Operational Systems Support

About us

We are Ocado Group, and we're bringing world-class automation to online grocery. Our Ocado Smart Platform (OSP) combines cutting-edge robotics, AI, and IoT within our advanced CFCs (Customer Fulfilment Centres). We've mastered the single pick, transforming online delivery for our global partners. Join us and be part of a team pushing the boundaries of retail technology

About the role

This is an entry point into a career in IT technical support at our Dordon site. You'll be one of an 8-person site team providing hands-on IT support, everything from laptops and mobile devices to printers, networking, and meeting room technology.

The team covers the site 24/7 on a 12-hour shift pattern, working a 4-on/4-off rota across days and nights, including weekends and bank holidays. You'll typically work in a team of two, with occasional solo working. Therefore you must be 18 years old or over to be suitable for these working hours. The role is site-based so you must have the right to work in the UK.

We provide structured training and a clear path to progress into more advanced support and specialist roles as you build experience.

What you'll be doing

We work in a fast-moving and innovative industry where technology changes often; therefore the tasks include, but are not limited to:

• Providing first-line support for IT hardware such as desktops, laptops, printers, and mobile devices (Android & iOS) — diagnosing faults, swapping components like RAM, storage or peripherals, and coordinating repairs with third-party vendors where needed.
• Supporting and maintaining a wide range of warehouse IT equipment and systems, such as touchscreens, scanners, thin clients (IGEL) and Citrix.
• Setting up, provisioning, and troubleshooting company devices and endpoints, using device management tools such as Microsoft Intune, Jamf and SOTI to help keep them secure, compliant, and up to date.
• Carrying out routine user administration in Active Directory and Microsoft Entra ID (Azure AD) — password resets, account unlocks, and simple account amendments.
• Installation and configuration of software.
• Assisting with basic structured cabling and network troubleshooting — patching, tracing cables, and identifying simple connectivity issues — escalating more complex network work to our central networking team.
• Maintaining and troubleshooting meeting room and AV equipment (screens, cameras, microphones, conferencing kit).
• Acting as the first point of contact for people raising IT incidents and service requests — face-to-face, by phone, or through digital channels — understanding their issue, prioritising it appropriately, and helping find a solution, or a suitable alternative, when the ideal fix isn't available.
• Logging, tracking, and progressing these requests through IT service management and Service Desk tools, keeping records accurate and escalating to the right team when needed.
• Escalating issues to specialist remote teams when they're outside your scope.
• Following site health & safety, security, and data protection procedures at all times, including safe manual handling, ladder use, Personal Protective Equipment (PPE) and information security.

Your working environment

This role is based entirely on site and involves regular physical activity as part of the day-to-day job, including:

• Occasionally lifting heavier items (such as large printers)
• Working in tight spaces, such as under conveyor systems, inside network cabinets and under desks
• Working at height, including using ladders and Mechanical Handling Equipment (MHE)
• Working in ambient, chilled, and freezer conditions (freezer clothing provided)
• Working in areas with poor lighting or reduced visibility
• Working both indoors and outdoors, potentially in poor weather, on tasks such as CCTV, cabling, access points, and vehicle barriers
• Working in noisy areas and around moving, powered vehicles
• Reacting quickly to incidents and working under pressure in time-critical situations

These are fixed features of how the role and site currently operate, and most can't be changed. If a disability or health condition might affect any of the above, get in touch — we're happy to talk through what's possible.

About you

We're looking for someone with a genuine, hands-on interest in technology and a practical mindset.

• Some practical exposure to IT hardware, computers, or mobile devices — whether through a course, hobby, or previous job.
• A practical problem-solver who's happy getting stuck in, physically as well as technically.
• Comfortable using a computer confidently for everyday tasks like logging tickets, following process documentation, and email.
• A clear, confident communicator — comfortable providing good customer service face-to-face, by phone, and through digital channels, and able to explain technical issues simply to non-technical colleagues.
• Able to work independently with minimal supervision, and equally comfortable working alongside other teammates on shift.
• Reliable and safety-conscious, comfortable following structured processes and health & safety procedures.
• Comfortable with shift work and the physical environment described above.

Great to have (not essential)

• A relevant qualification (e.g. BTEC/Level 2-3 IT, CompTIA A+, an IT apprenticeship) — proven hands-on aptitude will be considered just as strongly.
• Previous experience in a warehouse, logistics, retail, or other physically active and time-precious environment.
• A full UK driving licence, useful given the shift pattern and occasional travel to other sites.
• Willingness to occasionally travel to support other UK sites, and – rarely – sites outside the UK.

What we offer you

• Pension scheme, including employer contribution matching up to 7%
• Sharesave and Buy as You Earn share schemes
• Private Medical Insurance from your first month, with the option to extend cover to your family via salary sacrifice
• Income Protection (up to 50% of salary for 3 years) and Life Assurance (3x annual salary)
• Wellbeing support through dedicated apps and an Employee Assistance Programme
• 25 days annual leave, rising to 27 days after 5 years' service (plus optional holiday purchase)
• 22 weeks paid maternity/primary parent leave and 6 weeks paid paternity leave (once service requirements are met)
• Dedicated budget for your learning and development
• Cycle to Work Scheme
• Access to an on-site staff shop, offering discounts on products up to 70%
• On-site restaurant offering hot food at subsidised prices
• 15% discount on Ocado.com, with free delivery from your first month
• Access to discounts across a wide range of high street and online retailers
• Free access to Twycross Zoo via our dedicated corporate passes