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Gopuff’s engineering team is building solutions to dramatically change the way people purchase their daily goods. We provide a modern-day solution to meet customer’s immediate 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 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 position 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 will report to the IT Support Manager.
Responsibilities:
1. Provide high-level support and customer service to staff at Gopuff’s UK headquarters and support the Gopuff/BevMo platforms for UK and US operations.
2. Prioritize multiple support requests effectively in a fast-paced environment.
3. Troubleshoot and resolve remote hardware, software, and network issues.
4. Identify, triage, and escalate incidents impacting Gopuff & BevMo systems.
5. Work within Gopuff’s existing MDM, productivity, proprietary, and off-the-shelf software systems to assign and troubleshoot roles, applications, and configurations.
6. Ensure security and standards are applied across corporate assets.
7. Comply with business and disaster recovery runbooks.
8. Create and maintain accurate documentation.
9. Collaborate with internal departments to gather relevant information and assist in resolving technical problems.
10. Coordinate with third-party vendors to troubleshoot issues.
11. Assist other IT teams on more complex projects as time permits.
Qualifications:
1. Bachelor's Degree in a Technical Discipline and industry certifications such as A+, Network +, Cisco CCNE/CCNA, or equivalent are preferred.
2. Knowledge of Windows, Mac, iOS, and Android platforms.
3. Experience documenting resolutions for entry into the Knowledge Base.
4. Experience with Identity Management Concepts (G-Suite, Azure Active Directory, Okta).
5. Familiarity with Cloud Environments (Azure, AWS, Meraki).
6. Experience with Incident Management Platforms (ServiceNow, Zendesk, Freshservice).
7. Experience with POS systems (Square, NCR Emerald) is a plus.
8. Knowledge of core networking concepts (TCP/IP, SDWAN, VPN).
9. Experience with Software Project Management Platforms (JIRA, Asana).
10. Familiarity with Software Engineering Tools (Github, Postman, Visual Studio Code).
11. Exposure to Software Engineering Concepts (APIs, Function Apps).
12. Understanding of Endpoint Configuration Management Concepts (Intune, JAMF, KACE).
13. Ability to learn quickly and adapt to new concepts.
14. Attention to detail and awareness of secondary effects of changes.
15. Ability to work independently and as part of a team.
16. Good decision-making skills within defined parameters.
17. Proficiency in investigating problems outside one’s immediate knowledge area.
18. Strong organizational, analytical, and communication skills.
19. Positive and professional attitude.
20. Experience working remotely with virtual staff.
21. Customer service-oriented mindset.
At Gopuff, we understand that life can be unpredictable. Whether you forget the milk, run out of pet food, or need ice cream at 11 pm, we’re here to deliver your wants and needs in minutes.
Join us and be part of a team driving a new age of convenience and predictability in an unpredictable world.
Gopuff is an equal opportunity employer committed to an inclusive workplace. We do not discriminate based on race, sex, gender, national origin, religion, sexual orientation, gender identity, marital or familial status, age, disability, or any other characteristic protected by law. We celebrate diversity and encourage qualified individuals to apply.
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