Tech Support Analyst (Retail)

Location: Brownhills, United Kingdom; attendance at One Stop or supplier sites is required as needed, with travel to other sites and out-of-hours rota support.

Company

hirify.global's One Stop business operates a community-focused retail environment as part of the Tesco Group.

What you will do

• Provide second-line support for One Stop technology systems, resolving user- and system-generated incidents within agreed SLAs.
• Support head-office hardware, software and IT queries, monitor system jobs and respond to alerts, including outside normal hours.
• Diagnose issues, perform root-cause analysis, document solutions and improve support services and first-time-fix rates.
• Release approved changes, onboard new solutions into Support, and coordinate with project teams and third-party suppliers.
• Support new store openings, technology equipment installation and removal, and accurate recording of store technology stock movements.
• Provide end-user IT training and communicate clearly with first-line support, internal teams and stakeholders.

Requirements

• At least 3 years' experience in a similar role.
• Qualifications in relevant IT disciplines and/or vendor technologies.
• Excellent customer service, communication and organisational skills, with the ability to multitask and work under pressure.
• Excellent technical knowledge of SQL, .NET, Microsoft Windows and Office 365.
• Strong troubleshooting skills and a focus on finding the root cause of problems.
• Understanding of modern retail technical landscapes, including APIs, integration methodologies, infrastructure and overall architectures.
• Excellent documentation skills for technical and non-technical users.
• Willingness to travel to other sites, sometimes at short notice, and work outside normal or planned hours when required.
• Participation in a 1-in-5 rota covering out-of-hours support and weekend working as required.

Nice to have

• Experience with Confluence, Jira and Trello.

Culture & Benefits

• Permanent position with 37.5 working hours per week.
• Flexible-working discussions are available to accommodate different life circumstances.
• Benefits are provided through One Stop and may differ from those available at Tesco.
• Inclusive workplace with reasonable adjustments throughout the recruitment process and colleague support networks.
• Community involvement through charitable partnerships and fundraising.

Hiring process

• Applications should be submitted by 04-Dec-2026; the vacancy may be withdrawn earlier if a successful application is received.
• Reasonable adjustments are available throughout recruitment, including interviews.