Mulberry England

Senior IT Support Analyst

Mulberry England

full-time

Posted on:

Location Type: Hybrid

Location: Chilcompton • United Kingdom

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Job Level

Senior

Tech Stack

AndroidCloudERPGoogle Cloud PlatformiOSMacOSSQLTCP/IP

About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
POS systemsERPWindowsmacOSMicrosoft 365Active DirectorynetworkingtroubleshootingPrima ERPRetail J
Soft Skills
customer focusedcalm under pressureorganiseddetail drivenproactiveconfident supporting non technical userscoachingmentoringcommunicationproblem solving