Functional Skills Tutor

Salary

Competitive

We are looking to both insource and modernise our Technology capability by building an internal application support team. The role is for an Application Support Analysts who will receive software related incidents and inquiries through a variety of channels, including email, phone and live chat. In addition to making sure that each individual complaint is properly dealt with the Application Support Analyst will also need to assess customer problems as a whole, so that particular areas of concern can be identified.

Beyond solving problems which have already arisen the Analyst must also come up with plans designed to help avoid problems in the first place. This involves regularly evaluating the current state of the application, identifying aspects which could be improved and recommend changes in order to facilitate those improvements.
Bachelor’s degree in computer science
Good understanding of ITSM and ITIL standards
Hands on experience of using various troubleshooting techniques and tools
Windows 10, Linux experience would be an advantage
Cloud computing concepts and service models IasS/ PaaS/ SaaS
O365, AWS and remote desk top management software

Your Responsibilities

To be part of the team you need a desire to collaborate, to keep on learning and the discipline to deliver nothing short of excellence. Working with stakeholders to understand and resolve Application based incidents, we are looking for someone who demonstrates:
Possessing specialist knowledge of operating systems, devices, applications, and software
Providing technical support to teams within the organisation, and to external clients when required
Assisting with systems integrations
Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
Maintaining and updating technical documents and procedures
Identifying and resolving technical issues
Managing coordination at a local and international level where required
Delivering regular and customised training to teams within the business
Preparing maintenance plans and upgrading schedules for the organisation’s systems
Developing reports for teams across the business

Competencies Required
Knowledge of Cloud based technologies (AWS, AZURE) preferably within a Retail environment
Must be technical and hands on able to react to incidents / issues
Preferably Retail Application Support Experience
Able to use ServiceNow and produce reports
Monitoring Skills (POS systems, tills and Retail Apps) using Tools such as Datadog, Nagios etc.
Able to learn new and existing technologies, integrations, configuration, Admin of apps (health checks, start and stop, User Admin (adding, deleting, passwords), that is for both bought and developed
and understand the landscape of where they are and how they work (working with the engineering teams if developed)
Documentation to be produced at all times
Understand and assist with Store Deployment Activities
Application Patches and regular maintenance of Apps and components
Must be conversant with Linux and Windows Technologies
MSQL and Database
Retail Store incident Resolution during day and weekends P1/P2
Store Payment Issues
Promotion Setup and Edits
Data Enquiries
Ad Hoc Reporting for Business Units as and when required
Managing and Deployment of Certs when required
Assist with Network Issues
Weekly, Monthly, Quarterly reporting to Ops team providing statistical information
Work in a Tier 1 and Tier 2 support structure

Holland & Barrett is one of the nation’s most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.

Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.

Join us and see how far you can go…