Tech Support Analyst - Gurgaon, Delhi NCR

URBN UK Limited is part of the URBN Group, a global retailer, with its European Head Office located in London. Its retail offering in Europe takes the form of three brands.

With stores in more than 10 European countries and a strong e-commerce presence, we’re driven by the same core values as our customers, and we approach our work with a sense of community and purpose that sets our brands apart. We love what we do.

Location: India (Retail, Corporate &; International Support)
Reports To: Technical Operations &; Support Manager

The Tech Support Analyst is responsible for delivering high-quality second-line IT support across Retail, Corporate and international environments, with a key focus on supporting India operations and collaborating with UK/EU and US IT teams. The role owns incidents end-to-end, acts as an escalation point for Junior Tech Support Analysts, coordinates third-party vendors and contributes to service improvements, technology deployments and new store openings. This role requires strong technical capability, operational ownership and the ability to work independently while supporting stakeholders across multiple locations and time zones.

• Own incidents end-to-end, ensuring thorough investigation, clear communication and timely resolution in line with SLAs.
• Provide advanced troubleshooting across Windows, macOS, hardware, POS, networking, cloud platforms and retail technology systems.
• Support Microsoft 365, Google Workspace, Microsoft Azure/Entra ID, Microsoft Intune, identity platforms, endpoint management tools, device provisioning and access management.
• Use Microsoft Intune and Azure/Entra ID to support device enrolment, compliance, access troubleshooting, group membership and application deployment.
• Act as an escalation point for Junior Tech Support Analysts, reviewing their work, validating troubleshooting steps and guiding next actions.
• Asset and stock management, starters/movers/leavers, some hands-on network/infrastructure, printers and VC/meeting room support, as well as managing local vendors for hardware, repairs and support where needed.
• Coordinate third-party vendors, including ISPs, CCTV providers and hardware suppliers, ensuring clear communication and timely resolution of external dependencies.
• Support technology deployments, device rollouts, office moves and new store openings across India and wider international regions.
• Identify recurring issues, service gaps and root causes, escalating systemic problems and contributing to long-term fixes.
• Maintain high-quality ticket documentation, including troubleshooting steps, communications, root cause findings and resolutions.
• Monitor system performance, flag anomalies and escalate risks promptly to the Technical Operations & Support Manager.
• Communicate clearly with stakeholders across Retail, Corporate, India, UK/EU and US IT teams, translating technical information into user-friendly updates.
• Build strong relationships with store teams, business partners and Head Office functions by delivering a proactive, solutions-focused support experience.
• Contribute to knowledge sharing by creating documentation, troubleshooting guides and updates on emerging issues or trends.
• Participate in post-incident reviews and continuous improvement initiatives to improve service quality and user experience.

• Proven experience in an IT support, second-line support or technical operations role.
• Strong troubleshooting skills across Windows, macOS, mobile devices, hardware and cloud-based environments.
• Strong hands-on experience in Microsoft 365, Entra ID and Intune experience, including user/device enrolment, Autopilot, compliance and troubleshooting, alongside good Google Workspace admin/support experience.
• Practical experience using Microsoft Intune for device enrolment, compliance, configuration profiles and application deployment.
• Working knowledge of Azure/Entra ID, including users, groups, access reviews, conditional access and basic identity troubleshooting.
• Customer service focused, visible and approachable, and comfortable building relationships with users and strong working relationships with the UK/EU IT team.
• Strong understanding of identity management, endpoint management, system access and device configuration.
• Understanding of networking fundamentals, infrastructure support and retail technology systems.
• Ability to manage workload independently, prioritise effectively and own incidents through to resolution.
• Strong stakeholder communication skills across local and international teams.
• Ability to mentor, coach and guide junior team members.
• Strong documentation discipline with an audit-ready approach to tickets, assets and processes.
• Awareness of IT security standards, user verification, access control and safe handling of sensitive information.
• Proactive mindset with a focus on ownership, accountability and continuous improvement.
• Willing to travel where needed to support other international sites projects and technology rollouts.

The Perks
• Work-life balance: Flexible start and finish times, Bring your dog to work
• Wellbeing: mployees Assistance program to support with mental, physical and financial health, Fully equipped free gym and on-site wellness room in Brick Lane and 50% discount off external gym memberships, Private Medical Insurance
• Employee Discount: Up to 40% off at all URBN Brands (Urban Outfitters, Anthropologie, Free People and more!)
• Community: One paid day to either volunteer or fundraise for a charity of your choice
• Travel: Cycle to work scheme, season ticket loan
• Continued Development: offer structured support within the business alongside continued learning and development

URBN is an Equal Opportunities Employer committed to diversity and inclusion. We provide equal employment opportunities regardless of age, sexual orientation, sex, gender reassignment, pregnancy, marital status, religion, race, or disability. We base all our employment decisions on merit, job requirements and business needs.