Hybrid IT Support Specialist – Retail & Head Office

White Stuff; Greater London; Hybrid; GBP 31,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Quarterly/Annual bonus opportunity

Up to 25 days holiday per annum

Volunteer days

50% discount

BUPA Dental Insurance

Healthcare cash plan and Life Assuranc

Season ticket loan

Pension Contribution

Job summary

White Stuff is seeking an experienced IT Support Specialist to deliver high-quality first and second-line support across Head Office, Distribution Centre, Contact Centre and retail locations. This hands-on role focuses on solving problems, improving colleague experience and implementing practical IT processes.

Based in London, the role is hybrid with occasional travel to sites. You will own incidents from intake to resolution, support mixed device environments, and help drive technology

Qualifications

• Around three years’ experience in a first and second-line IT support environment.
• 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.
• Structured troubleshooting approach with good priority, risk and escalation judgment.
• Ability to work independently while collaborating with the wider IT team and stakeholders.

Responsibilities

• Provide first and second-line IT support across Head Office, Distribution Centre, Contact Centre and retail locations.
• Support Windows, Mac, Android and Apple environments including devices and collaboration tools.
• Take ownership of incidents and service requests, prioritise workload and escalate when needed.
• Configure, install, maintain and troubleshoot software and hardware per IT processes and security requirements.
• Provide EPOS and retail technology support and contribute to store initiatives.
• Maintain tickets, documentation, asset records and knowledge articles.
• Identify recurring issues and implement practical solutions to reduce repeat demand.
• Contribute to technology projects, pilots and service improvements with internal teams and suppliers.
• Assist colleagues with AI-enabled productivity tools and validate outputs according to company policies.

Skills

IT support

Windows 11

Microsoft 365

Active Directory

Microsoft Entra ID

Networking basics

Ticket ownership

Microsoft Copilot

End-user devices

Education

ITIL knowledge or certification

Tools

Intune

Meraki

PowerShell

Job description

White Stuff is seeking an experienced IT Support Specialist to deliver high-quality first and second-line support across Head Office, Distribution Centre, Contact Centre and retail locations. This hands-on role focuses on solving problems, improving colleague experience and implementing practical IT processes.

Based in London, the role is hybrid with occasional travel to sites. You will own incidents from intake to resolution, support mixed device environments, and help drive technology