Tech Support Analyst

About Us

URBN UK Limited is part of the URBN Group, a global retailer, with its European Head Office located in London. Its retail offering in Europe takes the form of three brands.

With stores in more than 10 European countries and a strong e-commerce presence, we’re driven by the same core values as our customers, and we approach our work with a sense of community and purpose that sets our brands apart. We love what we do.

Role Summary

The Tech Support Analyst is responsible for delivering high-quality first and second-line IT support at the Peterborough Fulfilment Centre (PFC), supporting warehouse operations, corporate users and business-critical technology, as well as providing remote IT support to the URBN Distribution Centre in the Netherlands and offices in Brick Lane, India, Turkey and Vietnam.

The role collaborates closely with UK/EU and US IT teams, owns incidents end-to-end, supports and maintains technology across the fulfilment environment, coordinates third-party vendors and contributes to service improvements, infrastructure changes and technology deployments.

This role requires strong technical capability, operational ownership and the ability to work independently in a fast-paced fulfilment environment where technology availability directly supports warehouse operations.

What You'll Be Doing

• Own incidents end-to-end, ensuring thorough investigation, clear communication and timely resolution in line with SLAs.
• Provide advanced troubleshooting across Windows, macOS, hardware, networking, cloud platforms and fulfilment-centre technology systems.
• Support Microsoft 365, Google Workspace, Microsoft Azure/Entra ID, Microsoft Intune, identity platforms, endpoint management tools, device provisioning and access management.
• Use Microsoft Intune and Azure/Entra ID to support device enrolment, compliance, access troubleshooting, group membership and application deployment.
• Act as a local technical escalation point, supporting colleagues with complex incidents, validating troubleshooting steps and guiding next actions where required.
• Coordinate third-party vendors, warehouse technology partners, ensuring clear communication and timely resolution of external dependencies.
• Support technology deployments, device rollouts, infrastructure changes and operational projects across PFC, while providing remote technical support to the Netherlands Distribution Centre and offices in Brick Lane, India, Turkey and Vietnam. 
• Identify recurring issues, service gaps and root causes, escalating systemic problems and contributing to long-term fixes.
• Maintain high-quality ticket documentation, including troubleshooting steps, communications, root cause findings and resolutions.
• Monitor site technology and infrastructure, flag anomalies and escalate operational or service risks promptly to the appropriate IT leadership and infrastructure teams.
• Communicate clearly with PFC Operations, Maintenance, the Netherlands Distribution Centre and UK/EU and US IT teams, translating technical information into clear, user-friendly updates.
• Build strong relationships with PFC Operations, Maintenance and Head Office functions by delivering a proactive, solutions-focused support experience.
• Contribute to knowledge sharing by creating documentation, troubleshooting guides and updates on emerging issues or trends.
• Participate in post-incident reviews and continuous improvement initiatives to improve service quality and user experience.

What You'll Need

• Proven experience in an IT support, second-line support or technical operations role.
• Strong troubleshooting skills across Windows, macOS, mobile devices, hardware and cloud-based environments.
• Experience supporting Microsoft 365, Microsoft Azure/Entra ID, Microsoft Intune and/or Google Workspace.
• Practical experience using Microsoft Intune for device enrolment, compliance, configuration profiles and application deployment.
• Working knowledge of Azure/Entra ID, including users, groups, access reviews, conditional access and basic identity troubleshooting.
• Strong understanding of identity management, endpoint management, system access and device configuration.
• Understanding of networking fundamentals, infrastructure support and warehouse/fulfilment technology systems.
• Ability to manage workload independently, prioritise effectively and own incidents through to resolution.
• Strong stakeholder communication skills across PFC operational teams and UK/EU and US technology teams.
• Strong documentation discipline with an audit-ready approach to tickets, assets and processes.
• Awareness of IT security standards, user verification, access control and safe handling of sensitive information.
• Proactive mindset with a focus on ownership, accountability and continuous improvement.

#URBN #LI-ER1

The Perks

• Wellbeing:
• Employees Assistance program to support with mental, physical and financial health
• Fully equipped free gym and 50% discount off external gym memberships
• Private Medical Insurance
• Employee Discount:
• Up to 40% off at all URBN Brands 
• Travel:
• Cycle to work scheme
• Continued Development:
• We offer structured support within the business alongside continued learning and development

Equal Opportunity Statement

URBN is an Equal Opportunities Employer committed to diversity and inclusion. We provide equal employment opportunities regardless of age, sexual orientation, sex, gender reassignment, pregnancy, marital status, religion, race, or disability. We base all our employment decisions on merit, job requirements and business needs.