Provide 2nd/3rd-line IT support for head office and retail, troubleshoot POS/ERP/payments, lead incident and problem resolution, maintain systems and documentation, mentor support staff, and collaborate with infrastructure, security, and application teams to ensure service continuity and SLA compliance.
Born in 1971, the roots of Mulberry are in Somerset, England. For more than fifty years, Mulberry has been a British lifestyle brand, internationally acclaimed for quality and design capturing the Mulberry Spirit.
Sustainability has been part of the Mulberry ethos since the brand's inception, in recognition of our purpose-driven approach, in 2024 we proudly achieved B Corp Certification.
Today, we are a global brand, but our values remain the same; we are committed to improving our impact on people and the planet. To do this our people are honest, dynamic, and community spirited.
If these are values you share, we would love you to join our team.
As a Senior IT Support Analyst, you will play a critical role in ensuring the stability, performance, and reliability of IT services across the business, with a particular focus on retail stores, head office users, and operational teams.
This is a fixed‑term, 9‑month position to provide cover during a period of sabbatical leave.
Duties & Responsibilities:
End User & Retail Support
• 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.
Incident & Problem Management
• 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.
Systems, Devices & Applications
• 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.
Process Improvement & Documentation
• 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.)
Team Leadership & Collaboration
• 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
Culture:
•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.
Sustainability:
•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.
Skills & Knowledge:
Essential
•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.
Preferred
•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.
Mulberry is an equal opportunities employer and we are passionate about hiring and developing the best talent. All hiring decisions are made only on the basis of qualifications, skills or experience and as they relate to the particular role. If you need us to make any adjustments to our application or interview processes to enable you to be at your best, please email us at [email protected].
Top Skills
Windows,Macos,Microsoft 365,Active Directory,Entra Id,Pos Systems,Erp,Stock Management,Payments,Store Hardware,Endpoint Security,Remote Access,Iphone,Android,Printers,Cisco Meraki,Lan,Wan,Tcp/Ip,Dhcp,Vpn,Prima Erp,Retail J,Tulip Epos,Salesforce Service Cloud,Manhattan Wms,Aptos Oms,Sql,Jira,Confluence,Gcp,Power Bi,Windows 11,Apple Ios,Pci
Similar Jobs
Aerospace • Information Technology • Software • Cybersecurity • Design • Defense • Manufacturing
The Environmental Engineer will focus on integrating environmental considerations in design, ensuring compliance with legislation, and managing environmental risks for Boeing products and services.
Top Skills:
Ms Office Suite
Aerospace • Information Technology • Software • Cybersecurity • Design • Defense • Manufacturing
The role involves providing airworthiness management support for the AH-64E Apache and ensuring operational compliance with military regulations while improving processes and communication between teams.
Top Skills:
Mms (Aircraft Maintenance Management Systems)
Aerospace • Information Technology • Software • Cybersecurity • Design • Defense • Manufacturing
The MRO Delivery Manager leads a multidisciplinary team to manage aircraft maintenance operations, ensuring timely and quality delivery while engaging with various stakeholders.
Top Skills:
Aviation Quality AssuranceMaa Regulatory ArticlesMaa Regulatory Publication Part 145Safety Management System
What you need to know about the Bristol Tech Scene
Along with Gloucester, Swindon and Bath, Bristol is part of the "Silicon Gorge" tech hub, a region in the U.K. renowned for its high-tech and research-driven industries, with a particular emphasis on sustainability and reducing environmental impact. As the European Green Capital, Bristol is home to 25,000 cleantech companies, including Baker Hughes and unicorn Ovo Energy. The city has committed to achieving net-zero emissions within the next decade.
