IT Support in Worcester

Location: Worcester, UK. Type: Full-Time, Permanent

Welcome to Motel. Our story began during a road trip in the 1990s, where our founders, Will and Andy, travelled across America collecting vintage items while living out of motels. They started purchasing vintage clothing in the USA and selling it wholesale, which eventually led to the creation of stores. From there, they began designing reworked vintage pieces, and thus, Motel was born. Over 30 years and a team of 200+ people later, every piece of clothing we make is created with the same spirit of fun, freedom and adventure as the road trip that first defined the brand. We’re still ambitious and independent, but now we’re a global team - we work from an operational base in Worcester, a design studio in London and a creative studio in Bali.

The Role: We are looking for a proactive and technically capable IT Support individual to help Motel’s growing internal IT function. Sitting between first‑line and second‑line support, this role will help strengthen our internal IT processes, provide high‑quality support to employees, and contribute to the ongoing development of our systems and infrastructure. The ideal candidate will be confident handling day‑to‑day technical issues, managing hardware and accounts, liaising with external IT partners, and supporting small software or system improvements. Strong communication skills, attention to detail, and a customer‑focused mindset are essential.

Main Tasks & Responsibilities:

• Provide first‑and‑second‑line technical support, resolving a wide range of IT issues and escalating complex cases where necessary.
• Manage and prioritise support tickets through the IT helpdesk system, ensuring timely and effective resolution.
• System Installation and Maintenance: Installing and configuring hardware and software, performing updates, patches, and routine performance checks to ensure systems function correctly.
• Build strong working relationships with employees at all levels, delivering excellent customer service.
• Troubleshooting and Repair: Diagnosing and resolving hardware, software, and network issues, repairing or replacing damaged equipment, and escalating unresolved problems to higher-level support.
• Assist in the setup and onboarding of new starters, including configuring laptops, PCs, mobile devices, and user accounts.
• Support with Microsoft 365 and Google Workspace accounts (email, permissions, security settings).
• Maintain and update IT equipment, including ordering, asset tracking, and lifecycle management.
• Help maintain internal networks, printers, and office hardware.
• Support Motel's sustainability initiatives by considering how our practices can improve, actively working in line with the sustainability journey of the business.
• Support internal IT projects, system upgrades, and process improvements.
• Stay up to date with relevant IT legislation, best practices, and emerging technologies.
• Keeping detailed records of system configurations, installations, repairs, and IT assets to track issues and support future maintenance.

This list is not exhaustive and other duties may be required, according to the needs of the business.

About you:

• 2+ years of experience in IT support or a similar technical role.
• Preferably a qualification in Information Technology, Computer Science, or a related field.
• Additional IT certifications (CompTIA A+, Network+, Google/Microsoft certifications) are desirable but not essential.
• Strong communication and customer service skills.
• Strong problem‑solving skills.
• Experience with Windows 11, macOS and basic networking concepts.
• Familiarity with Google Workspace or Microsoft 365 administration.
• Ability to work independently and manage workload effectively.
• Interest in best‑practice IT processes.
• Experience supporting Android and iOS devices.
• Exposure to software troubleshooting or light scripting (e.g. Google Apps Script, PowerShell).
• Previous experience with NetSuite is preferable but not essential.
• Ability to think creatively and contribute new ideas to improve IT services.

What’s in it for you?

• Competitive salary in line with industry benchmarking.
• 3% employer pension contribution, 5% employee contribution as standard.
• 33 days annual leave inclusive of bank holidays, with additional days for long service.
• Birthday day off.
• Team socials and meetups.
• Monthly well‑being activities to support your health and wellbeing.
• Tailored progression pathways.
• A thorough EAP scheme offering financial, legal and health support.
• Access to professional support & mentoring.
• Bonus Scheme for all employees paid out twice a year.
• Motel 50% discount.

Motel is a growth mentality company. Motel Rocks Group Ltd is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.