Junior IT Support Technician

IT Support Assistant

Location: Acton Warehouse – Onsite

Reporting To: IT Operations Manager

Join us to support the technology that underpins our warehouse operations. In this role, you will provide first-line IT support, maintain operational uptime, and ensure colleagues have the tools and systems they need to work effectively.

Responsibilities

• Provide first-line IT support within a fast‑paced service desk environment, ensuring requests are resolved to a high standard and within agreed SLAs.
• Log, manage and escalated service desk tickets appropriately, keeping users informed of progress.
• Provision, prepare and ship IT equipment for new starters and role changes.
• Maintain accurate IT asset records and documentation.
• Support testing and setup within bespoke systems, including our engraving platform, working closely with internal stakeholders.
• Ensure all work aligns with IT and cyber‑security best practices.
• Support the rollout of new systems, infrastructure, and IT initiatives across the business.
• Proactively identify opportunities to improve service desk processes and user experience.
• Take ownership of assigned tasks and small projects, seeing them through to completion.

Onsite at Acton Warehouse

• Provide responsive onsite IT support to warehouse teams.
• Set up pack and work benches, including installation of desktops, tablets, monitors, peripherals, and cabling.
• Maintain, troubleshoot and repair onsite IT equipment such as laptops, desktops, printers and other peripherals.
• Support the stability and availability of systems critical to warehouse operations.

Connect & Empower

• Communicates clearly and professionally with colleagues across warehouse, retail and office teams.
• Builds trusted relationships through a friendly, approachable and dependable working style.
• Collaborates effectively with the wider IT team, escalating issues appropriately and sharing information openly.
• Understands the importance of being present and available in an onsite support role where teams rely on timely assistance.

Drive & Deliver

• Manages workload effectively in a fast‑paced, operational environment.
• Demonstrates accountability and ownership for completing tasks to a high standard.
• Is reliable and consistent in approach to work, recognising the importance of punctuality and attendance in supporting warehouse operations.
• Follows agreed processes, SLAs and security standards to ensure continuity of service.

Grow & Adapt

• Shows curiosity and a willingness to learn, building technical skills through hands‑on experience.
• Responds positively to feedback and uses it to improve performance.
• Adapts to changing priorities and operational demands with a practical, solutions‑focused mindset.
• Reflects on experiences to continuously improve effectiveness and confidence in the role.

Master & Apply

• Applies foundational IT knowledge to resolve first‑line support issues.
• Develops practical skills across hardware set‑up, troubleshooting and onsite support.
• Learns and applies new systems, tools and processes quickly.
• Understands the impact that IT reliability and responsiveness have on operational performance.

Additional Requirements

Ability to document your authorisation to work in the United Kingdom.

Travel Requirements

Travel to our London / Norfolk office, Acton warehouse or retail outlets both in the UK and overseas may be required.

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