Tech Support Analyst

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

Join a fast-paced technology support team where you’ll play a key role in maintaining business-critical systems and delivering excellent service to colleagues and stakeholders. This position offers the opportunity to solve complex technical challenges, contribute to continuous improvement initiatives, and develop your expertise across a diverse retail technology environment.

You will be responsible for

• Providing second line support for all One Stop technology systems – responding to and resolving incidents raised either by users or by system alerts across all technology solutions used in the One Stop business and within agreed SLAs
• Supporting colleagues in the One Stop head office, including hardware, software and IT
• queries – in line with SLAs
• Identifying, diagnosing and resolving incidents
• Documenting solutions and keeping support documentation up to date
• Releasing changes to the One Stop estate in accordance with Change Board sign off
• Working with the project teams to on‑board new solutions into Support
• Working with third parties to ensure new store openings take place on time and to a high quality
• Working with third parties who play a role in supporting some of our systems, including logging incidents and seeing these through to completion within agreed SLAs
• Working with our 1st line support colleagues, ensuring that any information that could help with first time fix rates or smoother escalation to the Tech Squad are communicated clearly
• Provide necessary end user IT training where needed
• Monitor system jobs and respond to alerts as required (sometimes out of hours)
• Liaise with internal teams within One Stop to assist with issues and other business
• challenges as required
• Complete root cause analysis for common issues and provide suggestions for reducing calls
• Provide suggestions for improving support services
• Attending One Stop or supplier sites as required to aid with resolution of support issues
• Supporting in the installation or removal of technology equipment
• Ensuring all movement of store-related technology stock is recorded accurately

You will need

• Qualifications in relevant IT disciplines and/or vendor technologies
• Excellent customer service and communication skills, capable of dealing with people at all levels, often in a very busy environment
• Excellent technical knowledge including SQL, .Net, Microsoft Windows and Office 365
• Strong troubleshooting skills; a desire to get to the root of a problem
• Self-motivated, willing to go the extra mile, with a “can-do” attitude
• Must be flexible around working hours - willing to travel to other sites (sometimes at short notice), willing to work outside normal/planned hours in order to resolve issues
• Participate in a 1 in 5 rota, covering out of hours support and weekend working as required.
• Excellent organisational skills, able to multi-task and work under pressure
• Strong understanding of a modern retail technical landscape - understanding API’s, integration methodologies, infrastructure and overall architectures
• Excellent documentation skills – able to quickly and accurately document solutions for both technical and non technical users.
• Experience with Confluence, Jira and Trello would be an advantage