Ecommerce Technical Support Analyst

Job Description

As the initial point of contact for technical support, the Technical Support Analyst plays a crucial role in maintaining system stability. Responsibilities are centered on the proactive monitoring of our technology estate, where the analyst will identify and triage emerging incidents. Following initial diagnostics and troubleshooting, they are accountable for the timely escalation of complex issues to the 2nd line team. This position demands meticulous attention to detail in managing alerts, conducting system checks, and upholding clear communication standards.

Responsibilities:

• Monitor system health and performance using dashboards (Dynatrace, NMON and Power BI Reports).
• Stay informed and share information about daily planned changes and live deployments with the team.
• Monitor team communication channels (chats, email) for reported issues.
• Review daily performance reports and escalate concerns.
• Perform system health checks to ensure our websites are performant.
• Monitor support and alert email inboxes.
• Review errors reported in Dynatrace exception reports.
• Proactively identify potential issues using available tools eg Dynatrace.
• Monitor and handle specific alerts using agreed processes.
• Triage incoming incidents, service requests and tasks within ServiceNow
• Perform initial investigation to gather required information for the investigating team and assign tickets to the correct resolver groups.
• Set a suitable priority on incident tickets before escalating to the 2nd and 3rd line support teams.
• Maintain good incident record hygiene in ServiceNow (detailed work notes, correct priority/status/assignment, caller updates).
• Audit SCOM alert tickets and action appropriate escalation process.
• Perform evening handover to relevant teams/shifts.
• Confirm callout rota availability with relevant personnel as well as applying amendments.
• Escalate issues clearly and concisely to 2nd/3rd line support or management when needed using relevant templates.
• Ensure Monitoring TV Screens are active for team use.
• Initiate requests for performance health checks and collate responses.
• Document repeatable processes ensuring they are shared and understood with the wider team.
• Support live stream activities during key sale events.
• Review errors and performance metrics to proactively potential issues.

Requirements:

• Monitoring Tools: Familiarity and proficiency with Dynatrace or similar monitoring tools is beneficial.
• Incident Management Systems: Experience using IT Service Management tools (e.g., ServiceNow).
• Operating Systems: Basic understanding of server environments
• Web Technologies: Basic understanding of website architecture (key components, dependencies).
• Familiarity with browser developer tools.
• Databases: Basic SQL knowledge to assist with data checks and investigations (create queries, understand structures/stored procedures/use of primary keys etc).
• Automation: Basic understanding of powershell or similar automation tools.
• Communication: Good written and verbal communication skills for clear updates and escalations.
• Ability to engage with multiple teams to help investigate and identify issues.
• Critical Thinking: Ability to start thinking beyond the immediate alert, consider potential impacts, and assess suitable options.
• Incident Management: Strong understanding of incident logging and management processes.
• Detail-oriented mindset ensures tickets contain suitable and detailed information.
• Independence: Eagerness to learn and comfortable asking questions, escalating appropriately when unsure.

Preferred:

• Experience working in a large or multinational organization.
• Experience with ServiceNow or other enterprise IT service management tools
• Familiarity with observability tools such as Dynatrace
• Experience in an ecommerce technical environment.

Interested candidates can apply online or email your CV to [email protected]