IT Support Assistant

Job Title

IT Support Assistant

Acton Warehouse - Onsite

IT Operations Manager

Monica Vinader is a sustainable luxury jewellery brand focused on providing accessible, high-quality products. The IT Support Assistant will support the technology that drives our warehouse operations, ensuring first‑line IT support, uptime and a reliable system for colleagues.

• 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 elevate 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.

• 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.

• 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.
• 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 their 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.
• 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.
• Applies foundational IT knowledge to resolve first‑line support issues.
• Develops practical skills across hardware setup, 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.
• Is hands‑on, solutions‑focused, and entrepreneurial.
• Collaborates openly with humility, honesty, and humour.
• Embraces learning, teaching, and personal growth.
• Stays resilient, adaptable, and self‑motivated in a creative environment.
• Speaks up when they don't know—and act fast to figure it out.

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

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