Information Technology Support Specialist

At Piglet in Bed, we're on a mission to become the home of long-lasting, natural comfort.
Dreamt up in 2017 from our Founder Jess' Mother's garden shed in West Sussex, Piglet in Bed began with a simple idea: the best homes aren't perfect, they're personal. What started as a small collection of linen bedding has grown to include new fabrics and unmistakably 'Piglet' designs, complemented by our curated selection of sleepwear and homewares. But one thing hasn't changed: our focus on the incredible team who make Piglet happen. As our team grows, we still like to keep the calendar full of socials, competitions, and chances to see each other. Teamwork is at the heart of everything we do, so we're very excited that you're considering joining us

The Role

As an IT Support Specialist at Piglet in Bed, you'll be responsible for ensuring the smooth and effective operation of our tech infrastructure, from tech roadmap design, all the way through to implementation & maintenance. You'll be Piglet in Bed's first internal technology team member, with your role covering all aspects of the business's tech needs including endpoint procurement & set-up, systems architecture, cyber security, mobile device management, staff training and general tech support.

Given its broad focus, this position will require a solid understanding of the various tech needs of a rapidly growing omnichannel retailer, with a real focus on implementing the right solutions at the right time, and building processes ahead of time to allow us to scale with confidence.

Role:
IT Support Specialist

Hours:
Would consider full time or PT (3, 4 or 5 days)

Annual salary:
£40,000 - £45,000 FTE

Location:
Hybrid working - If full time, 3 days in our London (Vauxhall) office with occasional travel to our stores

What you'll be getting up to

First-line Support

• You'll deliver all first and second line support, responding swiftly to incidents and requests in person, remotely, and via phone/email for both stores and head office teams.
• You'll set up and configure new laptops, desktops, POS devices, and mobile phones, maintaining accurate device and software inventories.
• You'll support with audio-visual / conference room equipment and printers.
• You'll manage the configuration and monitoring of core systems, maintaining our local networking equipment such as access points, firewalls etc.
• You'll be responsible for maintenance and upkeep of our backup infrastructure, including laptops and relevant server(s) and other designated cloud backup locations.
• You'll provide timely report to senior management on progress of dedicated tasks, or on-going activities.
• You'll manage administration for IT processes such as: equipment inventories, hardware purchases, repairs and disposals, Joiner-Mover-Leaver process and license count.
• You'll assist with change projects such as data migration, office reconfiguration and platform or service changes.

Cyber & Compliance

• You'll develop, administer, and run end-to-end cyber security training for all colleagues, ensuring the organisation is protected from threats and compliant with latest standards and GDPR.
• You'll coordinate software licensing, backups, and disaster recovery plans.
• You'll write, update, and maintain technical documentation, user guides, FAQs and incident logs for reference and audit.

System support

• You'll lead continuous improvements to the tech stack, including recommending new systems or upgrades based on business needs.
• You'll support endpoints and systems (including retail POS, cloud systems, and collaboration tools like Microsoft 365).
• You'll support business changes and store rollouts with full IT setup.

About You

• You'll have previous experience in a retail environment with retail systems.
• You'll work well in a team and be adaptable to a fast-paced multi-site environment.
• You'll have good documentation and analytical skills, with a passion for end-user satisfaction.
• You'll have evidence of commitment to training and knowledge.
• You'll demonstrate expertise in cyber security protocols, IT compliance, GDPR and business continuity best practices.
• You're happy to travel to our stores as needed and work flexibly based on the operational needs of the business.

Essential

• You'll have Microsoft Office 2019+ support experience. We support both Windows and Mac devices so Mac (iOS) support exposure is also desirable.

Benefits

• We're proud to pay the
  UK Living Wage
  , a voluntary measure we're taking to make sure our salaries meet our employees real, everyday needs.
• Our flexible working scheme aims to prioritise your work-life balance, allowing for flexible start and finish times.
• With our shortened work week (35.5 hours for full-time staff), we finish work at 3pm every Friday.
• We offer a generous 50% discount on our products alongside plenty of chances to get your hands on treats internally
• Piglet in Bed offers 31 days of holiday annually (pro rata for part time staff), alongside 2 paid days for volunteering.
• We offer a rewards & recognition platform where you can get discounts with lots of retailers, along with a full employee assistance programme and 24/7 GP access.
• With our onsite bike storage and shower facilities, Piglet are excited to offer team members access to our cycle to work scheme.