IT Technician - Customer Support

Booker; Little Irchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking an IS Technician (Support) to join their technology team. The successful candidate will manage service availability and performance across multiple systems, ensuring high customer satisfaction and efficiency. Responsibilities include monitoring system KPIs, managing website administration, and collaborating with external suppliers to support IS services. Strong experience in IT, customer support, and service management is essential for this role.

Benefits

Colleague discount card

Health and Wellbeing support

Retirement savings plan

Life Assurance coverage

Comprehensive holiday package

Qualifications

• Experience in IT or a technical role with a strong customer support background.
• Experience using incident/service management tools.
• Proactive approach to developing and maintaining effective relationships with team members.

Responsibilities

• Managing the administration of the website.
• Monitoring system KPIs.
• Supporting the delivery of the website/digital systems roadmap.

Skills

Customer support

Troubleshooting

Relationship building

Tools

JIRA

Incident/service management tools

Test management tools

Job description

What's in it for you

At Booker, we offer a great place to work along with a comprehensive benefits package:

• A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
• After 3 months, a Tesco colleague discount card with 10% increasing to 15% off most Tesco purchases for four days after every pay day, thirteen times a year, plus 10% off at Tesco Cafe and 20% off all F&F purchases.
• 10% off pay monthly & SIM-only deals with Tesco Mobile, with additional deals throughout the year.
• Up to 30% off car, pet, and home insurance at Tesco Bank. Terms apply.
• Free eye tests when spending £50 or more, with 30% off glasses, contact lenses, and prescription sunglasses over the same amount.
• 50% off health checks at Tesco Pharmacy.
• Exclusive discounts on RAC breakdown cover and access to a deals website with savings on everyday purchases, including a cycle to work scheme.
• After 3 months, eligibility to join our Save As You Earn share scheme to buy Tesco shares at a discount.
• Retirement savings plan (pension) with Booker matching contributions up to 5%.
• Life Assurance coverage of up to three times annual pay.
• Health and Wellbeing support, including a 24/7 Employee Assistance Programme and Virtual GP services for you and your family.
• A comprehensive holiday package.

About the role

As an IS Technician (Support) within the Booker IS team, you will ensure service availability, security, and performance across multiple systems to enhance customer satisfaction and profitability. The ideal candidate will have experience in service management, escalation procedures, incident management, customer support, and system testing.

You will ensure all support functions are responsive to customer needs, with proper reporting and adherence to service standards.

You will be responsible for

• Managing the administration of the website.
• Monitoring system KPIs.
• Generating management reports.
• Supporting the delivery of the website/digital systems roadmap.
• Working with external technology suppliers.
• Supporting Booker IS colleagues across all systems.
• Collaborating with Tesco Technology colleagues.
• Supporting the IS Service Desk.
• Assisting customers and internal business units across the Booker Group.

You will need

• Experience in IT or a technical role with a strong customer support background.
• Experience using incident/service management tools.
• Troubleshooting experience with end-user systems.
• Experience with test management tools like JIRA.
• Experience in User Acceptance Testing (UAT), including test execution, defect tracking, and resolution.
• Experience working with third-party suppliers and vendors.
• Proactive approach to developing and maintaining effective working relationships with team members.