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
