As a Support Engineer / Product Specialist, you will play a key role in supporting our internal systems and ensuring a seamless experience for colleagues across the business. You’ll act as the bridge between users and technology—troubleshooting issues, improving processes, and contributing to product enhancements.
This is an ideal opportunity for someone starting their career in IT, support, or product operations.
Key Responsibilities
- Develop a strong understanding of our internal systems and bespoke products, including features, functionality, and business impact.
- Act as a subject matter expert for our Retail Purchasing system, supporting teams such as Finance, Marketing, Transport, Customer Support, and Retail.
- Provide first and second‑line support via phone, email, and face‑to‑face queries.
- Log, manage, and resolve incidents and service requests using our IT Service Management (ITSM) system.
- Troubleshoot technical issues, perform diagnostics, and aim to achieve a high first‑time fix rate (target ~80%).
- Escalate complex or unresolved issues to third‑line support where necessary, ensuring clear documentation and handover.
- Work in line with ITIL best practices, ensuring tickets are handled efficiently and consistently.
- Collaborate with Product and Development teams by sharing feedback on system performance, user experience, and improvement opportunities.
- Maintain accurate records of issues, resolutions, and system changes.
What You’ll Bring
- Problem‑Solving Skills: Ability to investigate issues, identify root causes, and implement effective solutions.
- Customer‑Focused Mindset: Friendly, patient, and empathetic approach when supporting users of varying technical ability.
- Adaptability & Curiosity: Willingness to learn new tools, systems, and technologies in a fast‑paced environment.
- Attention to Detail: Ability to document issues clearly and follow processes accurately.
- Time Management: Capable of prioritising tasks, managing workload, and meeting deadlines.
- Communication Skills: Clear and professional communication, both written and verbal.
- Team Player: Comfortable working collaboratively across multiple departments.
Nice To Have (Not Essential)
- Basic understanding of IT support concepts (e.g., networks, hardware, software troubleshooting).
- Familiarity with ticketing systems or ITIL practices.
- Interest in technology, systems, or product development.
What We Offer
- Full training and structured onboarding.
- Ongoing learning and development opportunities.
- Clear career progression pathways within IT, Product, or Engineering.
- A fast‑paced, supportive, and collaborative working environment.
- Opportunity to make a real impact in a rapidly growing business.
Additional Expectations
- Maintain professionalism and confidentiality at all times.
- Develop a strong understanding of the wider business and how systems support operations.
- Be flexible and willing to take on additional responsibilities as required.
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