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For Companies At a Glance
- Tasks: Support and monitor business systems, ensuring smooth operations in a fast-paced environment.
- Company: Join Ocado Group, a leader in online grocery technology using robotics and AI.
- Benefits: Enjoy 30 days remote work, generous leave, and wellness support plus discounts on Ocado.com.
- Why this job: Be at the heart of innovation, solving technical challenges while collaborating with diverse teams.
- Qualifications: Technical support experience and strong problem-solving skills are essential; communication is key!
- Other info: Work a 4 on 4 off shift pattern, ensuring 24/7 operational coverage.
The predicted salary is between 28800 - 43200 £ per year.
Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion or belief, age, or disability or union membership status.
About us
Our teams are putting the world’s retailers online using the cloud, robotics, AI, and IoT. We provide services to partner clients globally via our innovative advanced robotics technology, known as the Ocado Smart Platform (\”OSP\”), this drives our highly automated, multi-million pound Customer Fulfilment Centres (CFCs). In our CFCs – together with the proprietary software applications – we operate a world-class online grocery business that automates the single pick of products, ready for your online delivery.
About the Role
As a Systems Support Specialist, you’ll have a unique, cross-functional perspective within our Customer Fulfilment Centre (CFC), working across Engineering Operations, Technical Support Services, and Business Operations. This role places you at the heart of client operations, where you’ll play a crucial part in ensuring our business systems remain fully operational, delivering an efficient service to Ocado’s customers and clients. What you\’ll be doing:
- System Monitoring & Incident Management – Oversee business system operations, identify and escalate faults, and ensure timely resolution of incidents.
- Technical Support & Troubleshooting – Act as a technical point of contact for on-site and off-site teams, resolving system issues and supporting engineering tasks.
- Collaboration & Communication – Work closely with Engineering Operations, Technology teams, and client operational teams, ensuring visibility and swift issue resolution.
- Operational Efficiency – Manage ticketing progress, analyse key asset performance, and drive improvements in business system operations.
- Health & Safety Compliance – Adhere to company health & safety policies while working within a team of on-site support specialists.
This is an onsite-based role and will take part in a team shift pattern working 4 on 4 off to cover operations 24×7.
About you
We’re looking for a proactive, hands-on problem solver with strong technical expertise and excellent communication skills. If you thrive in a fast-paced environment, enjoy tackling complex technical challenges, and can confidently engage with stakeholders at all levels, this role is for you!
What You’ll Bring:
- Technical Know-How – Experience in technical support, hardware troubleshooting, and incident management across hardware, software, and networking.
- Problem-Solving Mindset – Strong analytical skills with the ability to diagnose and resolve technical issues efficiently.
- Strong Communication Skills – Ability to explain technical concepts clearly, both verbally and in writing, to technical and non-technical audiences.
- Stakeholder Engagement – Comfortable interacting with business teams at all levels, ensuring smooth communication and timely issue resolution.
- Organised – Ability to prioritise tasks, manage workloads effectively, and drive resolutions in a fast-moving environment.
- Process-Oriented – Skilled in following and creating documentation, processes, and procedures to maintain high operational standards.
- Self-Motivated & Hands-On – A quick learner who takes initiative and enjoys getting stuck into technical challenges.
Great to have (but not essential)
- Confidence in delivering well-organised presentations to senior management.
- A solid understanding of IT infrastructure, computing configurations, ITIL, and the OSI model.
- Technical certifications in Hardware, Software, or Networking.
What we offer you
Our employee benefits are designed for you, we care about people and we’ve ensured we have a wealth of benefits that focus on your well-being. We regularly review our benefits to ensure we are supporting our employees appropriately.
- 30 days ‘working from anywhere in the world’ policy.
- Wellbeing support through dedicated apps and an Employee Assistance Programme.
- 25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase).
- Pension scheme (various options available including employer contribution matching up to 7%).
- Generous Private Medical Insurance (within the first month of joining!).
- Income Protection (can be up to 50% of salary for 3 years) and Life Assurance (3 x annual salary).
- 22 weeks paid maternity/primary parent leave and 6 weeks paid paternity leave (once relevant service requirements complete).
- Train Ticket loan (interest-free).
- Cycle to Work Scheme.
- Free shuttle bus to and from Hatfield Train Station to the Hatfield offices.
- Free shuttle bus to and from Welwyn Garden City Train Station to the Welwyn Garden City offices.
- Opportunity to participate in Sharesave and Buy as You Earn share schemes.
- 15% discount on Ocado.com and free delivery for all employees (within the first month of joining!).
Stay in the loop
Can\’t find what you\’re looking for or not ready for a move? Join our Talent Community to stay up to date with Ocado Group news and events, you’ll also be the first to know about new opportunities – before they are posted.
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Operational Site Support Specialist employer: Ocado Group
Contact Detail:
Ocado Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operational Site Support Specialist
✨Tip Number 1
Familiarise yourself with the Ocado Smart Platform and its functionalities. Understanding how their advanced robotics technology operates will give you a significant edge during interviews, as you'll be able to speak knowledgeably about the systems you'll be supporting.
✨Tip Number 2
Network with current employees or join relevant online forums and groups. Engaging with those already in the company can provide insights into the company culture and specific challenges faced in the role, which can help you tailor your approach.
✨Tip Number 3
Prepare for scenario-based questions that focus on problem-solving and technical troubleshooting. Think of examples from your past experiences where you've successfully resolved issues, as this will demonstrate your hands-on capabilities.
✨Tip Number 4
Showcase your communication skills by practising how to explain complex technical concepts in simple terms. This is crucial for the role, as you'll need to interact with both technical and non-technical stakeholders effectively.
We think you need these skills to ace Operational Site Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, incident management, and problem-solving. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and explains why you're a great fit for the Operational Site Support Specialist role. Mention specific examples of how you've successfully resolved technical issues in the past.
Showcase Your Technical Skills: In your application, emphasise your technical know-how, including any certifications or experience with IT infrastructure, hardware troubleshooting, and networking. This will help you stand out as a candidate.
Prepare for Potential Questions: Think about common interview questions related to technical support and stakeholder engagement. Prepare clear, concise answers that demonstrate your problem-solving mindset and ability to communicate effectively with both technical and non-technical audiences.
How to prepare for a job interview at Ocado Group
✨Understand the Role
Make sure you thoroughly understand the responsibilities of an Operational Site Support Specialist. Familiarise yourself with system monitoring, incident management, and the importance of collaboration across teams. This will help you answer questions confidently and demonstrate your knowledge.
✨Showcase Your Technical Skills
Prepare to discuss your technical expertise in hardware troubleshooting and incident management. Be ready to provide examples of past experiences where you've successfully resolved technical issues, as this will highlight your problem-solving mindset.
✨Communicate Clearly
Practice explaining complex technical concepts in simple terms. Since you'll be interacting with both technical and non-technical stakeholders, showcasing your strong communication skills will be crucial during the interview.
✨Demonstrate Your Organisational Skills
Be prepared to discuss how you prioritise tasks and manage workloads effectively in a fast-paced environment. Sharing specific examples of how you've driven resolutions and maintained operational standards will impress your interviewers.
