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URBN Tech Support Analyst, Peterborough DC

URBN
Peterborough, GBR
Full-time
Onsite
Discovered 1 months ago
First- and second-line IT supportIncident managementWindowsmacOSMicrosoft 365Microsoft Azure/Entra ID

Full Job Posting

Role summary

Provide first- and second-line IT support at the Peterborough Fulfilment Centre for warehouse operations, corporate users and business-critical technology.

Provide remote IT support to the Netherlands Distribution Centre and offices in Brick Lane, India, Turkey and Vietnam.

Own incidents end-to-end, support fulfilment-centre technology, coordinate vendors and contribute to service improvements, infrastructure changes and deployments.

Support and incident management

  • Investigate, communicate and resolve incidents in line with SLAs.
  • Troubleshoot Windows, macOS, hardware, networking, cloud platforms and fulfilment-centre technology.
  • Act as a local technical escalation point and guide colleagues on complex incidents.
  • Identify recurring issues and root causes, escalate systemic problems and contribute to long-term fixes.
  • Maintain high-quality ticket records, including troubleshooting, communications, root causes and resolutions.

Systems and site operations

  • Support Microsoft 365, Google Workspace, Azure/Entra ID, Intune, identity platforms, endpoint management, device provisioning and access management.
  • Use Intune and Azure/Entra ID for enrolment, compliance, access troubleshooting, group membership and application deployment.
  • Coordinate third-party vendors and warehouse technology partners.
  • Support technology deployments, device rollouts, infrastructure changes and operational projects.
  • Monitor site technology and infrastructure and promptly flag operational or service risks.

Communication and improvement

  • Communicate technical information clearly to fulfilment-centre operations, maintenance and UK/EU and US IT teams.
  • Build relationships with operations, maintenance and Head Office functions through proactive support.
  • Create documentation and troubleshooting guides, participate in post-incident reviews and contribute to continuous improvement.

Experience and technical skills

  • Have proven experience in IT support, second-line support or technical operations.
  • Have strong troubleshooting skills across Windows, macOS, mobile devices, hardware and cloud environments.
  • Have experience supporting Microsoft 365, Azure/Entra ID, Intune and/or Google Workspace.
  • Have practical Intune experience with enrolment, compliance, configuration profiles and application deployment.
  • Have working Azure/Entra ID knowledge covering users, groups, access reviews, conditional access and basic identity troubleshooting.
  • Understand identity management, endpoint management, system access, device configuration, networking, infrastructure and warehouse technology.

Working approach and security

  • Manage workload independently, prioritize effectively and own incidents through resolution.
  • Communicate effectively with operational teams and UK/EU and US technology teams; maintain audit-ready tickets, asset records and processes.
  • Understand IT security standards, user verification, access control and safe handling of sensitive information.
  • Bring a proactive approach focused on ownership, accountability and continuous improvement.

About URBN

URBN UK Limited is part of the URBN Group, a global retailer with its European Head Office in London.

Its European retail offering includes three brands, with stores in more than 10 European countries and a strong e-commerce presence.

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