One Stop - Tech Support Analyst

Tesco; Brownhills; On-site; GBP 27,000 - 38,000; Full time

Job summary

Tesco's One Stop technology support team seeks an experienced IT professional to maintain business-critical systems and deliver excellent service to colleagues and stakeholders across the retail estate.

You will resolve incidents, document solutions, support store openings, collaborate with project teams and third parties, and assist in deploying new solutions. The role requires flexibility, occasional out-of-hours work, and travel to other sites.

Qualifications

• Minimum 3 years in a similar IT support role with incident handling.
• Strong customer service and communication skills in a busy environment.
• Good troubleshooting ability and perseverance to reach root causes.
• Flexible with hours and willing to travel to other sites as required.

Responsibilities

• Provide second line support for One Stop technology systems, resolving incidents within SLAs.
• Support head office colleagues with hardware, software and IT issues.
• Diagnose and resolve incidents, document solutions, and update knowledge base.
• Coordinate changes with Change Board and assist with new solutions rollout.
• Collaborate with third parties to ensure timely store openings and incident resolution.
• Assist with end-user IT training and monitor system jobs and alerts, including out-of-hours.

Skills

Customer service

Communication

Troubleshooting

Self-motivation

Flexibility

Organisational skills

Team player

Education

IT qualifications or vendor certifications

Tools

SQL

Microsoft Windows

Office 365

Confluence

Jira

Trello

Job description

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