IT Operations Analyst

Gopuff; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A delivery service company in London is seeking an IT Operations Support Analyst to provide support for software and hardware issues. You will help troubleshoot incidents affecting systems while ensuring a high level of customer service. Ideal candidates will have a Bachelor's degree and strong problem-solving skills. This role offers opportunities for growth in an inclusive workplace.

Qualifications

• Knowledge of Windows, Mac, iOS, and Android.
• Experience documenting resolutions for Knowledge Base.
• Familiarity with Cloud Environments (Azure, AWS).

Responsibilities

• Provide support and customer service to staff.
• Troubleshoot and resolve remote hardware and software issues.
• Work with 3rd party vendors to troubleshoot issues.

Skills

Customer service orientation

Detail-oriented

Strong organizational skills

Analytical skills

Ability to learn quickly

Education

Bachelor's Degree in Technical Discipline

Tools

ServiceNow

Zendesk

Freshservice

JIRA

Asana

GitHub

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:

• Provide a high level of support and customer service to staff for Gopuff’s UK headquarters as well as support the Gopuff/BevMo platforms for UK and US operations
• Effectively prioritize multiple support requests in a fast-paced environment
• Troubleshoot and resolve remote hardware, software, and network issues
• Identify, triage, and escalate incidents impacting Gopuff & BevMo systems
• Work within Gopuff’s existing MDM, productivity, proprietary, and off-the-shelf software systems to assign and troubleshoot roles, applications, and configurations
• Ensure that security and other standards are applied across corporate assets
• Comply with business and disaster recovery runbooks
• Create and maintain accurate documentation
• Work with various internal departments to collect relevant information and/or assist in the resolution of technical problems
• Work with 3rd party vendors to troubleshoot issues
• Assist other IT teams, as time permits, on more complex projects

Qualifications:

• Ideal candidates would have a Bachelor's Degree in Technical Discipline and industry certifications such as A+, Network +, Cisco CCNE/CCNA, or equivalent.
• Knowledge of Windows, Mac, iOS, and Android
• Experience documenting resolutions for entry to the Knowledge Base
• Experience with Identity Management Concepts (G-Suite, Azure Active Directory, Okta)
• Familiarity with Cloud Environments (Azure, AWS, Meraki)
• Experience with Incident Management Platforms (ServiceNow, Zendesk, Freshservice)
• Experience with POS systems (Square, NCR Emerald) is a plus
• Knowledge of core networking concepts (TCP/IP, SDWAN, VPN)
• Experience with Software Project Management Platforms (JIRA, Asana)
• Familiarity with Software Engineering Tools (Github, Postman, Visual Studio Code)
• Exposure to Software Engineering Concepts (APIs, Function Apps)
• Understanding of Endpoint Configuration Management Concepts (Intune, JAMF, KACE)
• Ability to learn and pick up concepts quickly
• Detailed-oriented, aware of secondary effects resulting from changes
• Experience working both independently or as part of a project group
• Confidence in making wise decisions on your own within generally defined parameters
• Adeptness in investigating problems outside your own knowledge area
• Strong organizational and analytical skills; oral and written communication skills
• Must possess a positive and professional attitude
• Experience working with virtual/remote staff members
• Customer service-oriented focus

At Gopuff, we know that life can be unpredictable.Sometimes you forget the milk at the store, run out of pet food for Fido, or just really need ice cream at 11 pm. We get it—stuff happens. But that’s where we come in, delivering all your wants and needs in just minutes.

And now, we’re assembling a team of motivated people to help us drive forward that vision to bring a new age of convenience and predictability to an unpredictable world.

Like what you’re hearing? Then join us on Team Blue.

Gopuff is an equal employment opportunity employer, committed to an inclusive workplace where we do not discriminate on the basis of race, sex, gender, national origin, religion, sexual orientation, gender identity, marital or familial status, age, ancestry, disability, genetic information, or any other characteristic protected by applicable laws. We believe in diversity and encourage any qualified individual to apply.