Operational Systems Support

ocadogroup; Dordon CP; On-site; GBP 21,000 - 30,000; Full time

Job summary

Ocado Group is offering an entry point into an IT technical support career at our Dordon site. You'll join an 8-person team handling hands-on IT support from desktops to printers and mobile devices.

The team provides 24/7 coverage on a 12-hour shift pattern, including weekends and bank holidays. Training is provided with a clear path to progress into advanced support and specialist roles as you gain experience.

Qualifications

• Hands-on interest in technology and a practical mindset.
• Some exposure to IT hardware, computers, or mobile devices.
• A practical problem-solver who is happy getting stuck in, physically as well as technically.
• Comfortable using a computer confidently for logging tickets and following process documentation.

Responsibilities

• Provide first-line IT support for desktops, laptops, printers, and mobile devices.
• Support and maintain warehouse IT equipment and systems such as touchscreens, scanners, and Citrix.
• Set up, provision, and troubleshoot company devices using Intune, Jamf, and SOTI.
• Perform user administration in Active Directory and Azure AD (password resets, unlocks).
• Assist with software installation and configuration.

Skills

Tech-savvy

IT hardware

Problem solving

Computer literacy

Communication skills

Independent worker

Tools

Active Directory

Azure AD

Microsoft Intune

Jamf

SOTI

IGEL

Citrix

Job description

About us

We are Ocado Group, and we're bringing world-class automation to online grocery. Our Ocado Smart Platform (OSP) combines cutting‑edge robotics, AI, and IoT within our advanced CFCs (Customer Fulfilment Centres). We've mastered the single pick, transforming online delivery for our global partners. Join us and be part of a team pushing the boundaries of retail technology

About the role

This is an entry point into a career in IT technical support at our Dordon site. You'll be one of an 8‑person site team providing hands‑on IT support, everything from laptops and mobile devices to printers, networking, and meeting room technology.

The team covers the site 24/7 on a 12‑hour shift pattern, working a 4-on/4-off rota across days and nights, including weekends and bank holidays. You'll typically work in a team of two, with occasional solo working. Therefore you must be 18 years old or over to be suitable for these working hours. The role is site-based so you must have the right to work in the UK.

We provide structured training and a clear path to progress into more advanced support and specialist roles as you build experience.

What you'll be doing

• Providing first‑line support for IT hardware such as desktops, laptops, printers, and mobile devices (Android & iOS) - diagnosing faults, swapping components like RAM, storage or peripherals, and coordinating repairs with third‑party vendors where needed.
• Supporting and maintaining a wide range of warehouse IT equipment and systems, such as touchscreens, scanners, thin clients (IGEL) and Citrix.
• Setting up, provisioning, and troubleshooting company devices and endpoints, using device management tools such as Microsoft Intune, Jamf and SOTI to help keep them secure, compliant, and up to date.
• Carrying out routine user administration in Active Directory and Microsoft Entra ID (Azure AD) - password resets, account unlocks, and simple account amendments.
• Installation and configuration of software.
• Assisting with basic structured cabling and network troubleshooting - patching, tracing cables, and identifying simple connectivity issues - escalating more complex network work to our central networking team.
• Maintaining and troubleshooting meeting room and AV equipment (screens, cameras, microphones, conferencing kit).
• Acting as the first point of contact for people raising IT incidents and service requests - face‑to‑face, by phone, or through digital channels - understanding their issue, prioritising it appropriately, and helping find a solution, or a suitable alternative, when the ideal fix isn't available.
• Logging, tracking, and progressing these requests through IT service management and Service Desk tools, keeping records accurate and escalating to the right team when needed.
• Escalating issues to specialist remote teams when they're outside your scope.
• Following site health & safety, security, and data protection procedures at all times, including safe manual handling, ladder use, Personal Protective Equipment (PPE) and information security.

Your working environment

• Occasionally lifting heavier items (such as large printers)
• Working in tight spaces, such as under conveyor systems, inside network cabinets and under desks
• Working at height, including using ladders and Mechanical Handling Equipment (MHE)
• Working in ambient, chilled, and freezer conditions (freezer clothing provided)
• Working in areas with poor lighting or reduced visibility
• Working both indoors and outdoors, potentially in poor weather, on tasks such as CCTV, cabling, access points, and vehicle barriers
• Working in noisy areas and around moving, powered vehicles
• Reacting quickly to incidents and working under pressure in time‑critical situations

These are fixed features of how the role and site currently operate, and most can't be changed. If a disability or health condition might affect any of the above, get in touch - we're happy to talk through what's possible.

About you

• We're looking for someone with a genuine, hands‑on interest in technology and a practical mindset.
• Some practical exposure to IT hardware, computers, or mobile devices - whether through a course, hobby, or previous job.
• A practical problem‑solver who's happy getting stuck in, physically as well as technically.
• Comfortable using a computer confidently for everyday tasks like logging tickets, following process documentation, and email.
• A clear, confident communicator - comfortable providing good customer service face‑to‑face, by phone, and through digital channels, and able to explain technical issues simply to non‑technical colleagues.
• Able to work independently with minimal supervision, and equally comfortable working alongside other teammates on shift.