- Company Name
- Gopuff
- Job Title
- IT Operations Analyst
- Job Description
-
Job title: IT Operations Analyst
Role Summary: Provide on‑call and onsite support for Gopuff and BevMo production systems, triage incidents, troubleshoot hardware/software/network issues, and act as escalation point to engineering teams. Operates within the UK headquarters and collaborates with global US operations.
Expactations: Deliver timely, high‑quality support; manage multiple concurrent tickets; maintain accurate documentation; comply with security and disaster recovery protocols; demonstrate customer‑service orientation and proactive problem‑solving.
Key Responsibilities: • Respond to, triage, and resolve incidents impacting Gopuff & BevMo systems.
• Troubleshoot remote hardware, software, and network problems across Windows, macOS, iOS, and Android.
• Configure and troubleshoot MDM, identity, and productivity tools (Intune, JAMF, Okta, Azure AD, G‑Suite).
• Apply security standards and run disaster‑recovery runbooks.
• Create and maintain incident and knowledge‑base documentation.
• Liaise with internal departments, 3rd‑party vendors, and cross‑functional IT teams.
• Assist with complex projects as needed.
Required Skills: • Strong troubleshooting and incident‑management skills (ServiceNow, Zendesk, Freshservice).
• Knowledge of core networking (TCP/IP, VPN, SD‑WAN).
• Familiarity with cloud platforms (Azure, AWS, Meraki).
• Experience with POS systems (Square, NCR Emerald) and software engineering tools (GitHub, Postman, VS Code).
• Ability to document solutions and contribute to a knowledge base.
• Excellent oral and written communication, organizational, and analytical abilities.
• Customer‑service focus, positive professional attitude, and ability to work independently or in a team.
Required Education & Certifications: • Bachelor’s degree in a technical discipline (Computer Science, Information Technology, etc.).
• Industry certifications in evidence such as CompTIA A+, Network+, Cisco CCNA/CCNE, or equivalent.