Retail IT Support Specialist

Salary: £44,000 - 84,000 per year

Requirements:

• Understanding of hardware, software, and networking concepts.
• Proficiency in troubleshooting desktops, laptops, printers, and other peripherals.
• Knowledge of operating systems such as Windows, macOS, and Linux.
• Familiarity with common business software applications and their configurations.
• Excellent communication skills to interact effectively with users of varying technical expertise.
• Patience and empathy to understand user concerns and provide solutions in a courteous manner.
• Ability to manage difficult situations calmly and professionally.
• Strong analytical skills to diagnose technical issues accurately and efficiently.
• Ability to follow systematic troubleshooting processes to resolve problems.
• Creative problem-solving abilities to find innovative solutions to complex issues.
• Attention to detail to ensure all aspects of a problem are addressed and resolved.
• Ability to manage multiple tasks and prioritize them based on urgency and impact.
• Time management skills to handle a high volume of incoming requests while meeting service level agreements (SLAs).
• Efficient task prioritization to ensure critical issues are addressed promptly.
• Proficiency in documenting support requests, troubleshooting steps, and solutions accurately and comprehensively.
• Organization skills to maintain a knowledge base of common issues and their resolutions for future reference.
• Ability to create user-friendly documentation and guides to help users resolve basic issues independently.
• Collaboration skills to work effectively with other service desk team members and IT departments.
• Willingness to share knowledge and expertise with colleagues to improve overall team performance.
• Ability to escalate complex issues to appropriate teams or specialists while providing necessary information and context.
• Eagerness to stay updated with new technologies, products, and industry best practices.
• Willingness to pursue certifications and attend training sessions to enhance skills and knowledge.
• Adaptability to changes in technology and organizational processes.
• Previous experience in Retail or Hospitality would be advantageous.

Responsibilities:

• Provide technical support and assistance to end-users, resolving hardware, software, and network-related issues promptly and effectively.
• Troubleshoot and diagnose IT problems, identify root causes, and implement solutions to minimize downtime and disruptions.
• Install, configure, and maintain computer systems, software, and peripherals to ensure optimal performance and security.
• Assist with the setup and deployment of new devices, including computers, printers, and mobile devices.
• Manage user accounts and access permissions, ensuring data security and compliance with company policies.
• Respond to IT support tickets and inquiries via email, phone, or ticketing systems, and document solutions and resolutions.
• Manage and support end-to-end store hardware asset management life cycle and governance according to infrastructure definition.
• Support the store creation, move, and closing process, participating in projects and internal improvements.
• Provide technical assistance and support to users and stores across the UK and Ireland.
• Travel to sites across the UK and Ireland when issues cannot be resolved remotely.
• Work outside standard business hours, including weekends, when needed to ensure uninterrupted service and support.
• Work with the team to document procedures, create user guides, and improve daily basic tasks.

Technologies:

• Hardware
• Support
• Linux
• macOS
• Mobile
• Network
• Security
• Windows
• Flow

More:

We are Flying Tiger Copenhagen, a variety retail concept with over 800 stores across 27 countries and more than 7,000 employees. We design products to make people feel good and create experiences that bring smiles, while remaining committed to sustainability in how we source materials and operate our business. This is a permanent, full-time role based at our UK Head Office in London, reporting to the Operations Support Manager. We offer the opportunity to support our stores and business across the UK and Ireland as part of a team focused on reliable service, proactive support, and strong ownership of IT assets.

last updated 32 week of 2026