IT Support Technician
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About Our Group Company:
Neve Jewels Group is a UK headquartered, digital-first jewellery company redefining modern luxury through made-to-order design, ethical craftsmanship, and global e-commerce across its brands: Diamonds Factory, Austen & Blake, and Sacet.
Neve Values:
Celebrate the Moment - We honour life’s milestones by creating meaningful, joy-filled jewellery experiences.
Customer Centric Approach - Every decision starts with our customer, delivering personalised service at every step.
Earn Trust and Respect - We build trust through honesty, care, and respect in all relationships.
Experience Led Innovation - We blend tradition and innovation to enhance every jewellery experience.
Empathy for People and Planet - We act with compassion, sourcing ethically and operating sustainably.
About the role:
This role ensures smooth day-to-day IT operations across UK&IE by maintaining physical and remote asset inventories, resolving daily IT issues remotely or in the office, and ensuring vendor accountability. You will be responsible for the lifecycle management of all IT assets, overseeing systems and telecoms, and coordinating external vendors for IT-related services.
Key responsibilities:
IT asset management
- Maintain an up-to-date inventory of all IT assets (in office and remote locations) (workstations, networking equipment, phones, store tech assets, etc.).
- Track asset allocation, returns, repairs, and disposition.
- Ensure compliance with internal asset policies and audit requirements.
- Support procurement and tagging of new IT assets and inventory control.
Systems and telecoms support
- Partner with wider IT team to implement new technologies and improve existing systems.
- Collaborate on IT projects and initiatives (upgrades, testing, deployment).
- Coordinate with systems and telecoms providers to resolve service disruptions or plan upgrades.
- Monitor and support daily internet connectivity and bandwidth availability.
- Handle first-line troubleshooting of systems and telecoms issues (Google workspace, MAC OS, Windows OS, Laptops, desktops, MAC systems, MS Office suite, In house cloud hosted applications, SLACK, Wi-Fi and LAN, Broadband, 3CX, Printer/Scanner, ASANA, Adobe creative suite)
Vendor coordination
- Liaise with vendors for hardware, software, and services procurement.
- Manage annual maintenance contracts and service tickets with external providers, track Service levels and escalate delays or unresolved issues.
- Financial Liaison: Assist in evaluating vendor proposals and coordinate with the Finance team for invoice clearance.
Everyday IT support
- User Support: Provide end-user support across UK&IE for hardware and software.
- Lifecycle Events: Lead IT onboarding/offboarding (setup, orientation, and asset collection). Provide formal sign-off to HR and Finance during employee exits.
- Meeting Room Excellence: Perform proactive "floor walks" to ensure AV hardware (displays, mics, VC equipment) is in peak condition.
- White-Glove Event Support: Provide technical support for high-stakes meetings and Town Halls.
- Incident Response: Act as the local point of contact during major IT incidents.
About you:
- Education: Bachelor’s degree or apprenticeship in IT, Computer Science, or a related field.
- Experience: 2+ years in IT Support, Asset Management, or Network Operations.
- Technical Skills: Proficient in troubleshooting the "Full Stack": Google Workspace, macOS/Windows, Slack, 3CX, Asana, and Adobe Suite.
- Process Driven: Familiarity with ITSM processes is a must; experience with ticketing tools (e.g., Jira, ServiceNow, Zendesk) is a plus.
- Soft Skills: Excellent communication with an enthusiastic "desk-side manner" and the ability to manage competing priorities.
- Flexibility: Willingness to travel to UK&IE stores and offices as needed.
What we offer:
- Join a fast-growing business where your contributions matter and your ideas are valued
- Work in a supportive, transparent environment that encourages innovation and excellence
- Enjoy flexibility with 3 days a week in our vibrant Hatton Garden office and 2 days working from home
- Flexi hours - start your day between 8am and 10am, then finish between 4pm and 6pm
- Comprehensive Vitality private healthcare, offering access to high quality medical support and wellness benefit
Our Commitment to Diversity & Inclusion
At Neve Jewels Group we are committed to providing a work environment that supports, inspires, and respects all individuals. We do not discriminate on the basis of gender, race, colour, religion, age, disability, belief, sexual orientation, marital status, or is disadvantaged by conditions or requirements which cannot be shown.