Our Mission

“To create the finest retail experiences”

Our Purpose

‘Making the extraordinary possible’

This role will be based in Virginia, USA

Why start your journey with McArthurGlen?

We offer the opportunity to work with the best and be part of something extraordinary. We work with some of the world’s most luxurious brands in amazing locations, so you’ll need to be ready to meet challenges and when you do you’ll reap the rewards and get to live your passion. We support individual development through custom trainings and access to LinkedIn Learning. We offer amazing benefits, attractive salary plus performance bonus, many internal events, a gym allowance, special discounts for stores and restaurants in the centre. You will be part of cross functional/international projects and enjoy a great office atmosphere. We want everyone to enjoy being part of our team and celebrate success together. 92% of our employees would recommend us as a good place to work.

Responsibilities

The primary objective is to provide 1st line support to our two VIP users based in the US, one of which is in the same office that this role is based in. Regardless of the IT issue, you’ll provide an immediate response, and own every issue through to resolution, providing confident and regular updates, and working with your peers, vendors and third-parties to bring a rapid and successful outcome, regardless of whether it’s a corporate or personal IT service that’s impacted. Because our VIPs travel between residences within the US regularly, you’ll perform scheduled health checks of their IT equipment (currently McLean VA, Vinalhaven ME, Westport CT, Miami FL and Virginia) liaising with staff on site or attending yourself to do this. Whilst VIP support is your prime objective, you’ll also provide a confident, friendly, effective and efficient IT support service to our users, through the use of skills, tools, third parties and appropriate escalation points to minimize the impact to the business of such incidents. This includes 1st line support for reported incidents, laptop builds, account management, as well as proactive monitoring, procurement, mobile device set up and so on. You’ll have the ability to radiate confidence, build relationships with people at the pinnacle of our business, keep cool and calm under pressure, and be innovative in delivering the very best in everything you do.

Your Profile

• Educated to UK “GCSE” level standard or US equivalent
• CompTIA A+ or N+ preferable
• Principles of Computer Hardware and Networking
• Experience of supporting MS Office and Windows Desktops
• Experience of Active Directory Administration at a user-management level
• Experience of telephony concepts would be useful.
• Understanding of Microsoft 365 toolset
• Basic understanding of ITIL processes
• Experienced in building PCs to a defined standard and process
• Familiar with the concepts of an ITSM ticketing platform (preferably Servicenow)

Hours of work are to be agreed but will generally be typical US EST office hours. There may be some planned out of hours work on occasion, and some travel to different residences as above. There will also be a 2-4 week ‘onboarding’ period in London UK where you’ll get familiar with your peers, our business, and the applications and tools we use. As this is a VIP support role, working from home is not an expectation.

Be part of something extraordinary...

At McArthurGlen, we value diversity and believe that everyone is extraordinary in their own way. We are an inclusive employer and support flexible working wherever possible. Even if you are not sure you fit all the requirements for a particular role, we’d still love to hear from you. There may be another opportunity within McArthurGlen that is more suitable for you now or in the future. Please start your journey with us by applying with your CV.

About us

We are Europe’s leading owner, developer and manager of designer outlets. The Group has 25 McArthurGlen Designer Outlets across Europe and one in Vancouver, Canada, which opened in July 2015. The centres offer shoppers the most sought-after luxury, premium and lifestyle brands with year-round savings of 30-70 per cent - all in a compelling and exciting shopping environment. Our most recent opening was West Midlands (north of Birmingham) in April 2021. We are currently under way with the construction of McArthurGlen Normandy, west of Paris. Not only are McArthurGlen's centres popular with shoppers living in the region where they are located, but also with the global shopping traveller from markets such as China, Korea, Southeast Asia, Russia, Brazil and the Middle East.