Technical Support Specialist

About RELEX

RELEX Solutions is a leading provider of cutting-edge retail optimization software. We offer our customers radically improved demand forecasting and supply chain optimization, which then can be leveraged into exponential benefits — optimizing store space, allocation, workforce, pricing and promotion strategies, all within our unified platform. This position will focus primarily on our Space & Assortment side of the business which allows customers to create planograms for use in store, as well as optimizing those planograms as part of our unified platform.

RELEX is trusted by leading brands including Morrisons, One Stop, Coop Denmark and Waitrose as well as many more global retailers.

About the Role

We are now looking for a full-time Technical Support Specialist for the Space & Assortment department to join RELEX in the UK Stoke office. You will join a Support team of 10 people worldwide, who will help you succeed in your new role. Together the team will manage RELEX’s extraordinary growth within the Space & Assortment industry. You will help the team achieve this goal by supporting our global customers and ensuring we solve their time-sensitive issues in the most efficient way.

What you’ll be doing: 

This role’s main focus is supporting our customers via the tickets they raise in our service desk – we have a very diverse range of issues that use lots of different technologies so our workdays will have many unique and interesting cases. A successful candidate will be accustomed to multi-tasking and working towards specific time-sensitive resolutions, learning how our applications work is very important and will be the focus of the candidate when they begin the role. Interacting with customers and other RELEX departments via online meetings, phone calls and emails is a daily occurrence so strong communication skills are necessary.

• Taking ownership of your assigned tickets to achieve progression towards resolution.
• Initial structured learning, buddy shadowing and then independent upskilling on new technologies and application features
• Working on automated alerts/monitoring for hosted customer environments
• Problem solving technical tickets which vary in priority and skill
• Documenting known issues and adding them to our vast knowledge base

What you’ll bring to the table: 

• Fluent written and verbal English
• Minimum 2 years of Application or Internal IT Support experience or Application Support experience
• Experience of ticket administration via service desks – JIRA is preferred, ServiceNow, Fresh Desk, Sales Force considered (among others)
• SQL Query Writing for reporting, data manipulation and investigation
• Advanced Windows Server Operating System understanding – Domain Controllers, Active Directory, DNS, Server Manager etc.
• Understanding of ITIL best practices for customer support
• Basic understanding of networking principals
• Software troubleshooting and problem-solving skills

What we consider as an advantage: 

• Relevant BSc degree in Business Information’s Systems, Computer Science
• AWS Experience – Mainly interacting with S3, EC2 instances
• Exposure to database technologies such as MSSQL and MySql
• Azure Experience – understanding hosted virtual machines and the basics of an Azure-hosted systems.
• Citrix Experience – Comfortable with Citrix Workspace and its underlying architecture.
• Powershell – ability to create simple scripts to query data, modify files etc.
• Power BI – any experience using Power BI.
• Supporting software-as-a-service (SaaS) solutions

What we offer you in return:

• Legal & General Pension Scheme (optional)
• 25 day’s annual holiday
• Summer and Christmas company parties
• A fun, ambitious, and committed team of smart people to work with
• A respectful and professional, yet easy-going atmosphere where individual thinking is encouraged.
• Responsibilities in challenging projects from day one