IT Operations Analyst

GoPuff; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Gopuff is looking for an IT Operations Support Analyst to enhance support for its UK headquarters. The role entails troubleshooting technical issues, prioritizing support requests, and collaborating with departments to ensure smooth operations. Ideal candidates will have a technical background and strong customer service skills, eager to tackle problems in a fast-paced setting.

Qualifications

• Experience documenting resolutions for knowledge bases.
• Understanding of APIs and Function Apps.
• Quick learner, detail-oriented, and able to work independently or in teams.

Responsibilities

• Provide support and customer service to staff at Gopuff’s UK headquarters.
• Prioritize support requests in a fast-paced environment.
• Identify, triage, and escalate incidents impacting Gopuff & BevMo systems.

Skills

Customer service

Troubleshooting

Network issues resolution

Documentation

Analytical skills

Education

Bachelor's Degree in a Technical Discipline

A+, Network+, Cisco CCNA/CCNE certifications

Tools

ServiceNow

Zendesk

Freshservice

JIRA

G-Suite

Azure AD

AWS

GitHub

Visual Studio Code

Job description

Gopuff’s engineering team is building solutions to dramatically change the way people purchase their daily goods. We provide the modern-day solution to meet customer’s immediate everyday needs with products ranging from snacks and ice cream to household goods and beer, at the click of a button.

The IT Operations Support Analyst will be a part of a team responsible for the timely triage, resolution, and escalation of production issues with core Gopuff and BevMo engineering and retail services. Additionally, this role will support Gopuff’s UK headquarters.

This role interacts directly with employees at all Gopuff and BevMo locations as well as our corporate staff and acts as the point of escalation to the engineering team. The IT Operations Support Analyst position will report to the IT Support Manager.

Responsibilities:

1. Provide support and customer service to staff at Gopuff’s UK headquarters and support the Gopuff/BevMo platforms for UK and US operations.
2. Prioritize support requests in a fast-paced environment.
3. Troubleshoot and resolve remote hardware, software, and network issues.
4. Identify, triage, and escalate incidents impacting Gopuff & BevMo systems.
5. Work with Gopuff’s existing software systems to assign and troubleshoot roles, applications, and configurations.
6. Ensure security and standards are applied across assets.
7. Follow business and disaster recovery runbooks.
8. Create and maintain documentation.
9. Collaborate with internal departments and third-party vendors to resolve technical issues.
10. Assist other IT teams on complex projects as needed.

Qualifications:

1. Bachelor's Degree in a Technical Discipline and certifications such as A+, Network+, Cisco CCNA/CCNE, or equivalent.
2. Knowledge of Windows, Mac, iOS, and Android.
3. Experience documenting resolutions for knowledge bases.
4. Knowledge of Identity Management (G-Suite, Azure AD, Okta).
5. Familiarity with Cloud Environments (Azure, AWS) and POS systems (Square, NCR).
6. Experience with Incident Management Platforms (ServiceNow, Zendesk, Freshservice).
7. Knowledge of core networking (TCP/IP, VPN, SDWAN).
8. Experience with project management tools (JIRA, Asana).
9. Familiarity with software engineering tools (Github, Postman, Visual Studio Code).
10. Understanding of APIs and Function Apps.
11. Knowledge of Endpoint Configuration Management (Intune, JAMF, KACE).
12. Quick learner, detail-oriented, and able to work independently or in teams.
13. Strong organizational, analytical, and communication skills.
14. Customer service-oriented and experienced with remote staff.

At Gopuff, we understand that life can be unpredictable. Whether you forget the milk, run out of pet food, or need ice cream late at night, we’re here to deliver your needs quickly.

We’re building a team of motivated individuals to help us bring a new level of convenience and reliability to an unpredictable world.

Interested? Join us on Team Blue.

Gopuff is an equal opportunity employer, committed to an inclusive workplace free from discrimination based on race, sex, gender, and other protected characteristics. We encourage all qualified individuals to apply.