• Work on a rotational basis to support a 24/7 service desk environment

Requirements

• High School Diploma or any Graduation (with fluency in English)
• 2-5 years of experience in an IT or Customer Support role within India
• Proficiency with Microsoft Windows and MAC client operating systems
• Experience using Service Management tools
• Strong troubleshooting and problem analysis techniques
• Excellent communication skills for professional interaction via telephone and writing

Preferred Qualifications

• Relevant technical certifications such as CompTIA A+ or Network+
• Experience with VMWare Virtual Desktop Infrastructure (VDI)
• Proficiency with Office 365 and Active Directory
• Experience with remote support tools
• Prior experience within the Retail Industry domain

Benefits

• Paid parental leave
• 401(k) savings plan with company match
• Merit increases and performance bonuses
• Employee stock purchase program
• Merchandise discounts
• Medical, dental, vision, and pharmacy coverage
• Tuition reimbursement
• Commuter benefits

About the Company

Victoria’s Secret & Co. is a world-leading specialty retail brand recognized globally for innovation and excellence in lingerie and fashion. We are committed to creating products and experiences that bring joy to our customers while fostering an inclusive work environment where everyone belongs.