Technical Support Analyst
- Employer
- NEXT
- Location
- Leicester, Leicestershire
- Salary
- 26,211 - 29,468 p/a
- Closing date
- 6 Aug 2021
View more
- Sector
- Technology & Digital, Retail, IT
- Hours
- Full Time
- Flexibility
- Flexible working available
- Contract Type
- Permanent
Job Details
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
Criteria
Technical Skills\Requirements
Windows Server 2012 R2\2008 R2\2003 R2
Management,
Monitoring
Configuration
Windows OS
8.1 Embedded\Industry Standard
Windows 7
XP
SQL 2012\2008\2003
Standard and Express editions
t-SQL querying
DB Maintenance
Technical Skills\Requirements (desirable)
Microsoft System Centre 2012
Remote Control Management
Reporting
Package creation and distribution
Operations Manager
Automation Technologies
VBScript
Powershell
SOTI
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
Benefits
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!
Company
NEXT is a British multinational clothing, footwear and home products retailer headquartered in Enderby, Leicestershire. It has around 700 stores, of which circa 500 are in the United Kingdom, and circa 200 across Europe, Asia and the Middle East. Next is the largest clothing retailer by sales in the United Kingdom, having overtaken Marks & Spencer in early 2012 and 2014. It is listed on the London Stock Exchange and is a constituent of the FTSE 100 Index.
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