IT Technical Support Specialist

2 days ago


PointeClaire, Canada Ocado Group Full time

**Who We Are**

Our unique, proprietary and industry-leading technology is set to transform the shopping experience of consumers around the world. We have partnered with the Kroger Family of Companies in the US to help redefine the grocery customer experience through the adoption of the centralized, automated model of online retailing provided by the Ocado Smart Platform.

Come join us as we build our North American team, bringing world-class innovation and technologies to one of the most exciting global markets for e-commerce.

**What You Will Do**:
The Desktop Support Specialist will provide technical support for the user base and warehouses, primarily on site, but as part of a shift rotation model.

As our Desktop Support Specialist, your day-to-day responsibilities could include:

- Monitoring business systems operations
- Working within a team of on site systems support specialists during your shift, to

ensure effective coverage of services by the team.
- Resolution, escalation and management of logged incidents
- Working within the health & safety policies laid out by the company
- Point of contact for client operational teams and a conduit into Engineering Ops and

technology
- Identifying and raising system faults in appropriate systems
- Ensuring the timely pickup and response to incidents from assigned teams
- Managing system faults towards a timely resolution
- Analyze the performance of key on site assets
- Technical point of contact for onsite and off site teams
- Managing the ticketing progress for Technical support services
- Prioritizing bot recoveries and arranging recovery windows
- Investigate failed tasks and inaccessible stock and customer totes
- Communicating with relevant parties to ensure visibility and a fast resolution
- Resolving technical issues as part of the OSS team
- Highlighting and resolving pick support issues



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