Ocado Group is hiring a

Regional Services Specialist

Andover, United Kingdom

“We are on a mission to transform the future of grocery retail through sustained technology innovation.”

At Ocado Solutions and Client Services, we are responsible for providing Ocado’s innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), to our major retailer clients around the world. OSP comprises access to Ocado's physical infrastructure solutions, running highly efficient warehouse operations for the single pick of products, together with the entire end-to-end proprietary software applications and advanced robotics required to operate a world-class online grocery business.

Our unique, proprietary and industry-leading technology is set to transform the shopping experience of consumers around the world, redefining the customer grocery experience through the adoption of a centralised, automated model of online retailing provided by the Ocado Smart Platform.

What you will be doing

As a Regional Services IT Specialist, you will report to the TSS Services Supervisor and will spend your days providing technical services & support for the user base, warehouses and spokes sites across southern England. You will be delivering a 1st class customer service, focusing on customer satisfaction, managing customer expectations, ensuring timely progression of projects, tasks and support whilst promoting TSS services.

Liaising closely with other technology teams within Ocado to achieve the desired outcome and be a point of contact for IT related queries, either handling them yourself or escalating to other IT Teams within Ocado quickly and efficiently.

Supporting operational warehouses and spoke sites may include activities such as working at height, so you need to be comfortable with this. To keep up to date with your daily tasks, you will use a ticket logging system along with other systems as part of a Swarm support model to manage your workload, working closely with CFC Support Leads and other team members.

  • Providing excellent customer service with good communication skills.
  • Engaging with the business at all levels to provide technical updates and engage with technical requests
  • Manual tasks such as IT installations, data cabling and more.
  • Engage effectively and efficiently with business staff at all levels, ensuring work is progressed in a timely fashion meeting business requirements
  • Obtaining quotes for projects & tasks, progress orders then managing equipment received ready for installation.
  • Providing technical support services to the business
  • Building strong working relationships with business stakeholders
  • Drive and manage workloads, mentoring and assisting others as part of swarm model
  • Create and manage clear written reports and documentation
  • Working alone when required and drive work forwards 
  • Engage effectively in major incident management with the business.
  • Work closely with other team members, management and customers with a desire to help and progress.

What we are looking for

  • A good understanding of network infrastructures, switches, hubs & routers.
  • Data cabling 
  • Comfortable working autonomously and sometimes remotely on multiple projects
  • Ability to compile reports and use data to suggest improvements to processes
  • Proven previous experience in a technical support capacity
  • Strong customer service
  • A can-do attitude and a willingness to learn with a keen interest \ Passion for IT.
  • Strong work ethic, identifying, pursuing and prioritising outstanding work.
  • Proven ability to engage effectively in major incident management with the business
  • Strong written and verbal communications, being comfortable liaising with various levels of stakeholder
  • Microsoft certification or equivalent (i.e. MCITP, ITIL, etc.) desirable but not essential.
  • Knowledge of Windows 7/8/10, MAC OS X, Android, iOS, technical hardware, networks
  • Full UK Driving License

Working Hours

The role is Monday to Friday over a 40Hr week and will include the use of a company van. You may be asked to perform tasks as required by management deemed as a reasonable request.

What we can 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. Within our flexible environment we can offer technically stretching work, a competitive salary and share schemes. Benefits include pension scheme, Ocado retail staff discounts. 

Due to the energising nature of Ocado's business, vacancy close dates, when stated, are indicative and may be subject to change so please apply as soon as possible to avoid disappointment. 

Please note: If you have applied and been rejected for this role in the last 6 months, or applied and been rejected for a role with a similar skill set, we will not re-evaluate you for this position. After 6 months, we will treat your application as a new one. 

Be bold, be unique, be brilliant, be you. We are looking for individuality and we value diversity above gender, sexual orientation, race, nationality, ethnicity, religion, age, disability or union participation. We are an equal opportunities employer and we are committed to treating all applicants and employees fairly and equally.