Technical Support Analyst

Leicester, Leicestershire
26,211 - 29,468 p/a
13 Jul 2021
06 Aug 2021
Full Time
Contract Type

About the Team

The Instore Technical Support Operations team are responsible for providing 2nd line technical support for POS Control.

The team is critical in supporting all areas with regards to our Instore Applications within the Retail Business. The team is also responsible for troubleshooting of systems including bespoke software, Operating System, database, and driver packages, all new store builds and BAU activities as well as responsible for producing all files and information for our the retail stores and all peak trade activities.

We're going through a really big period of growth and the successful candidate will get the opportunity to support on a range of projects from new projects for Reiss and future Next store openings.

About the Job
Responsible for providing 2nd line technical support to internal Service Desk and directly to retail stores
Technical and operational support of the in-house developed In-Store Trading System
Troubleshooting of systems including bespoke software, Operating System, database, and driver packages
Checking, analysing and resolving issues reported via Service Desk ticketing system, telephone queries and proactive monitoring
Testing and distribution of standard data to stores as scheduled
Providing support for new store openings and refit schedules to internal and 3rd party engineers
Supporting release and change management for software rollout and ad hoc changes
Major Incident Management
Part of a shift rota including on call weekends (1 in 6) and peak trade support
Providing and created all Peak Trade store configurations and processes - supporting all Peak Trade events in Retail
Providing fault resolution technical documentation and managing new support processes to 1st line Service Desk teams
Escalation of incidents as required to 3rd line support or management and the wider Business

Technical Skills\Requirements

Windows Server 2012 R2\2008 R2\2003 R2




Windows OS

8.1 Embedded\Industry Standard

Windows 7


SQL 2012\2008\2003

Standard and Express editions

t-SQL querying

DB Maintenance

Technical Skills\Requirements (desirable)

Microsoft System Centre 2012

Remote Control Management


Package creation and distribution

Operations Manager

Automation Technologies




Troubleshooting wired and wireless networking systems

A desirable candidate will demonstrate

An analytical approach to problem solving seeking to identify and resolve issues proactively where possible

The ability to respond quickly to system issues with a can-do attitude, taking ownership of incidents ensuring that all required parties are involved in the problem solving process

A genuine passion for IT systems and technologies

Ability to understand complex business processes and apply this knowledge to investigative problem solving

Ability to learn skills quickly, independently, and apply knowledge to support scenarios

Flexible in response to business needs and incidents

An excellent communicator with all areas of the business including technical and non-technical users

Proven track record writing and training users on support scripts\jobs

Previous experience of technical service desk desirable

Knowledge of IT systems within a retail environment desirable

Knowledge of SOTI and how MObiControl is used to control and manage our estate

Bonus Scheme
Pension Scheme
ShareSave Scheme
Life Assurance
Staff Discount
On-site Nursery

About Next
You know Next, but did you know we’re a FTSE-100 retail company employing over 43,000 people across the UK and Ireland. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 540 stores, plus the Next Online and it’s now possible to buy on-line from over 70 countries around the world! So we’ve gone global!

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