One Stop - Tech Support Analyst

One Stop Stores are transforming the way we approach delivering technology support for users in our stores, warehouses and head office – as well as the service offered to our franchisees.

To deliver this, One Stop are building a highly-effective team of support agents who are multi-skilled, hands on individuals, focussed on delivering great customer service. This is the Tech Squad.

Each member of the Tech Support will work across the following areas:

• Providing 2nd line support for the One Stop technology landscape, servicing over 100 stores across the UK.  This includes application support on retail systems, Data Warehouse, Supply Chain systems, Warehouse Management systems – amongst others – and general IT support issues escalated from the 1^st line support team. This will also include release management and deployment of releases.
• Be “the face of IT” at the One Stop head office, supporting users with any IT issues they may encounter, including (but not limited to) issues with laptops, mobile phones, software and other equipment. This will be face-to-face through the Tech Bar, on the phone and via a web portal with all issues recorded and documented.
• Co-ordinating technical activities for new store openings including attending store where needed.

• 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 1^st 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

Skills, Knowledge and Personal Attributes

Every member of the Tech Support team will be highly motivated, with a curiosity to explore and a passion to learn. We are looking for people who love solving problems, are very technically minded and who know how to provide great customer service.

Although we will provide appropriate training where needed, we are looking for people who have:

• 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
• 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
• Excellent organisational skills, able to multi-task and work under pressure
• An understanding of ITIL
• Awareness of IT security and a general awareness of data protection practices
• Understanding of Network troubleshooting.

Hours of Work

Tech Support Analyst will work on a rota basis covering 7am to 6pm Monday to Friday (shifts will be made up of 7-3, 8-4, 9-5 and 10-6). You will be assigned the areas of cover you be providing during each shift.

The Tech Support Analyst will also be operational, on-site, on Saturday and Sunday and each agent will work in the region of one weekend in four (with days off in lieu being taken in the preceding week on allocated days – subject to the needs of the business and appropriate cover being in place).

The Tech Support Analyst will also provide Out of Hours support for issues that occur. Each member of the Tech Squad will participate in the Out of Hours rota covering in the region of one week in four.

Training

One Stop will provide on going development and pay towards CompTIA A+ and Network +

To understand how we lead:

Believe in each other:

Building trust-based relationships

Caring for each other

Backing each other

Being clear on our shared purpose

Finding ways to work better together, driving end to end collaboration

Respecting & valuing each others expertise and contribution

Stay Curious:

Looking in different places for new ideas and perspectives

Being inclusive and giving everyone a voice

Wanting to learn more

Seeking to understand yourself and others

Embracing change and adapting to the opportunities and challenges it brings

Understanding how your work enables our purpose and strategy

Be Brave:

Taking responsibility for your decisions and making things happen

Pushing the boundaries by taking measured risks

Doing the right thing for customers, colleagues, communities & the planet

Speaking up when something doesn’t feel right

Being yourself and showing your vulnerabilities

Acknowledging when something doesn’t work; fail fast, share learnings, and move on

Live 20/80:

Doing only the few things that will make the biggest difference

Ruthless prioritisation

Finding creative ways to get there quicker and with less effort

Acting like it’s your own money, resource and time

Striving for progress over perfection

Using what’s already there, not always needing to reinvent

At One Stop we value our colleagues just as much as our customers, and part of this is the benefits we offer:

• 10% Discount in One Stop & Tesco stores
• Discounted Tesco pharmacy services
• Discounted shopping website
• A great holiday package
• A commitment to your career development
• Community involvement and charity work
• Pensions Scheme

One Stop is a subsidiary of the Tesco Group but is operated as a separate business and as such benefits offered will differ between One Stop and Tesco.

One Stop have the right to withdraw the vacancy before the closing date should a successful application be received prior to the closing date. As such we would highly encourage you to submit your application as soon as you can.

One Stop Stores Ltd is a leading organisation in the UK Convenience Store market, we are owned by Tesco PLC but operated as a separate business.

One Stop is a retail convenience business with over 850 shops and a key focus on being the best store for customers in the neighborhood. Open 7 days a week One Stop aims to meet the needs of all its local customers.

Since 2003 we have been a subsidiary of Tesco. With our stores situated throughout England and Wales, there’s sure to be a One Stop near where you live or work.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancies