One Stop - Tech Support Analyst

One Stop; Clayhanger; On-site; GBP 32,000 - 46,000; Full time

Job summary

One Stop is seeking a proactive second-line IT support engineer to maintain business-critical systems across our retail technology estate and to deliver excellent service to colleagues and stakeholders. You will resolve incidents, support head office hardware, software and IT queries, and work with project teams and suppliers to onboard new solutions.

The role requires strong technical knowledge (SQL, .NET, Windows, Office 365), outstanding communication, and flexibility to work out of hours as

Qualifications

• At least 3 years' experience in a similar role.
• Qualifications in relevant IT disciplines and/or vendor technologies.
• Excellent customer service and communication skills, able to operate in a busy environment.
• Strong technical knowledge across retail technology landscapes.

Responsibilities

• Provide second line support for all One Stop technology systems, responding to incidents within SLAs.
• Support head office colleagues with hardware, software and IT queries.
• Identify, diagnose and resolve incidents.
• Document solutions and keep support documentation up to date.
• Release changes to the One Stop estate per Change Board sign off.
• Work with project teams to onboard new solutions into Support.
• Coordinate with third parties to ensure new store openings meet quality standards.
• Collaborate with 1st line to improve first-time fix rates and smoother escalation.
• Provide necessary end-user IT training.
• Monitor system jobs and respond to alerts, including out of hours.
• Liaise with internal teams to resolve issues and other business challenges.
• Complete root cause analysis and suggest improvements.
• Attend supplier sites as required to aid resolution.
• Assist with installation/removal of technology equipment.
• Ensure movement of store-related technology stock is recorded accurately.
• Participate in a 1 in 5 rota, covering out of hours and weekend work.

Skills

SQL

.NET

Microsoft Windows

Office 365

Troubleshooting

Customer service

Communication

Education

IT qualifications or vendor technologies

Tools

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

.