Who we are
Online Home Retail is the home of and, serving 1000s of customers both within the plumbing trade and general public.
Our people make us who we are. We want you to enjoy and challenge yourself, build a career, and teach us what we don't know. Our plans are ambitious, and we're looking for people who want to join us for the ride – our growth will be your growth.
Role Responsibilities
As the Support Engineer, you will play a vital role in safeguarding developer productivity and ensuring smooth ticket flow. Your day-to-day responsibilities will include:
· Triage incoming tickets: categorise, prioritise, and ensure nothing falls through the cracks.
· Communicate with requesters: confirm tickets contain all the required information to reliably recreate and resolve issues.
· Handle common issues: directly process and resolve frequent tasks or problems.
· Raise change requests: suggest permanent fixes or tool improvements to make debugging faster and more effective.
· Recreate & document issues: replicate reported problems in our staging environment to provide developers with actionable detail.
· Assist development & testing teams: provide support where needed to accelerate resolution.
· Debug & interrogate code: dive into the technical side wherever possible.
· Review logs: regularly assess log levels and classifications for accuracy and usefulness.
Skills & Experience
We're looking for someone who is not only technically capable but also brings curiosity, initiative, and strong communication skills.
· Excellent communication: both written and verbal, with a knack for clarity.
· IT Support background: 2+ years, preferably beyond 1st line support.
· Problem-solving skills: analytical, resourceful, and creative.
· Organisational & administrative ability: capable of managing multiple tickets while keeping appropriate notes/documentation
· Technical knowledge: C# / MSSQL experience desirable.
· Personal traits: Analytical, inquisitive, eager to learn, approachable, and team-oriented.
Perks of the Job
* 31 days holiday (including bank holidays) bookable in hours, making it super flexible for you
* The option to buy and sell annual leave to suit your personal needs
* £200 per year Wellbeing Allowance
* Access to our online platform for e-learning resources, hundreds of retail discounts, cycle to work scheme and car scheme
* Fancy a new bathroom? We offer attractive staff discount to you and your family
* Of course, we offer all the good stuff like life assurance, pension scheme, training, and free onsite parking
* Free fruit onsite for employees, delivered weekly
Job Types: Full-time, Permanent
Pay: £30,000.00-£35,000.00 per year
Benefits:
* Casual dress
* Company pension
* Cycle to work scheme
* Flexitime
* On-site parking
Work Location: In person