Technology Support Analyst

Job Description

We have a new opportunity to join our Technology team in Frating, Colchester as a Technology Support Analyst. This role is offered on a permanent basis and will require you to be onsite 5 days per week.

About the team

The Technology team provides expertise and effective solutions to Penguin Random House. We integrate flexibility and agility which supports our consistent way of working. We set ourselves up for success by holding ourselves accountable and welcoming change. Each member of the Technology team brings skill and initiative to their role; we take personal ownership within a one team culture, working collaboratively to meet expectations from our stakeholders who trust us to deliver.

The role

As Technology Support Analyst, you’ll provide hands-on support across a varied technology environment. You’ll be one of the first points of contact for incidents and service requests, helping colleagues with day-to-day technical issues while also supporting the systems and hardware that keep our warehouse and business operations moving.

This is a broad role covering service desk, deskside support, device builds, asset management, warehouse technology and system administration. You’ll work with Windows, macOS and iOS devices, endpoint management tools, print management platforms, mobile device management systems, call management solutions and operational hardware used across the site.

This is a great opportunity for someone who enjoys working in a fast-paced environment, likes solving problems, and takes pride in making technology feel simple and accessible for others.

Key responsibilities

• Provide 1st and 2nd line support for incidents and service requests received by telephone, email, self-service and automated alerts.
• Log, prioritise, investigate and resolve technical issues, escalating to internal 2nd/3rd teams and suppliers where required.
• Support colleagues across warehouse operations and wider business teams, recognising when technical issues may affect operational activity.
• Provide deskside and onsite support across office, warehouse and meeting room environments.
• Support Windows, macOS and iOS devices, including troubleshooting, configuration and general user support.
• Build, provision, repurpose and decommission laptops, desktops, mobile devices and warehouse equipment.
• Support endpoint and device management activity using tools such as Jamf, Microsoft Intune, SCCM, SOTI and similar platforms.
• Support warehouse technology, including Zebra label printers, handheld scanners, mounted terminals and associated peripherals.
• Support print management services, and contact centre technology.
• Maintain accurate hardware, software and asset records, including stock, loan equipment, repairs and decommissioning activity.
• Maintain support documentation, knowledge articles and process notes.

What you’ll bring

Essential criteria

• Previous experience in a technology support, service desk, deskside or onsite support role.
• Strong troubleshooting skills across Windows, macOS, iOS and Microsoft 365.
• Experience using an ITSM tool such as ServiceNow or a similar platform.
• Experience with endpoint or device management tools such as Microsoft Intune, SCCM, Jamf, SOTI or similar.
• Good understanding of ITIL principles and support processes.
• Strong customer service skills and the ability to explain technical information clearly to non-technical users.
• Ability to prioritise work in a busy environment where technology issues may affect business or warehouse operations.
• Good attention to detail when documenting issues, actions and resolutions.
• A proactive approach, with the ability to work independently and as part of a team.

Desirable criteria

• Experience supporting technology in a warehouse, logistics, manufacturing, retail or operational environment.
• Experience supporting Zebra hardware, such as label printers, handheld scanners or mounted terminals.
• Experience with print management solutions, follow-me printing, print server configuration or associated print software.
• Familiarity with Ricoh Streamline NX, Ricoh ProcessDirector or similar print management platforms.
• Experience with mobile device management platforms such as SOTI, Intune or Jamf.
• Experience with call management or contact centre platforms such as Five9 or similar.
• Working knowledge of Active Directory, group policies, Exchange, Microsoft server environments, VMware or general network concepts.
• Experience creating and maintaining technical documentation or knowledge base articles.

Application instructions

Please apply with your CV by 23:59 on Wednesday 15th July 2026.

AI

Here at Penguin, we believe in the power of authenticity and human creativity. When you apply for a position, we want to encourage you to showcase your unique voice. Throughout our recruitment process, please share your own thoughts, experiences, and skills. This helps us get a true sense of who you are and what you might bring to our team.

We celebrate creativity and diverse perspectives, so please be yourself! While we recognise AI tools can be helpful, we recommend using them thoughtfully to ensure your responses reflect you.

Salary

The salary for this position is up to £32,000 depending on how your skills and experience align to the role, plus bonus and benefits.

Additional Information

Disclosure requirements pertaining to the collection of your personal data:

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here.

You can contact the company’s Data Protection Officer at the above-mentioned postal address. 

Further information on data protection and your rights can be found here.

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