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About the Role
We are looking for an experienced IT Support Specialist to deliver high-quality first and second-line support across our Head Office, Distribution Centre, Contact Centre, and retail estate. This is a hands-on role for someone who enjoys solving problems, improving the colleague experience, and developing practical, repeatable ways of working. You will be a visible and approachable member of the IT team, taking ownership of issues and keeping colleagues informed from initial contact through to resolution.
Responsibilities
- Provide first and second-line IT support across Head Office, Distribution Centre, Contact Centre and retail locations, covering hardware, software, identity, connectivity and collaboration tools.
- Support a mixed Windows, Mac, Android and Apple environment, including Windows 11, Microsoft 365, Active Directory, Microsoft Entra ID, laptops, desktops, printers, AV meeting-room equipment, tablets, mobile devices and basic networking.
- Take ownership of incidents and service requests, prioritising workload effectively, keeping colleagues informed and escalating where needed.
- Configure, install, maintain and troubleshoot approved software and hardware in line with agreed IT support processes, security requirements and supplier guidance.
- Provide support for EPOS and other retail technology, contributing to store initiatives, site-based work and service improvements.
- Maintain accurate tickets, documentation, asset records, inventory information, training materials, FAQs and knowledge articles.
- Identify recurring issues, carry out root cause analysis and recommend or implement practical solutions that reduce repeat demand.
- Contribute to technology projects, pilots and service improvements, working with internal teams and third-party suppliers.
- Help colleagues use approved digital and AI-enabled productivity tools safely and effectively as your knowledge develops, validating outputs in line with company requirements.
Requirements
- Around three years’ experience in a first and second-line IT support environment, or equivalent demonstrable experience.
- Proven experience diagnosing and resolving hardware, software, account, access and connectivity issues in a multi-site environment.
- Confident supporting Windows 11, Microsoft 365, end-user devices, Active Directory or Microsoft Entra ID, and basic networking.
- Strong ticket ownership, customer communication, documentation and workload-management skills.
- Ability to explain technical concepts clearly to colleagues with different levels of confidence and technical knowledge.
- A structured approach to troubleshooting, with sound judgement about priority, risk and escalation.
- Ability to work independently while collaborating effectively with the wider IT team and business stakeholders.
- Flexibility to support retail locations and occasional activities outside your immediate specialism.
- An interest in AI-enabled productivity tools, with the confidence to learn how Microsoft Copilot and other approved tools can support colleagues safely and effectively.
Skills
- Windows 11
- Microsoft 365
- Active Directory
- Microsoft Entra ID
- EPOS
- AI-enabled productivity tools
- Microsoft Copilot
Location
- London Head Office
- Distribution Centre
- Retail locations
Work Type
- Hybrid
- Full-time
Experience Level
- Around three years’ experience in a first and second-line IT support environment
Education Level
- ITIL knowledge or certification
- Microsoft certification
Benefits
- Hybrid working
- Quarterly/Annual bonus opportunity
- Up to 25 days holiday per annum, plus bank holidays
- 2 extra (paid!) days off per year to volunteer in the local community
- 50% discount
- Subsidised BUPA Dental Insurance
- Healthcare cash plan and Life Assurance
- Interest free season ticket loan
- Pension Contribution
About the Company
- White Stuff was established in 1985 through a simple idea. This idea grew and now we have shops and concessions in the UK and internationally, selling women’s and men’s clothing as well as beautiful accessories and homeware.
- Our original prints (all designed in house), intricate details and considered design touches reflect our personality and make us subtly distinctive.
- Our people are at the heart of our brand, constantly moving and driving us forward. We’re sociable, talented and like minded and we’re not hierarchical or political in how we do business. We encourage entrepreneurial ideas and accountability at all levels.
Equal Opportunity
- All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, and age.