Hybrid Senior IT Support Analyst

at Mulberry England

• Job title: Senior IT Support Analyst
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Android, Cloud, ERP, Google Cloud Platform, iOS, MacOS, SQL, TCP/IP
• Location requirements: Hybrid, Chilcompton, United Kingdom

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.