One Stop Stores Ltd
Tech Support Analyst
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About the role
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
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You will need
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- 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
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