Platform Operations Engineer

ZipRecruiter; Northampton; Remote; GBP 35,000 - 50,000; Full time

Job summary

Join a leading company as a Level 2 Platform Operations Engineer, where you'll provide technical support and troubleshoot complex issues. This remote role requires strong communication skills and a proactive attitude. Be part of a digital transformation project in the plumbing and heating industry, ensuring smooth IT operations and exceptional customer service.

Benefits

Bonus

Discounts and cashback at retailers

Life assurance

Mental health support

Flexible working options

Qualifications

• Proven experience in a similar role.
• Knowledge of ticket management and incident prioritization.

Responsibilities

• Provide second-level technical support to end-users.
• Troubleshoot and resolve complex software and hardware issues.
• Document all support activities in the incident management system.

Skills

Communication

Problem Solving

Analytical Skills

Tools

AWS

Kibana

Datadog

Job description

#GoWithYourFlow Are you a highly skilled and motivated Platform Operations Engineer (Level 2) with excellent communication skills, a strong technical background, and a passion for delivering exceptional customer service? If so, City Plumbing is seeking experienced Platform Operations Engineers to join our newly created IT team and help deliver exceptional technical support to our customers and colleagues. You will be resolving complex technical issues, troubleshooting software and hardware problems, and ensuring the smooth operation of IT systems.

Think you could be our new Platform Operations Engineer? Then why not join us and be part of a wider tech & digital transformation project that aims to make us the digital leader in plumbing, heating, and sustainable heating solutions!

The Role

Are you a tech-savvy problem solver with a knack for delivering top-notch customer service?

As a Level 2 Platform Operations Engineer, you'll be the go-to expert for our internal teams, helping them overcome technical challenges and maintaining the smooth operation of our IT systems. Your daily activities will include troubleshooting software and hardware issues, resolving complex problems, and ensuring everything works seamlessly. If you're great at communicating, have a strong technical background, and love helping others, we'd love to hear from you!

Key Responsibilities

1. Provide second-level technical support to end-users and internal stakeholders, resolving escalated incidents and service requests promptly.
2. Troubleshoot and resolve complex software, hardware, and network issues using diagnostic tools and remote support technologies.
3. Collaborate with Level 1 support technicians to escalate and prioritize tickets based on severity and impact.
4. Document all support activities, including troubleshooting steps and resolution details, in the incident management system.
5. Assist in IT projects such as system upgrades, software deployments, and infrastructure enhancements.
6. Conduct root cause analysis for recurring issues and identify opportunities for improvement to prevent future incidents.
7. Participate in on-call rotations and after-hours support to ensure 24/7 IT service availability.

This is a remote-based opportunity with limited travel for team meetings. You should be based in the UK; our offices are located in Birmingham, Manchester, Glasgow, and Crick (Northampton).

You

You’ll embrace our digital-first ethos, with a proactive and “can-do” attitude. You’ll enjoy working collaboratively within the IT & Service team and act with integrity and honesty in all your dealings.

Skills and Competencies

• Proven experience in a similar role, with a background in operations or software development.
• Knowledge of ticket management, incident prioritization, escalation, monitoring, and continuous improvement.
• Effective communication and interpersonal skills.
• Strong analytical and problem-solving abilities, including troubleshooting complex issues and conducting root cause analyses.
• Ability to work effectively with technical teams such as DevOps to support deployments and troubleshoot issues. Knowledge of DevOps practices (CI/CD, observability, automation) is a bonus.
• Knowledge of AWS, Kibana, and Datadog is an advantage.
• Continuous learning mindset and passion for industry trends and emerging technologies.

About Us

From boilers to bathroom suites, tubing to towel rails, City Plumbing offers a wide range of products to complete any job. We are proud of our reputation for quality and are excited about our future. We prioritize our colleagues' success, happiness, and career growth.

Benefits and Culture

• Bonus, discounts, and cashback at numerous retailers.
• Life assurance and extended family policies including maternity, paternity, and additional leave.
• Mental health support and Employee Assistance Programme.
• Comprehensive induction, development opportunities, and financial education.
• Flexible working options and an inclusive environment where everyone can be their authentic selves.

#BelongWithUs We are committed to creating an inclusive workplace that values diversity and inclusion. We undertake criminal record disclosures for certain roles, which will be conducted after employment offers are accepted.