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Senior IT Support Analyst



Posted 1 week ago

Join Rapha's IT Support Team in London and empower a global community of cycling enthusiasts through tech solutions


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No salary declared 😔

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N19 4AG

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Expires at anytime

Organisation summary: Rapha is a well-established name in the world of cycling, providing high-quality apparel and fostering a global community with a passion for the sport. The company is dedicated to enhancing the cycling experience through innovative products, events, and a vibrant club culture. As part of its commitment to excellence, Rapha is seeking an IT Support Technician to join their London-based team, offering an opportunity to work in a dynamic, fast-paced retail environment that blends a love for technology with the world of cycling.

  • Resolve daily technical issues and identify recurring problems.
  • Manage helpdesk Analysts and promote efficient problem-solving.
  • Ensure knowledge sharing within the team using a Wiki.
  • Handle ticketing systems and report metrics to the business.
  • Provide feedback on core service issues and plan future enhancements.
  • Manage IT Supplies budget and equipment stock.
  • Collaborate with external contractors for service delivery.
  • Administer software licensing for core platforms.
  • Maintain contact with global teams and support retail operations.
  • Proficient in MacOS, IOS, Windows 10/11, Server 2016/2019, Google Workspace, and Microsoft Office 365.
  • Knowledge of TCP/IP networking, Wi-Fi technology, MDM technologies, and helpdesk ticketing systems.
  • Experienced with EPOS, mobile technologies, general hardware and software, and remote support.
  • Excellent communication skills and a can-do attitude towards problem-solving.
  • Desirable: Understanding of Cyber & Data security principles and Audio Visual solutions.

Working at Rapha: Employees enjoy flexible working hours, remote work options, generous discounts on apparel, free barista coffee, social events, cycling club membership, and more, all within a culture that celebrates cycling and innovation.


Rapha’s IT Support team located in Archway London, support staff across the organisation in our HQ and around the world in our retail locations. We strive to enable productivity of individuals & teams by resolving and removing technical problems.

The ideal candidate will have a keen interest in workplace and retail technologies, enjoy problem solving and working with people, trying to always improve the status quo. Good communication skills will be key, as the team works directly with staff from around the business and world, who may not have good technical skills.

The Role

  • Reporting to the Head of IT Systems, as part of a small team.

  • Responsible for ensuring day-to-day technical issues with “core” systems/services are resolved on a timely basis, and recurring topics identified & addressed.

  • Managing helpdesk Analysts, promoting a pragmatic and prioritised approach.

  • Working with team to ensure knowledge is shared and secured in Wiki

  • Management of ticketing system, reporting appropriate metrics to the business

  • Providing feedback on structural issues with core services.

  • Working with the Head of IT Systems to plan future enhancements and changes to infrastructure and supported services: with opportunity for additional project work to further overall goals

  • Managing monthly spend on IT Supplies, identifying opportunity for savings

  • Managing equipment stock holding and purchase of spares, and new devices.

  • Working with external contractors to deliver services at a distance; ensuring value for money and reliable solutions are delivered.

  • Managing software licensing for core platforms.

  • To maintain regular contact with Rapha teams around the world to ensure issues are raised in a timely manner

  • Work closely with the Retail Operational teams to ensure store trading works reliably.

About You

  • Knowledge of

    • MacOS, IOS, Windows 10/11 & Server 2016/2019 operating systems

    • Google Workspace &Microsoft Office 365 administration

    • Windows enterprise environments: Active Directory & domain services

    • TCP/IP networking, and Wifi technology (Meraki, Ruckus, Netgear)

    • MDM technologies (InTune, Jamf) for management of devices and applications

    • Zendesk or other helpdesk ticketing systems, and Wiki systems

    • video conferencing software: Google Hangouts, Zoom, Microsoft Team; and VOIP services

    • Cloud technologies

  • Experience of working with EPOS, and support of retail environments

  • Experience with mobile phone technologies, general computer hardware and software installation

  • Experience of office based and remote worker support

  • Experience of working with third parties for the delivery of service

  • An interest in working in a fast moving retail environment

  • Ability to think clearly, prioritise and act efficiently when under pressure

  • A can-do problem solving attitude, a critical eye, with an ability to identify practical, reliable and simple solutions wherever possible

  • A strong interest in technology and a desire to learn

  • A excellentcommunicator with the ability to build rapport with Rapha staff


  • Understanding of Cyber & Data security principles

  • Knowledge of Audio Visual solutions beneficial

Working at Rapha

We are continuously looking into ways to invest in our employees and build a better working culture and environment. Here are just some of the internal benefits we offer.

  • Flexible working hours
  • Support ad-hoc remote working during the week - Minimum 3 days in office
  • Free barista coffee and social drinks in the office
  • Monthly department social events and quarterly office social away days
  • We offer a flexible riding benefit to allow you to go out riding on a Wednesday morning with colleagues or learn to cycle to cycling through our Getting Started Scheme.
  • We offer all our employees a 50% apparel discount and a discount for family and friends
  • An annual clothing allowance
  • Free membership to the Rapha Cycling Club
  • Company Pension Scheme
  • Enhanced Parental Leave and Pay

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