Job Description

Who are we?

Starting our life in 1999, Retail Assist is a growing, award-winning technology company. Whether it's through our expert IT managed services, or our specialist software solutions, we work with a wide variety of clients to help them to deliver outstanding customer service. Some of our clients include Harvey Nichols, Selfridges, Papa Johns, Dufry (World Duty Free Group), Pizza Hut, Best Food Logistics, Whistles, Hobbycraft, Mint Velvet, Vue International and many more.

The Role

We're seeking a Trainee Operator to join our Operations Team, initially based in our Northampton office for training, with the opportunity to work from home from time to time upon completion.

Here's what you'll be doing?

This is a permanent position on a 4-on, 4-off schedule, working 12-hour night shifts with a 1-hour break. You'll be a key member of our night shift team, following a fixed rota while also providing cover for other night shift patterns as needed.

The primary duties entail monitoring clients' Servers, Networks, Backup, and Applications to ensure seamless operation. Any identified issues will be addressed in accordance with established departmental protocols. The team employs a range of tools including Halcyon, What's Up Gold, SolarWinds, Control M, and BMC Patrol, in addition to logging into various servers for proactive checks. Task Supervisor is used to effectively manage these checks and tasks.

As you grow more proficient, the role will necessitate collaboration with other support teams within RA, third parties and the clients own support teams. You will also take charge of creating detailed support tickets in Jira, as well as producing daily reports and shift handover documents.

What will I learn?

Logging into various systems Using various monitoring tools and responding to alerts Performing checks using online tools Call Logging and the management of calls Performing tape movements Escalation of issues to internal teams, 3rd parties as well as client teams Backups Making sure the Over Night completes Checking the progression of schedules Checking sales file have been processed. Raising calls and following the escalation process Hourly Checks Monitoring WUG

What will we need from you?

To thrive in this exciting role, we're looking for someone who.

Can demonstrate your ability to follow detailed procedures? Who is Computer literate Able to work under pressure and provide a positive contribution to a team environment Has excellent communication skills both written and verbal Has a flexible approach to work, and are you willing to help your team succeed
Job Types: Full-time, Permanent

Pay: 24,444.00 per year

Benefits:

Casual dress Company events Company pension Cycle to work scheme Employee discount Free flu jabs Life insurance On-site parking Private dental insurance
Schedule:

Night shift
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Northampton NN3 6BW