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.

• 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

• At least 3 years' experience in a similar�

  role

• 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

.