Operational Site Support

Ocado Group; Dordon CP; On-site; GBP 30,000 - 45,000; Full time

Job summary

A global technology company in Dordon is seeking a Systems Support Specialist to ensure business systems operate effectively. You will manage system monitoring, troubleshooting, and improve operational efficiency. Ideal candidates will have strong communication and technical support skills. Benefits include private medical insurance and 25 days of annual leave, rising after 5 years.

Benefits

25 days annual leave

Private Medical Insurance

Pension with employer matching

15% off at Ocado.com

Cycle to Work Scheme

Qualifications

• Experience in technical support across hardware, software, and networking.
• Ability to diagnose and resolve technical issues efficiently.
• Ability to explain technical concepts to varied audiences.

Responsibilities

• Oversee business system operations and ensure incident resolution.
• Act as a technical contact for on-site and off-site teams.
• Manage ticketing progress and drive improvements.

Skills

Technical support

Hardware troubleshooting

Analytical skills

Communication skills

Stakeholder engagement

Organizational skills

Process-oriented

Self-motivated

Education

Technical certifications in Hardware, Software, or Networking

ITIL qualification

Job description

As a Systems Support Specialist, you'll have a unique, cross-functional perspective within our Customer Fulfilment Centre (CFC) in Dordon, working across Engineering Operations, Technical Support Services, and Business Operations. This role places you at the heart of client operations, where you'll play a crucial part in ensuring our business systems remain fully operational, delivering an efficient service to Ocado's customers and clients.

Responsibilities

• System Monitoring & Incident Management – Oversee business system operations, identify and escalation faults, and ensure timely resolution of incidents.
• Technical Support & Troubleshooting – Act as a technical point of contact for on-site and off-site teams, resolving system issues and supporting engineering tasks.
• Collaboration & Communication – Work closely with Engineering Operations, Technology teams, and client operational teams, ensuring visibility and swift issue resolution.
• Operational Efficiency – Manage ticketing progress, analyse key asset performance, and drive improvements in business system operations.
• Health & Safety Compliance – Adhere to company health & safety policies while working within a team of on‑site support specialists.

This is an onsite-based role and will take part in a team shift pattern working 4 on 4 off to cover operations 24x7.

Qualifications

• Technical Know-How – Experience in technical support, hardware troubleshooting, and incident management across hardware, software, and networking.
• Problem-Solving Mindset – Strong analytical skills with the ability to diagnose and resolve technical issues efficiently.
• Strong Communication Skills – Ability to explain technical concepts clearly, both verbally and in writing, to technical and non-technical audiences.
• Stakeholder Engagement – Comfortable interacting with business teams at all levels, ensuring smooth communication and timely issue resolution.
• Organised – Ability to prioritise tasks, manage workloads effectively, and drive resolutions in a fast-moving environment.
• Process-Oriented – Skilled in following and creating documentation, processes, and procedures to maintain high operational standards.
• Self-Motivated & Hands-On – A quick learner who takes initiative and enjoys getting stuck into technical challenges.

Nice to Have

• Confidence in delivering well‑organised presentations to senior management.
• A solid understanding of IT infrastructure, computing configurations, ITIL, and the OSI model.
• Technical certifications in Hardware, Software, or Networking.
• ITIL qualification.

About Ocado Technology

We are Ocado Technology and we empower global grocery retailers with cutting-edge cloud, robotics, AI, and IoT. Our Ocado Smart Platform (OSP) powers highly automated Customer Fulfilment Centres (CFCs), enabling efficient, single‑pick online grocery delivery. Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion or belief, age, or disability or union membership status.

Benefits

• Time to recharge – 25 days annual leave (rising to 27 after 5 years) plus the option to buy more, and 30 days a year to work from anywhere in the world.
• Health & wellbeing – Private Medical Insurance from your first month, wellbeing support through specialist apps and EAP, plus Income Protection and Life Assurance.
• Family‑first policies – 22 weeks paid maternity/primary carer leave and 6 weeks paid paternity leave (after qualifying period).
• Financial support – Pension with employer matching up to 7%, share schemes (Sharesave & BAYE), and interest‑free loans for train tickets.
• Commuter perks – Cycle to Work Scheme and free shuttle buses to/from Hatfield and Welwyn Garden City stations.
• Exclusive discounts – 15% off at Ocado.com with free delivery (starting in your first month).