Technical Support Specialist

Why Ocado?

Here at Ocado Logistics, it's our mission to provide an outstanding customer experience for our partners , developing groundbreaking technology, opening multiple sites at an accelerating rate and engaging in exciting new business partnerships around the world - changing the way the world shops, for good. We are the beating heart of our UK business and comprise a network of cutting edge warehouses and offices across the country that ensure that we optimise the experience and use our proprietary technology across the supply chain to deliver an exceptional shopping experience. At the same time delivering bags of possibilities for our employees and a career that will ensure no two days are ever the same.

About the role

We wouldn't be able to positively impact the way the world shops without our passionate team members. This Technical Support Technician role exists to support the management and maintenance of all in-vehicle and transport technology across our on-road fleets, including home delivery vans, LGVs, minibuses, and Zoom vehicles. We are looking for a resilient and self-motivated communicator to join our team. The aim is to ensure our proprietary technology is operating at optimum levels , supporting the implementation of new technologies as well as maintaining and repairing existing solutions , which includes systems in the vehicles and handheld devices used by drivers for deliveries and checks.

This is a hybrid role based at one of our sites across England, with the closest site to you designated as your home location. You will work an average of 2 days a week onsite. This role involves a lot of autonomous, solo work, but travel to other office sites, when required, is expensed.

You will be

As a Technical Support Technician, you will leverage your analytical fault-finding skills and technical understanding of operating systems to deliver seamless technical support for our national fleet. This role accentuates technical tasks, including:

• Executing technical fixes for logistics in-vehicle devices, which involves repairing and updating devices (by managing ticketing systems, Android MDM software, and completing remote fixes) and building new devices.
• Taking responsibility for the deployment of software updates and the management of in-house developed apps, as well as basic hardware fixes.
• Coordinating with the maintenance provider for arranging physical device repairs and decommissioning outdated devices.
• Supporting in-vehicle systems (e.g., vehicle tracking, collision cameras, driver performance equipment ) by diagnosing and repairing faulty equipment returned from Vehicle Technicians.
• Supporting the roll-out of new technologies, including vehicle installations and technician training.

About You

We understand that starting a new role can be a big transition. We are committed to supporting you When you begin, we will provide the necessary training and guidance as you start your journey learning the ropes.

Here is what we are looking for...Your knowledge, eagerness, and ability to thrive in a technical support environment. We need someone who is adept at prioritising and handling multiple tickets and can effectively demonstrate good stakeholder communication.

Some essential skills/abilities we are looking for include:

• Experience working at a Level 1/Level 2 IT support capacity (or similar experience with a service desk support role)
• You must hold a current UK Driving Licence (There will be visits to other sites on occasions)
• You must have analytical fault finding skills - Finding the root of an issue is your goal
• You must have a basic understanding of technology and operating systems.
• You must be a clear communicator , able to communicate in a technical way with service providers and suppliers.

What do You get in return?

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.

• Cycle to Work schemes;
• 15% off your shopping;
• Company shop offering discounts of up to 70% on groceries from leading brands and major retailers;
• Exclusive travel, retail and leisure discounts nationwide;
• Employee Assistance Programme.

We're in it together, we are proud of what we do, we can be even better

Ocado is an equal opportunities employer and it takes its obligations under the Equality Act 2010 and Rehabilitation of Offenders Act 1974 very seriously. We treat all our employees fairly and equally, regardless of their gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, pregnancy and maternity, trade union membership or offending background, or the fact that they are a part-time worker or a fixed-term employee. Our employees and applicants for employment shall not be disadvantaged by any policies or conditions of service which cannot be justified as necessary for operational purposes.