Business and Operations Support Engineer - cover

Onsite FGH Listerhills Warehouse, Thornton Road, Bradford, BD8 8LG

Working onsite at our Listerhills Office on a 12-hour shift pattern, 4 days on & 4 days off (days and nights rotation) to ensure continued 24x7 operational cover.

The Business and Operations Support Engineer acts as the primary point of contact for our end-users and partners. You will provide essential 1st-line support, focusing on resolving issues at the first point of contact whenever possible. For more complex challenges, you will work closely with 2nd and 3rd-line support teams to ensure a seamless resolution and maintain high service standards across the organisation.

You will also be responsible for enterprise monitoring, responding to network and system events, including batch jobs and schedules, taking appropriate action where necessary and engaging 2nd line support where needed.

You will be part of a 24x7 team with 12-hour shift patterns (4 days on, 4 days off) to ensure continuous monitoring and support of our systems, rotating day and night shifts.

• End User Support:
  Accurately log, categorise, and prioritise all incoming Service Desk support requests via phone, email, and self-service portals and keep tickets up to date.
• Technical Troubleshooting:
  Diagnose and resolve hardware, software, and connectivity issues, including password resets and Microsoft Office 365 application support with a high focus on customer satisfaction.
• 24x7 Operations:
  • Provide technical support to the business, escalating issues to appropriate on-call engineers/third parties.
  • Monitor batch execution and respond to failure events according to the agreed standards and procedures.
  • Ensure that all required data backups are performed and secured offsite on a daily basis, in order to maintain the security and integrity of company data.
  • Monitor all operational events and systems availability to ensure problems are responded to as quickly as possible / within service levels where defined.
  • Ensure that agreed production schedules are maintained, making recommendations for schedule improvements to ensure maximum efficiency.
• Relationship Management:
  Act as a bridge between the technical teams and the wider business, building trust through a reliable and friendly IT service.
• Escalation:
  Identify service impacting issues and escalate to 2nd or 3rd-line specialists and the Major Incident Team for urgent resolution and issuing MI Comms where appropriate.
• Service Levels:
  Respond promptly to calls/emails and manage open tickets to ensure they are resolved within agreed Service Level Agreements (SLAs).
• Knowledge Management:
  Create and update internal knowledge base articles and FAQs to improve future resolution times and encourage user self-service.
• To be committed to good outcomes for customers at all times.
• To comply with FCA regulations, where applicable.

• Technical Proficiency:
  You are familiar with Windows/macOS, Microsoft 365, and basic networking concepts.
• Service Desk
  
  Experience:
  
  Minimum of 2 years experience working within a service desk, providing 1st-line support.
• Continuous Learner:
  You have a proactive attitude toward staying updated with the latest IT trends and software developments.
• (Preferred): A certificate, along with experience in a similar customer facing IT support role and experience with ITSM tools (Service Now).
• Communication Specialist:
  You have the ability to translate complex technical concepts into simple, user-friendly language for non-technical colleagues.
• Problem-Solver:
  You possess a logical, methodical approach to troubleshooting and can stay calm under pressure in a busy environment.
• Customer-Centric:
  You are empathetic and patient, with a strong commitment to providing excellent customer care and building positive relationships.
• People-First Mindset:
  You enjoy helping people and take pride in turning a frustrating technical issue into a positive experience.

For over 100 years, Freemans has been at the forefront of home shopping, delivering quality products and exceptional service. We’ve accepted the challenge to transform our business into a modern, digital-first retailer.

With a rich…