One Stop - Tech Support Analyst
Join a fast-paced technology support team where you’ll play a key role in maintaining business-critical systems and delivering excellent service to colleagues and stakeholders. This position offers the opportunity to solve complex technical challenges, contribute to continuous improvement initiatives, and develop your expertise across a diverse retail technology environment.
- Providing second line support for all One Stop technology systems – responding to and resolving incidents raised either by users or by system alerts across all technology solutions used in the One Stop business and within agreed SLAs
- Supporting colleagues in the One Stop head office, including hardware, software and IT
- queries – in line with SLAs
- Identifying, diagnosing and resolving incidents
- Documenting solutions and keeping support documentation up to date
- Releasing changes to the One Stop estate in accordance with Change Board sign off
- Working with the project teams to on-board new solutions into Support
- Working with third parties to ensure new store openings take place on time and to a high quality
- Working with third parties who play a role in supporting some of our systems, including logging incidents and seeing these through to completion within agreed SLAs
- Working with our 1st line support colleagues, ensuring that any information that could help with first time fix rates or smoother escalation to the Tech Squad are communicated clearly
- Provide necessary end user IT training where needed
- Monitor system jobs and respond to alerts as required (sometimes out of hours)
- Liaise with internal teams within One Stop to assist with issues and other business
challenges as required
Complete root cause analysis for common issues and provide suggestions for reducing calls
Provide suggestions for improving support services
Attending One Stop or supplier sites as required to aid with resolution of support issues
Supporting in the installation or removal of technology equipment
Ensuring all movement of store-related technology stock is recorded accurately
- At least 3 years' experience in a similar
role
Qualifications in relevant IT disciplines and/or vendor technologies
Excellent customer service and communication skills, capable of dealing with people at all levels, often in a very busy environment
Excellent technical knowledge including SQL, .Net, Microsoft Windows and Office 365
Strong troubleshooting skills; a desire to get to the root of a problem
Self-motivated, willing to go the extra mile, with a “can-do” attitude
Must be flexible around working hours - willing to travel to other sites (sometimes at short notice), willing to work outside normal/planned hours in order to resolve issues
Participate in a 1 in 5 rota, covering out of hours support and weekend working as required.
Excellent organisational skills, able to multi-task and work under pressure
Strong understanding of a modern retail technical landscape - understanding API’s, integration methodologies, infrastructure and overall architectures
Excellent documentation skills – able to quickly and accurately document solutions for both technical and non technical users.
Experience with Confluence, Jira and Trello would be an advantage