Internal Board - for Logistics Hourly Paid Employees Only
Operational Systems Support
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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
We work in a fast-moving and innovative industry where technology changes often; therefore the tasks include, but are not limited to:
- 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.
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Your working environment
This role is based entirely on site and involves regular physical activity as part of the day-to-day job, including:
- 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.
- Reliable and safety-conscious, comfortable following structured processes and health & safety procedures.
- Comfortable with shift work and the physical environment described above.
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Great to have (not essential)
- A relevant qualification (e.g. BTEC/Level 2-3 IT, CompTIA A+, an IT apprenticeship) — proven hands-on aptitude will be considered just as strongly.
- Previous experience in a warehouse, logistics, retail, or other physically active and time-precious environment.
- A full UK driving licence, useful given the shift pattern and occasional travel to other sites.
- Willingness to occasionally travel to support other UK sites, and – rarely – sites outside the UK.
What we offer you
- Pension scheme, including employer contribution matching up to 7%
- Sharesave and Buy as You Earn share schemes
- Private Medical Insurance from your first month, with the option to extend cover to your family via salary sacrifice
- Income Protection (up to 50% of salary for 3 years) and Life Assurance (3x annual salary)
- Wellbeing support through dedicated apps and an Employee Assistance Programme
- 25 days annual leave, rising to 27 days after 5 years' service (plus optional holiday purchase)
- 22 weeks paid maternity/primary parent leave and 6 weeks paid paternity leave (once service requirements are met)
- Dedicated budget for your learning and development
- Cycle to Work Scheme
- Access to an on-site staff shop, offering discounts on products up to 70%
- On-site restaurant offering hot food at subsidised prices
- 15% discount on Ocado.com, with free delivery from your first month
- Access to discounts across a wide range of high street and online retailers
- Free access to Twycross Zoo via our dedicated corporate passes
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