Technical Operations Specialist in Sunderland

Just Eat Takeaway.com is a leading global online delivery platform, and our vision is to empower everyday convenience. Our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.

TechOps is the operational arm of Workplace Technology providing L3 based technical operational support to the business and to the IT Operations team. This role will work closely with both our Workplace Technology and ITSM departments to ensure work is transitioned in a fast and efficient way to enable our Jetters as best we can.

As part of the wider Workplace Technology team, you’ll be responsible for ensuring that all work triaged through the Service Desk to L3 is handled in a timely manner, resolving at source where possible. For items that cannot be resolved, you will have a connection to L3 teams to gain assistance and knowledge to drive resolutions for our Jetters. You will also be involved in smaller projects that impact the wider business across all disciplines in WPT including Networks, IAM, Application Management, and Infrastructure to deliver a solid, reliable, and functional platform for day to day operations.

Responsibilities

• Primary focus will be working on escalations from the Service desk to ensure the smooth delivery of service to our Jetters and to empower (where possible) our Service Desk staff to learn and develop future skills.
• Answering technical queries and questions in Slack and Jira, providing detailed, timely updates on user issues, autonomously producing documentation and updating production incident tickets.
• Helping people resolve their issues face to face or using a video call.
• Handling escalations across a varied amount of technical disciplines.
• Delivering technical training sessions to Service Desk teams globally.
• Managing devices across multiple platforms including Jamf, Intune and Google.
• Joining both L3 and Operational Stand-ups and meetings to understand current challenges and needs.
• Troubleshooting network issues including but not limited to Wi-Fi issues, access issues and basic network troubleshooting.
• Work with IdP (Okta) to assist with group creations and group rule updates, and implementing SSO setups for new onboarding products.
• Work within Jira across the global platform to help triage and design solutions for users.

What will you bring to the team?

• You’re comfortable working in a technical team that deals with a wide range of technical issues every day.
• You’re comfortable presenting technical information to groups of people.
• You’re passionate about helping people as well as creating an inclusive and educational support environment.
• You can communicate technical solutions to people with wide-ranging levels of technical expertise effectively.
• You’re experienced in troubleshooting issues in a large distributed environment.
• You have a good understanding of networking, access management and infrastructure.
• You love learning on the fly and sharing your knowledge with others.
• You have experience automating common tasks.
• You have experience in programming languages such as Python.
• You have experience in managing devices across multiple platforms including Jamf, Intune and Google.

At JET, our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment. Fun, fast-paced and supportive, the JET culture is about movement, growth and about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition.

Inclusion, Diversity & Belonging

No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat Takeaway.com. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.