Retail Support Engineer

La Fosse Associates; Greater London; On-site; GBP 60,000 - 65,000; Full time

Job summary

A leading company in the UK's gaming and entertainment sector is seeking a Systems Support Engineer. This role involves supporting cloud-based applications and ensuring operational resilience while contributing to major transformation projects. Ideal candidates will have experience with AWS, ServiceNow, and database systems. The position is based in Harrow with a competitive salary package and benefits.

Benefits

Benefits package

Qualifications

• Proven experience in AWS and Azure environments.
• Hands-on experience with call center systems like Amazon Connect.
• Strong background supporting ServiceNow and OpenText platforms.

Responsibilities

• Provide technical support and second-line incident resolution for customer applications.
• Drive system improvements using ITIL practices.
• Monitor performance and implement preventative solutions.

Skills

Technical support

Collaboration

Incident resolution

Compliance

Tools

AWS

Azure

ServiceNow

OpenText

SQL Server

PostgreSQL

MySQL

Job description

Job Benefits: + Benefits

Systems Support Engineer

Location: Harrow- 3 days on site

Type: Full-Time, Permanent

Salary: £60,000 – £65,000 + Benefits

Are you ready to be part of a once-in-a-generation transformation that’s shaping the future of one of the UK’s most iconic institutions? A leading operator in the UK’s gaming and entertainment sector is looking for a Systems Support Engineer to join their cutting-edge technology team, supporting applications that serve millions across the nation.

The Role

This is your chance to contribute to a major transformation programme that’s modernising customer and retailer support systems at scale. You’ll play a pivotal role in delivering and maintaining platforms such as AWS Connect, ServiceNow, and OpenText—ensuring they remain secure, efficient, and aligned with evolving business needs.

Working in collaboration with internal teams and third-party providers, you’ll act as a second-line technical expert—owning incident resolution, proactive maintenance, and application development support. Your work will directly contribute to enhanced customer experiences and improved support services across the UK.

Your Responsibilities

• Provide technical support and second-line incident resolution for a suite of customer and retailer-facing applications.
• Partner with developers, product owners, and third-party vendors to enhance and maintain platforms including AWS Connect, ServiceNow CSM, and OpenText.
• Drive system improvements, compliance, and operational resilience using ITIL practices.
• Monitor performance, analyse trends, and implement preventative solutions.
• Contribute to the design and delivery of application roadmaps with a focus on long-term business value.

Your Experience

• Proven experience working within AWS and Azure cloud environments.
• Hands-on experience with telephony/call centre systems, including Amazon Connect.
• Strong background supporting platforms like ServiceNow and OpenText.
• Solid SQL/database expertise (SQL Server, PostgreSQL, MySQL).
• Familiarity with GDPR, PII handling, and data security best practices.
• A strong technical foundation with a collaborative, solutions-oriented approach.
• Knowledge of ITIL v3 for incident and problem management.

If this role is for you, please apply below