Job Description

About Us
We are Ocado Technology and we empower global grocery retailers with cutting-edge cloud, robotics, AI, and IoT. Our Ocado Smart Platform (OSP) powers highly automated Customer Fulfilment Centres (CFCs), enabling efficient, single-pick online grocery delivery
About the Role
As a Systems Support Specialist, you'll have a unique, cross-functional perspective within our Customer Fulfilment Centre (CFC) in Dordon, working across Engineering Operations, Technical Support Services, and Business Operations. This role places you at the heart of client operations, where you'll play a crucial part in ensuring our business systems remain fully operational, delivering an efficient service to Ocado's customers and clients. What you'll be doing:

• System Monitoring & Incident Management - Oversee business system operations, identify and escalate faults, and ensure timely resolution of incidents.
• Technical Support & Troubleshooting - Act as a technical point of contact for on-site and off-site teams, resolving system issues and supporting engineering tasks.
• Collaboration & Communication - Work closely with Engineering Operations, Technology teams, and client operational teams, ensuring visibility and swift issue resolution.
• Operational Efficiency - Manage ticketing progress, analyse key asset performance, and drive improvements in business system operations.
• Health & Safety Compliance - Adhere to company health & safety policies while working within a team of on-site support specialists.

This is an onsite-based role and will take part in a team shift pattern working 4 on 4 off to cover operations 24x7.
About you
We're looking for a proactive, hands-on problem solver with strong technical expertise and excellent communication skills. If you thrive in a fast-paced environment, enjoy tackling complex technical challenges, and can confidently engage with stakeholders at all levels, this role is for you!
What You'll Bring

• Technical Know-How - Experience in technical support, hardware troubleshooting, and incident management across hardware, software, and networking
• Problem-Solving Mindset - Strong analytical skills with the ability to diagnose and resolve technical issues efficiently.
• Strong Communication Skills - Ability to explain technical concepts clearly, both verbally and in writing, to technical and non-technical audiences
• Stakeholder Engagement - Comfortable interacting with business teams at all levels, ensuring smooth communication and timely issue resolution.
• Organised - Ability to prioritise tasks, manage workloads effectively, and drive resolutions in a fast-moving environment.
• Process-Oriented - Skilled in following and creating documentation, processes, and procedures to maintain high operational standards.
• Self-Motivated & Hands-On - A quick learner who takes initiative and enjoys getting stuck into technical challenges.

Great to have (but not essential)

• Confidence in delivering well-organised presentations to senior management.
• A solid understanding of IT infrastructure, computing configurations, ITIL, and the OSI model.
• Technical certifications in Hardware, Software, or Networking.
• ITIL qualification

What we offer
We believe in supporting our people with meaningful, flexible benefits that prioritise well-being and work-life balance. Here's a snapshot of what you can expect:

• Time to recharge:

25 days annual leave (rising to 27 after 5 years), plus the option to buy more - and 30 days a year to work from anywhere in the world. * Health & wellbeing:
Private Medical Insurance from your first month, wellbeing support through specialist apps and EAP, plus Income Protection and Life Assurance. * Family-first policies:
22 weeks paid maternity/primary carer leave and 6 weeks paid paternity leave (after qualifying period). * Financial support:
Pension with employer matching up to 7%, share schemes (Sharesave & BAYE), and interest-free loans for train tickets. * Commuter perks:
Cycle to Work Scheme and free shuttle buses to/from Hatfield and Welwyn Garden City stations. * Exclusive discounts:
15% off at Ocado.com with free delivery (starting in your first month).
Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion or belief, age, or disability or union membership status.

Skills Required