IT Support Assistant

Job Title: IT Support Assistant

Location: Acton Warehouse - Onsite

Reporting To: IT Operations Manager

Who we are

At Monica Vinader, we’re on a mission to prove that buying better, wearing longer and doing better don’t have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable.

And don’t just take our word for it, we are proud to be recognised in the industry through our recent awards, proving we are leading the way in sustainable jewellery:

• Responsible Jewellery Brand, 2026, Country & Town House

• Responsible Business of the Year, 2025, Positive Luxury

• Top 50 Inspiring Workplaces (UK and NI), 2024, Inspiring Workplaces

We are digital first, omni-channel, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy everyday.

Where we need your help

We have all the makings of an iconic brand - beautiful products that are timeless and designed to last, service that exceeds our customers expectations, a passionate founder that cares deeply about doing what is right and a loyal and growing community who advocate for us.

Reporting to the IT Operations Manager, the IT Support Assistant plays a key role in supporting the technology that underpins our warehouse operations. Based onsite at our busy Acton Warehouse, this role is responsible for providing first-line IT support, maintaining operational uptime, and ensuring colleagues have the tools and systems they need to work effectively.

You will be part of the wider IT team, supporting a mix of hardware, software, and bespoke business applications. This is a hands-on, fast-paced role that requires strong organisation, reliability, and a customer-focused mindset.

Beyond day-to-day support, the role offers opportunities to develop technical skills, contribute to service desk improvements, and gain exposure to wider IT projects across the business.

What you’ll do

Company-wide

• Provide first-line IT support within a fast-paced service desk environment, ensuring requests are resolved to a high standard and within agreed SLAs.

• Log, manage, and escalate service desk tickets appropriately, keeping users informed of progress.

• Provision, prepare, and ship IT equipment for new starters and role changes.

• Maintain accurate IT asset records and documentation.

• Support testing and setup within bespoke systems, including our engraving platform, working closely with internal stakeholders.

• Ensure all work aligns with IT and cyber security best practices.

• Support the rollout of new systems, infrastructure, and IT initiatives across the business.

• Proactively identify opportunities to improve service desk processes and user experience.

• Take ownership of assigned tasks and small projects, seeing them through to completion.

Onsite at Acton Warehouse

• Provide responsive onsite IT support to warehouse teams.

• Set up pack and work benches, including installation of desktops, tablets, monitors, peripherals, and cabling.

• Maintain, troubleshoot, and repair onsite IT equipment such as laptops, desktops, printers, and other peripherals.

• Support the stability and availability of systems critical to warehouse operations.

What you’ll bring

This role is aligned to Junior-Level capability indicators within our Capability Framework.

Connect & Empower

• Communicates clearly and professionally with colleagues across warehouse, retail, and office teams.

• Builds trusted relationships through a friendly, approachable, and dependable working style.

• Collaborates effectively with the wider IT team, escalating issues appropriately and sharing information openly.

• Understands the importance of being present and available in an onsite support role where teams rely on timely assistance.

Drive & Deliver

• Manages workload effectively in a fast-paced, operational environment.

• Demonstrates accountability and ownership for completing tasks to a high standard.

• Is reliable and consistent in their approach to work, recognising the importance of punctuality and attendance in supporting warehouse operations.

• Follows agreed processes, SLAs, and security standards to ensure continuity of service.

Grow & Adapt

• Shows curiosity and a willingness to learn, building technical skills through hands-on experience.

• Responds positively to feedback and uses it to improve performance.

• Adapts to changing priorities and operational demands with a practical, solutions-focused mindset.

• Reflects on experiences to continuously improve effectiveness and confidence in the role.

Master & Apply

• Applies foundational IT knowledge to resolve first-line support issues.

• Develops practical skills across hardware setup, troubleshooting, and onsite support.

• Learns and applies new systems, tools, and processes quickly.

• Understands the impact that IT reliability and responsiveness have on operational performance.

To be successful at Monica Vinader, it helps if you...

• Are hands-on, solutions-focused, and entrepreneurial

• Collaborate openly with humility, honesty, and humour

• Embrace learning, teaching, and personal growth

• Stay resilient, adaptable, and self-motivated in a creative environment

• Speak up when you don’t know—and act fast to figure it out

Additional Requirements

Ability to document your authorisation to work in the United Kingdom.

Travel Requirements

Travel to our London / Norfolk office, Acton warehouse or retail outlets both in the UK and overseas may be required.

Our Aims and Values

Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:

Customer Obsessed

Our customers are at the core of everything we do. We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.

Caring

We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.

Fast Paced

We are passionate about what we do, and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.

Exceptional

We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage.

Commercial

We focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers.

Monica Vinader as a global business makes the following inclusive culture pledge:
Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.

This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company.