Retail Tech Support Analyst - On-Call Incident Resolution

One Stop Stores Ltd; Brownhills; On-site; GBP 30,000 - 42,000; Full time

Job summary

One Stop Stores Ltd is seeking a proactive IT support professional to join a fast-paced technology team. You will deliver second line support for business-critical systems, resolve incidents to SLAs, and assist in deploying new solutions across One Stop stores and head office.

The role involves collaborating with project teams and third-party vendors, providing end-user training when needed, and occasionally working out of hours to keep systems available.

Qualifications

• Qualifications in relevant IT disciplines and/or vendor technologies.
• Excellent customer service and communication skills for busy environments.
• Strong technical knowledge including SQL, .Net, Windows and Office 365.
• Strong troubleshooting skills with a root-cause mindset.
• Self-motivated with a can-do attitude and willingness to travel.
• Flexibility to cover out-of-hours rota and weekend work as required.

Responsibilities

• Provide second line support for all One Stop technology systems across SLAs.
• Respond to incidents, diagnose issues and resolve with timely updates.
• Support head office hardware, software and IT needs.
• Document solutions and maintain support documentation.
• Release changes in line with Change Board sign-off.
• On-board new solutions with project teams and coordinate third‑party vendors.
• Ensure store openings are set up on time and to quality standards.
• Assist with installation or removal of technology equipment and stock movements.

Skills

SQL

.NET

Windows

Office 365

Customer service

Troubleshooting

Communication

Flexibility

Tools

Confluence

Jira

Trello

Job description

One Stop Stores Ltd is seeking a proactive IT support professional to join a fast-paced technology team. You will deliver second line support for business-critical systems, resolve incidents to SLAs, and assist in deploying new solutions across One Stop stores and head office.

The role involves collaborating with project teams and third-party vendors, providing end-user training when needed, and occasionally working out of hours to keep systems available.