IT Support Technician

NewStore; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A tech-driven retail company in London is looking for an IT Support Technician to enhance internal IT services. This role involves troubleshooting issues, onboarding new hires, and maintaining documentation. Ideal for early-career professionals seeking a supportive environment to learn and grow. Generous PTO and flexible work options are offered.

Benefits

Generous PTO

Professional growth budget

Flexible work options

Quarterly bonuses

Qualifications

• Some hands-on experience in IT support, helpdesk, or similar.
• Comfortable with basic troubleshooting of hardware and software.
• Proactive mindset with focus on customer service.

Responsibilities

• Provide support to employees on IT software.
• Analyze and troubleshoot hardware and software issues.
• Monitor the IT Service Desk queue for support requests.

Skills

Basic troubleshooting skills

Customer service orientation

Organizational skills

Tools

Jira

Zendesk

ServiceNow

Job description

The Role

At NewStore, we’re building a different kind of internal IT experience - one that enables our people to do their best work from day one. We’re looking for an IT Support Technician to join our Digital Workplace team and help us scale a seamless, secure, and people-first approach to IT support across our global teams.

In this role, you’ll support the team with day-to-day IT requests - like troubleshooting laptop issues, setting up new hires, and learning how to roll out new tools with guidance.. You’ll play a key role in enabling productivity, improving our internal systems, and helping every employee have a smooth and supported experience with technology.

What You'll Do

• End-User Support: Provide prompt and professional support to NewStore employees on all technical questions related to IT software.
• Issue Resolution: Support the team in analyzing and troubleshooting common hardware and software issues (e.g., laptops, mobile devices, productivity tools).
• IT Advising: Support employees with basic guidance on hardware and software usage - while learning best practices along the way.
• Documentation: Help keep IT documentation up to date and contribute to improving internal guides and checklists.
• Service Desk Monitoring: Proactively monitor the IT Service Desk queue to ensure timely response and resolution of support requests.
• Employee Onboarding & Offboarding: Coordinate and execute the IT onboarding of new hires (including provisioning accounts and equipment) and the secure offboarding of terminated employees.
• Equipment Management: Assist with ordering and tracking IT equipment, working alongside senior team members.
• Hardware Decommissioning: Identify and decommission non-compliant or obsolete hardware in accordance with company policies.
  
  

What You Bring (and What You’ll Learn)

• Some hands-on experience in IT support, helpdesk, or similar - through a previous role or internship.
• Comfortable with basic troubleshooting of hardware and software issues (MacOS, Windows, productivity tools), and eager to build deeper expertise.
• Exposure to ticketing systems (e.g. Jira, Zendesk, ServiceNow) is a plus, but not essential - we’ll support you in learning our tools.
• A proactive, people-first mindset with a focus on excellent customer service.
• Strong organizational skills and attention to detail.
• Experience supporting distributed or hybrid teams is a plus.
  
  

If you're early in your IT career and looking for a supportive place to learn, grow, and make a real impact - we’d love to hear from you.

Our Story

At NewStore, we're on a mission to create a seamless, app-based omnichannel experience that will change the game for innovative retail brands. And guess what? We're doing just that, by empowering brands in 40+ countries to run their entire stores on an iPhone, we're paving the way for a brighter future in retail, where shopping is an effortless, enjoyable experience.

At NewStore, our diversity is our greatest strength. Our team comprises over 40 nationalities, fostering a melting pot of unique perspectives, cultural experiences, and innovative ideas.

Join us in our mission to bring the joy back to retail and be part of a team that is breaking down barriers and creating a brighter future.

Perks And Benefits

Generous PTO and R&R: We prioritize your well-being with a generous PTO policy and a culture that encourages you to take the time you need to recharge and relax.

Professional Growth: We support your career development with a dedicated personal development budget and a learning-centric environment to help you advance your skills and knowledge.

Flexible Work Options: With the option to work remotely, you can create a work environment that suits your lifestyle and maximizes your productivity.

Balanced Work-Life: Our "life-friendly" working hours are designed to help you maintain a fulfilling career and a balanced personal life.

Financial Rewards: As part of our team, you'll have the opportunity to participate in our success with employee stock options and a quarterly bonus based on company performance.