IT Support Technician responsible for supporting Guidepost IT systems and users. Providing technical support and ensuring security measures are met while working in a corporate setting.
About the role
- Senior IT Support Analyst ensuring stability and performance of IT services across luxury retail operations. Providing end-user support and collaborating with technical teams.
Responsibilities
- Provide 2nd / 3rd line support to head office and retail users in a fast paced luxury retail environment
- Support business critical retail applications including POS systems, ERP, stock management, payments, and store hardware
- Respond quickly and effectively to incidents impacting stores, trading, warehousing, or ecommerce operations
- Deliver face to face support at head office and occasional on site store support where required.
- Act as an escalation point for complex technical issues and major incidents
- Lead diagnostics and root cause analysis for recurring issues, working with infrastructure, security, and application teams
- Ensure incidents are resolved in line with agreed SLAs, with clear communication to stakeholders.
- Support Windows and macOS environments, mobile devices, printers, and peripherals.
- Administer user accounts, access, and permissions across core business systems.
- Support M365, collaboration tools, endpoint security, and remote access solutions.
- Assist with hardware lifecycle management, builds, replacements, and vendor liaison.
- Maintain accurate technical documentation, knowledge base articles, and support procedures.
- Identify opportunities to improve service desk efficiency, tooling, and user experience.
- Support the adoption of ITIL aligned practices (incident, request, problem management.)
- Provide guidance, coaching, and mentoring to IT Support Technicians and Specialists
- Share knowledge and help raise technical capability across the support function
- Work closely with Application Support, Infrastructure, Security, and Retail Operations teams
Requirements
- Proven experience in a Senior IT Support or Desktop Support role within retail, hospitality, or other consumer facing environments.
- Strong understanding of end user computing across multi site operations.
- Experience supporting POS systems, store technologies, and retail critical applications.
- Solid knowledge of Windows and/or macOS, Microsoft 365, and Active Directory / Entra ID.
- Excellent troubleshooting and diagnostic skills.
- Confident supporting non technical users at all levels.
- Customer focused, professional, and discreet.
- Calm under pressure, particularly during trading critical incidents.
- Organised, detail driven, and proactive.
- Experience supporting Prima ERP.
- Experience with Retail J and Tulip EPOS.
- Knowledge of Microsoft 365, Active Directory, Windows 11, and Apple iOS.
- Networking skills (LAN/WAN, TCP/IP, DHCP, VPN, Cisco Meraki).
- Mobile device support (iPhone & Android).
- Hardware support (desktops, laptops, printers).
- Exposure to Salesforce Service Cloud, Manhattan WMS, Aptos OMS, SQL, JIRA, Confluence, GCP, and Power BI.
- Background in luxury, fashion, or premium retail.
- Familiarity with ITIL or service management frameworks.
- Experience supporting international stores/time zones.
- Exposure to payments, PCI, or retail integrations.
- Experience mentoring or supporting junior colleagues.
Benefits
- Embrace and demonstrate the Mulberry values and behaviours: honesty, dynamism, and a community-oriented spirit.
- Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues.
- Act as an ambassador for Mulberry and communicate positively about the brand.
- As a certified B Corp, we are committed to using business as a force for good. You’ll be encouraged to incorporate environmentally and socially responsible practices into your work, supporting our Made to Last strategy across Climate, Circularity, and Community.
- Help foster a culture where diversity is celebrated and every individual feels valued, respected, and included. Champion equity, empathy, and understanding in all interactions - internally and externally.
Job title
Job type
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Degree requirement
Tech skills
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