At a Glance
- Tasks: Provide 1st-line support and troubleshoot technical issues for end-users.
- Company: Join FGH Digital, a forward-thinking online retail business with a rich heritage.
- Benefits: Enjoy competitive salary, extensive holiday, healthcare plan, and amazing staff discounts.
- Other info: Flexible working options and clear career pathways for growth and development.
- Why this job: Be part of a dynamic team ensuring seamless operations and customer satisfaction.
- Qualifications: 2 years of service desk experience and familiarity with Windows/macOS and Microsoft 365.
The predicted salary is between 30000 - 40000 £ per year.
Onsite FGH Listerhills Warehouse, Thornton Road, Bradford, BD8 8LG. Working onsite at our Listerhills Office on a 12-hour shift pattern, 4 days on & 4 days off (days and nights rotation) to ensure continued 24x7 operational cover.
About The Role
The Business and Operations Support Engineer acts as the primary point of contact for our end-users and partners. You will provide essential 1st-line support, focusing on resolving issues at the first point of contact whenever possible. For more complex challenges, you will work closely with 2nd and 3rd-line support teams to ensure a seamless resolution and maintain high service standards across the organisation. You will also be responsible for enterprise monitoring, responding to network and system events, including batch jobs and schedules, taking appropriate action where necessary and engaging 2nd line support where needed. You will be part of a 24x7 team with 12-hour shift patterns (4 days on, 4 days off) to ensure continuous monitoring and support of our systems, rotating day and night shifts.
Key Responsibilities
- End User Support: Accurately log, categorise, and prioritise all incoming Service Desk support requests via phone, email, and self-service portals and keep tickets up to date.
- Technical Troubleshooting: Diagnose and resolve hardware, software, and connectivity issues, including password resets and Microsoft Office 365 application support with a high focus on customer satisfaction.
- 24x7 Operations: Provide technical support to the business, escalating issues to appropriate on-call engineers/third parties. Monitor batch execution and respond to failure events according to the agreed standards and procedures. Ensure that all required data backups are performed and secured offsite on a daily basis, in order to maintain the security and integrity of company data. Monitor all operational events and systems availability to ensure problems are responded to as quickly as possible / within service levels where defined. Ensure that agreed production schedules are maintained, making recommendations for schedule improvements to ensure maximum efficiency.
- Relationship Management: Act as a bridge between the technical teams and the wider business, building trust through a reliable and friendly IT service.
- Escalation: Identify service impacting issues and escalate to 2nd or 3rd-line specialists and the Major Incident Team for urgent resolution and issuing MI Comms where appropriate.
- Service Levels: Respond promptly to calls/emails and manage open tickets to ensure they are resolved within agreed Service Level Agreements (SLAs).
- Knowledge Management: Create and update internal knowledge base articles and FAQs to improve future resolution times and encourage user self-service. To be committed to good outcomes for customers at all times. To comply with FCA regulations, where applicable.
About You
- Technical Proficiency: You are familiar with Windows/macOS, Microsoft 365, and basic networking concepts.
- Service Desk Experience: Minimum of 2 years experience working within a service desk, providing 1st-line support.
- Continuous Learner: You have a proactive attitude toward staying updated with the latest IT trends and software developments. (Preferred): A certificate, along with experience in a similar customer facing IT support role and experience with ITSM tools (ServiceNow).
- Communication Specialist: You have the ability to translate complex technical concepts into simple, user-friendly language for non-technical colleagues.
- Problem-Solver: You possess a logical, methodical approach to troubleshooting and can stay calm under pressure in a busy environment.
- Customer-Centric: You are empathetic and patient, with a strong commitment to providing excellent customer care and building positive relationships.
- People-First Mindset: You enjoy helping people and take pride in turning a frustrating technical issue into a positive experience.
About Us: FGH DIGITAL
For over 100 years, Freemans has been at the forefront of home shopping, delivering quality products and exceptional service. We’ve accepted the challenge to transform our business into a modern, digital-first retailer. With a rich heritage and an eye on the future, we are a forward-thinking, tech-driven online retail business, making fabulous fashion and stylish homewares accessible and affordable for everyone. Based in West Yorkshire and part of the OTTO group, one of the world’s largest online retail organisations, Freemans Grattan Holdings (FGH) is the home of familiar brands such as Freemans, Grattan, Kaleidoscope, and Curvissa.
What We Offer You
- FLEXIBILITY: We offer a range of hybrid and flexible working options to help you achieve a healthy work life balance. Our full time head office colleagues work a minimum of 2 days per week in the office, allowing the perfect balance between collaborative in-person team work and the flexibility to work from home.
- TRAINING & DEVELOPMENT: Turning your job into a career is a real passion for us and our development programmes will enable you to grow in role. We offer clear career pathways that will show you the way, outlining the skills, behaviours and knowledge needed to perform at the next step. We invest in our colleagues, giving them all the opportunity to progress. Our inspired leadership programme is aimed at equipping our future leaders to coach, develop, manage change and maintain situational awareness.
- INCLUSIVITY: As a business, we depend on a fusion of identities, characteristics, backgrounds, and cultures to fully appreciate our people and our customers. Freemans has a long-standing commitment to ensuring fairness and balance. Our company is an inclusive organisation where everybody can make the most of their talent and abilities. Our pay, reward, and progression approach is based solely on fairness and merit.
Benefits
We firmly believe that we should reward our brilliant people with extensive benefits to help them stay healthy, relax and re-energise, have fun, manage the day-to-day and plan for the future. Here are just some of our great benefits:
- Competitive salaries and annual bonus scheme
- 260 hours holiday including bank holidays
- Healthcare cash plan
- Competitive pension scheme
- Paid paternity and maternity leave
- Incredible staff discounts
- Subsidised Canteen
Ready to apply? If you’re excited about this opportunity and want to join FGH, click apply now to send us your application.
Business and Operations Support Engineer - 24/7 cover in Bradford employer: FGH (Freemans Grattan Holdings)
FGH Digital is an exceptional employer that prioritises employee well-being and growth, offering a flexible work environment with a 12-hour shift pattern that allows for a healthy work-life balance. With a strong commitment to inclusivity and professional development, employees benefit from comprehensive training programmes and clear career pathways, ensuring they can thrive in their roles while contributing to a forward-thinking, tech-driven retail business. Located in Bradford, our team enjoys competitive salaries, extensive benefits, and a supportive culture that values every individual's contribution.
Contact Details:
FGH (Freemans Grattan Holdings) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Business and Operations Support Engineer - 24/7 cover in Bradford
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions and scenarios related to the role. We recommend using the STAR method to structure your answers – it helps you showcase your problem-solving skills effectively.
✨Tip Number 3
Show off your tech skills! Be ready to demonstrate your knowledge of Windows, Microsoft 365, and troubleshooting techniques during the interview. We want to see how you tackle real-world problems.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Business and Operations Support Engineer - 24/7 cover in Bradford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience and skills that match the job description. We want to see how you fit into our team, so don’t hold back on showcasing your strengths!
Show Off Your Customer-Centric Approach:Since this role is all about providing excellent support, share examples of how you've gone above and beyond for customers in the past. We love seeing candidates who genuinely care about making a positive impact!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use simple language to explain your technical skills and experiences, as we appreciate clarity and directness in communication.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at FGH (Freemans Grattan Holdings)
✨Know Your Tech
Brush up on your knowledge of Windows, macOS, and Microsoft 365. Be ready to discuss how you've tackled technical issues in the past, especially those related to hardware and software troubleshooting. This will show that you’re not just familiar with the tools but can also use them effectively.
✨Showcase Your Customer Service Skills
Since this role is all about providing excellent support, prepare examples of how you've handled customer queries or complaints. Highlight your ability to stay calm under pressure and how you’ve turned frustrating situations into positive experiences for users.
✨Understand the Shift Dynamics
Familiarise yourself with the 12-hour shift pattern and the importance of 24/7 operations. Be prepared to discuss how you manage work-life balance during such shifts and your approach to maintaining high service standards at all times.
✨Communicate Clearly
Practice explaining complex technical concepts in simple terms. You might be asked to demonstrate this during the interview, so think of scenarios where you’ve successfully communicated with non-technical colleagues. This will show that you can bridge the gap between tech and users effectively.
