IT Support Specialist

The Role:

To provide a comprehensive 1st & 2nd line IT Support function to the Mulberry Group (c.1000 employees) as part of the IT Support Team. Maintain in-depth and current technical knowledge to provide expert advice. Within the role you will provide support to all the company’s existing ICT systems.

The IT support service involves: Resolving support calls, managing own calls on the IT Service Desk, carry out hands-on support of London based users (200 users currently), provide remote support of Mulberry ERP systems and other central back-end systems across all Mulberry sites and participate in project work (upgrades, implementations).

The role is based in London and has a requirement to be on-site 5 days a week, with some travel to our UK offices and stores, as the business demands. Weekend on-call support may be required.

Duties & Responsbilities:

Support and implementation of the following:

· Critical business systems

Prima ERP system, Business Objects reporting, Manhattan WMS system, Aptos, Hybris, Salesforce, Mulesoft.

· Retail / EPoS systems

Installation, deployment and support of EPOS system (Retail J) and Tulip POS.

· Operating systems

Maintenance of Windows Server 2012+, Microsoft 365 including Exchange, Active Directory, Intune, Azure, Sharepoint, Teams, Windows file server.

· Desktop Support

Microsoft Windows 10&11, Microsoft Office 365, Apple IOS, MS Authenticator.

· Networking

Detailed knowledge of the following areas - WAN/LAN, TCP/IP, DHCP, VPN and Switches / Routers, Cisco Meraki.

· Mobile/IP Telephony

Support and maintenance of mobile telephones, including Apple iPhones & Android devices, 8x8 system.

· Hardware support and Maintenance

Desktop PC’s, laptop & mobile solutions, printers & photocopiers. Meeting room and AV support.

Culture:

− Understand and demonstrate the Mulberry employee values and behaviours: Be Bold, Be Imaginative, Be Open, Be Responsible.

− 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 business, it is important to incorporate environmentally responsible practices into your work wherever possible. Support the businesses ‘Five C’s’ strategy in addressing and improving Climate, Cultivation, Craft, Culture and Circularity. Promote a greener, more sustainable future.

− Support to foster an environment where diversity is embraced and all individuals feel valued, respected and included. Promote equity, empathy and understanding and demonstrate this commitment within your internal and external communities. 

Skills and Experience Required:

- Minimum two years' experience in a similar level IT Support role.

- Previous experience supporting corporate/retail/store users preferred.

- Strong communication skills and a customer service approach.

- Positive, 'can-do' attitude.

What we can do for you:

- Product allowance

- Additional Day Off for your Birthday!

- An enviable staff discount and exclusive access to staff sales

- Pension Contributions & Life Assurance

- Training and development opportunities - including full access to LinkedIn Learning!

- 2 x paid Volunteering Days per year