2nd Line IT Support / Application Support / IT Support Engineer / Service Desk Analyst (2nd line)

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

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