Gopuff

IT Operations Analyst

United Kingdom

Hybrid

Full Time

#Technology

#Windows

#Mac

#iOS

#Android

#Identity Management

#Cloud Environments

#Incident Management

#Networking Concepts

#Software Project Management

Gopuff is looking for a IT Operations Analyst

Full Time Senior Hybrid United Kingdom Technology Windows Mac iOS Android Identity Management Cloud Environments Incident Management Networking Concepts Software Project Management English Hybrid work

Gopuff’s engineering team is building solutions to dramatically change the way people purchase their daily goods. We provide the modern-day solution to meet customer’s immediate everyday needs with products ranging from snacks and ice cream to household goods and beer, at the click of a button.

The IT Operations Support Analyst will be a part of a team responsible for the timely triage, resolution, and escalation of production issues with core Gopuff and BevMo engineering and retail services. Additionally, this role will support Gopuff’s UK headquarters.

This role interacts directly with employees at all Gopuff and BevMo locations as well as our corporate staff and acts as the point of escalation to the engineering team. The IT Operations Support Analyst position will report to the IT Support Manager.

Responsibilities

Provide a high level of support and customer service to staff for gopuff’s UK headquarters as well as support the gopuff/Bevmo platforms for UK and US operations

Effectively prioritize multiple support requests in a fast-paced environment

Troubleshoot and resolve remote hardware, software, and network issues

Identify, triage, and escalate incidents impacting Gopuff & BevMo systems

Work within Gopuff’s existing MDM, productivity, proprietary, and off-the-shelf software systems to assign and troubleshoot roles, applications, and configurations

Ensure that security and other standards are applied across corporate assets

Comply with business and disaster recovery runbooks

Create and maintain accurate documentation

Work with various internal departments to collect relevant information and/or assist in the resolution of technical problems

Work with 3rd party vendors to troubleshoot issues

Assist other IT teams, as time permits, on more complex projects

Qualifications

Ideal candidates would have a Bachelor's Degree in Technical Discipline and industry certifications such as A+, Network +, Cisco CCNE/CCNA, or equivalent.

Knowledge of Windows, Mac, iOS, and Android

Experience documenting resolutions for entry to the Knowledge Base

Experience with Identity Management Concepts (G Suite, Azure Active Directory, Okta)

Familiarity with Cloud Environments (Azure, AWS, Meraki)

Experience with Incident Management Platforms (ServiceNow, Zendesk, Freshservice)

Experience with POS systems (Square, NCR Emerald) is a plus

Knowledge of core networking concepts (TCP/IP, SDWAN, VPN)

Experience with Software Project Management Platforms (JIRA, Asana)

Familiarity with Software Engineering Tools (Github, Postman, Visual Studio Code)

Exposure to Software Engineering Concepts (APIs, Function Apps)

Understanding of Endpoint Configuration Management Concepts (Intune, JAMF, KACE)

Ability to learn and pick up concepts quickly

Detailed-oriented, aware of secondary effects resulting from changes

Experience working both independently or as part of a project group

Confidence in making wise decisions on your own within generally defined parameters

Adeptness in investigating problems outside your own knowledge area

Strong organizational and analytical skills; oral and written communication skills

Must possess a positive and professional attitude

Experience working with virtual/remote staff members

Customer service-oriented focus

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