One Stop - Tech Support Analyst in Walsall

Join a fast-paced technology support team where you’ll play a key role in maintaining business-critical systems and delivering excellent service to colleagues and stakeholders. This position offers the opportunity to solve complex technical challenges, contribute to continuous improvement initiatives, and develop your expertise across a diverse retail technology environment.

About the role:

• Providing second line support for all One Stop technology systems – responding to and resolving incidents raised either by users or by system alerts across all technology solutions used in the One Stop business and within agreed SLAs.
• Supporting colleagues in the One Stop head office, including hardware, software and IT queries – in line with SLAs.
• Identifying, diagnosing and resolving incidents.
• Documenting solutions and keeping support documentation up to date.
• Releasing changes to the One Stop estate in accordance with Change Board sign off.
• Working with the project teams to on-board new solutions into Support.
• Working with third parties to ensure new store openings take place on time and to a high quality.
• Working with third parties who play a role in supporting some of our systems, including logging incidents and seeing these through to completion within agreed SLAs.
• Working with our 1st line support colleagues, ensuring that any information that could help with first time fix rates or smoother escalation to the Tech Squad are communicated clearly.
• Provide necessary end user IT training where needed.
• Monitor system jobs and respond to alerts as required (sometimes out of hours).
• Liaise with internal teams within One Stop to assist with issues and other business challenges as required.
• Complete root cause analysis for common issues and provide suggestions for reducing calls.
• Provide suggestions for improving support services.
• Attending One Stop or supplier sites as required to aid with resolution of support issues.
• Supporting in the installation or removal of technology equipment.
• Ensuring all movement of store-related technology stock is recorded accurately.

You will need:

• At least 3 years' experience in a similar role.
• Qualifications in relevant IT disciplines and/or vendor technologies.
• Excellent customer service and communication skills, capable of dealing with people at all levels, often in a very busy environment.
• Excellent technical knowledge including SQL, .Net, Microsoft Windows and Office 365.
• Strong troubleshooting skills; a desire to get to the root of a problem.
• Self-motivated, willing to go the extra mile, with a “can-do” attitude.
• Must be flexible around working hours - willing to travel to other sites (sometimes at short notice), willing to work outside normal/planned hours in order to resolve issues.
• Participate in a 1 in 5 rota, covering out of hours support and weekend working as required.
• Excellent organisational skills, able to multi-task and work under pressure.
• Strong understanding of a modern retail technical landscape - understanding API’s, integration methodologies, infrastructure and overall architectures.
• Excellent documentation skills – able to quickly and accurately document solutions for both technical and non-technical users.
• Experience with Confluence, Jira and Trello would be an advantage.

Whats in it for you?

One Stop is committed to making everyday life easier for our customers! With a strong presence in local communities, we offer a wide range of quality products at great value, alongside friendly and helpful service. As part of the Tesco Group, One Stop combines the benefits of a large organisation with the close‑knit feel of a neighbourhood store. We’re passionate about creating a welcoming environment for both our customers and our colleagues and we’re always looking for enthusiastic individuals to join our growing team!

Flexible Working:

We know life looks a little different for each of us. That’s why at One Stop, we always welcome chats about flexible working. Some people are at the start of their careers, some want the freedom to do the things they love. Others are going through life‑changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. So, talk to us throughout your application about how we can support.

One Stop Benefits:

At One Stop, we value our colleagues just as much as our customers — and that’s reflected in the wide range of benefits we offer. As a proud subsidiary of the Tesco Group, One Stop operates as an independent business. This means that while we share the same values, the benefits we offer may differ from those available at Tesco.

Community Involvement:

At One Stop, being part of the community is at the heart of everything we do. From supporting local charities and groups to partnering with national organisations, we’re proud to give back in meaningful ways. Over the past decade, we’ve raised over £10.4 million for good causes and donated the equivalent of 1.6 million meals through our partnerships with FareShare and Olio, helping to reduce food waste and support those in need. Working with us means you’ll have the chance to make a real difference whether it’s climbing mountains, running marathons, or simply organising a local raffle, our colleagues go the extra mile to support the causes they care about.

Diversity & Inclusion at One Stop:

At One Stop, everyone is welcome. We’re proud to be an inclusive workplace that celebrates the unique backgrounds, perspectives, and experiences of our colleagues. Everyone is treated fairly and with respect. Diversity and inclusion are at the heart of our values. As a Disability Confident Leader (Level 3), we’re committed to creating an accessible and supportive environment for all. We offer reasonable adjustments throughout the recruitment process, including interviews, to ensure every candidate has a fair opportunity to succeed.

For further information on the accessibility support we can offer, please contact us.

Our six colleague networks Armed Forces, Disability, LGBTQ+, Families & Carers, Race & Ethnicity, and Women help foster a safe, supportive environment where everyone can thrive and be themselves.