Junior IT Support Technician

Job Title: Junior IT Support Technician

Location: Acton Warehouse - Onsite

Reporting To: IT Operations Manager (Alex Fairhurst)

Who we are

At Monica Vinader, we’re on a mission to prove that buying better, wearing longer and doing better don’t have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable.

And don’t just take our word for it, we are proud to be recognised in the industry through our recent awards, proving we are leading the way in sustainable jewellery:

● Ethical/Sustainable Jewellery Business of the Year 2021 & 2023, Retail Jeweller

● Jewellery Brand of the Year 2023, Retail Jeweller

● Queen's Award for Enterprise: Sustainable Development 2022

● Responsible Luxury Business of the Year 2023 & 2022, Positive Luxury

● Positive Luxury Jewellery Business of the year 2024

We are digital first, omni-channel, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy everyday.

Where we need your help

We have all the makings of an iconic brand - beautiful products that are timeless and designed to last, service that exceeds our customers expectations, a passionate founder that cares deeply about doing what is right and a loyal and growing community who advocate for us.

Reporting to the IT Operations Manager, we are looking for a customer-obsessed IT professional to join the MV IT Team. You will become a pivotal part of the team that keeps our IT infrastructure and systems running smoothly. This will include supporting a diverse range of hardware, software, and off-the-shelf/bespoke business applications.

This role will be based onsite in our busy Acton Warehouse and will focus on ensuring the uptime of the IT Infrastructure and systems that support our warehouse operations. Additionally, you will be responsible for managing incoming service desk requests and resolving or escalating tickets to other members of the Team.

Beyond day-to-day tasks, this role offers significant opportunities for growth and development. You will have the chance to take ownership of personal projects, contribute to process improvements within the service desk, and work collaboratively on larger IT initiatives, including new retail store openings and infrastructure rollouts. We are looking for someone who is not only proficient in daily support but also proactive, self-starting, and eager to expand their skills and responsibilities within a dynamic IT environment.

What you’ll do

Company Wide

● Work within a fast-paced IT Service Desk environment, taking ownership of first-line support and ensuring that all requests are resolved to the highest standards and within agreed SLAs.

● Escalate tickets to other members of the IT Team / subject matter experts.

● Ensure equipment is provisioned and shipped to new starters.

● Ensure our IT Asset register is kept up to date.

● Take ownership of R&D within our bespoke engraving platform, working closely with our Design team to ensure that new products are tested and set up.

● Ensure that everything we do complies with IT / Cyber Security best practice.

● Actively participate in the roll-out of new systems/infrastructure and other IT projects, gaining valuable exposure and contributing to successful implementation.

● Proactively identify areas for service desk process improvement and suggest solutions to enhance efficiency and user experience.

● Take initiative on assigned projects, seeing them through from conception to completion with minimal supervision.

Onsite at our Acton warehouse

● Providing onsite IT Support to the operations team at our Acton warehouse.

● Set up pack/work benches, which includes moving equipment, arranging network cables, and mounting tablets and monitors.

● Help to maintain, troubleshoot, and repair on premise IT equipment, including desktops, laptops, printers, and other peripherals.

What you’ll bring

Essential

● Proven experience working within a fast-paced IT Service Desk environment, demonstrating a solid understanding of Level 1 support tasks.

● Excellent troubleshooting and problem-solving skills, with a demonstrated ability to think critically and resolve issues independently.

● Experience in a fast-paced customer (internal or external) focused environment.

● Exceptional customer service and communication skills.

● The ability to build trusted relationships through a professional but personable approach.

● Practical aptitude for hands-on hardware installation, cabling, and general IT equipment setup.

● A strong aptitude for quickly learning new technologies and effectively supporting users.

● Strong organizational skills with the ability to multitask effectively, prioritize your own workload, and manage competing demands.

● A self-starting attitude with a strong sense of initiative, eager to take on new challenges and responsibilities.

● Have a genuine passion for technology and a desire for continuous learning and professional growth.

● Ability to work effectively both independently and as a collaborative member of a wider team.

Desirable

● Good understanding of PC Hardware & IT Systems such as Windows, Mac, etc.

● Experience supporting operational platforms.

● An understanding of network infrastructure, LAN, WAN, Wifi etc.

● Experience of working with Google Workspace.

● A working understanding of IT and Information Security principles.

● A relevant IT Qualification e.g., CompTIA.

To be successful at Monica Vinader...

● You are a doer

● You’re a team player

● You’re humble

● You are honest, straightforward and transparent

● You are a good teacher/mentor (approachable and accessible)

● You want to get your hands dirty

● You solve problems

● You are resilient

● You are flexible

● You are entrepreneurial, smart, and passionate

● If you don't know something, you say so. Then go figure it out quickly

● You love working in a creative environment

● You have a sense of humour

● You are an insatiable learner

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.

Our Aims and Values

Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:

Customer Obsessed

Our customers are at the core of everything we do. We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.

Caring

We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.

Fast Paced

We are passionate about what we do, and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.

Exceptional

We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage.

Commercial

We focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers.

Monica Vinader as a global business makes the following inclusive culture pledge:

Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.

This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company.