IT Support Technician

Ready to troubleshoot your way to IT greatness? As our IT Support Technician, you’ll play a critical role in delivering exceptional IT service support for our Logistics and Distribution functions at our state-of-the-art Omega Distribution Centre, located at the Omega Business Park off Junction 8 of the M62.

In this role, you’ll be at the forefront of troubleshooting hardware issues, managing service requests, and resolving IT problems to maintain system reliability. Working closely with colleagues, IT specialists, and third-party providers, you will help diagnose and address technical challenges within our distribution network, ensuring IT service management levels are met.

Beyond daily support, you’ll contribute to improving IT processes and services. Through regular system checks, project support, and process development, you’ll help optimise our IT infrastructure to meet the demands of a fast-paced logistics environment, ensuring the operation runs smoothly and efficiently.

Job Overview

• Technical Support: Accurately record, triage, and resolve IT service issues and hardware problems to meet service levels.

• Collaboration: Work closely with IT colleagues, specialists, and third-party providers to resolve technical challenges and manage IT service requests.

• Process Development: Create and maintain processes and procedures that improve efficiency in resolving IT issues.

• Project Assistance: Support IT project implementations such as upgrades and new equipment roll-outs.

• System Checks & Diagnostics: Perform daily system checks of IT services, including the WMS, and conduct thorough diagnostics to resolve issues at the first point of contact.

• Proactive Monitoring: Monitor, escalate, and follow up on all logged issues to ensure that service management levels are consistently met.

• Continuous Improvement: Analyse IT issues and recommend service improvements while maintaining up-to-date knowledge through collaboration with IT colleagues.

• Experience in a Warehouse, WMS and Distribution environment is desirable.

• Knowledge of network security, desktop systems, applications, and mobile device management.

• Proven experience in working with technical teams and supporting 3rd party IT service providers.

• Strong communication skills with a customer-focused approach.

• Ability to prioritise workload, solve problems proactively, and work collaboratively as part of a team.

• Analytical skills with the ability to guide and influence key stakeholders.

With plans to increase our store portfolio to 1,000 stores throughout the UK we are a fast-paced retailer opening 50 stores a year (nearly one every weekend) – and we wouldn’t have it any other way!

Package

• 37.5 hours per week

• 5 out of 7 days including weekends between 8am and 8pm

• 5.6 weeks paid holiday per year including bank and public holiday allowance rising to 6.6 weeks upon 5 years’ service

• Contributable Company pension scheme

Employee benefits

• MyHB employee benefits platform with access to:

• Retail and leisure discounts plus hundreds more

• Free Financial Advice

• Bank your savings into an ISA

• 24/7 confidential counselling and advice line

• Low cost voluntary insured health plans

• Subsidised canteen

• 10% store discount

• Free car parking

• Death in Service Benefit (subject to 12 months complete service)

• Long Service recognition scheme

• Access to PluraSight E-Learning platform to support further development