3rd Line Support Engineer (London)

Job Type IT
Location London - Victoria
Partnership Level 7
Closing Date 30/01/2022
Vacancy Type Permanent
Salary £45,400.00 - £69,100.00
Salary Frequency Annual
Hours of Work 35


What’s the role about?

This is an exciting opportunity to work in a dynamic, varied environment where the successful candidate will play a critical role working within the John Lewis Physical Selling team. You will be working in a team supporting a range of retail services and systems including Point of Sale, EFT payments, and Partnership Gift Card, with a blend of on premises and SaaS solutions.

Day to day activities involve supporting the operational performance and development of the systems and services that function within our shops, working closely with many internal teams and third party suppliers to analyse, investigate and resolve complex incidents and problems.

This role will suit an individual with a positive, collaborative mindset and a desire to learn new skills and apply these in a variety of different environments. We work closely with shop Partners and teams across the Partnership on a daily basis.

What you will be doing as a 3rd Line Support Engineer:

 Ideal candidates will demonstrate a proactive approach to problem solving and a willingness to communicate with internal and external stakeholders to achieve a positive outcome for our shops. Successful candidates will have an analytical mind and display strong attention to detail whilst working effectively on an individual basis.

This role involves providing 3rd Line support for multiple business critical IT services, acting as SME and escalation point. Providing a mix of incident, problem and change management while also supporting project/delivery work.

As part of this role you will join the out of hours on call support rota, which is shared across the John Lewis Physical Selling team and involves being on call evenings and weekends. Typically this would involve providing cover for one week in six. This responsibility plays a critical role in ensuring stability across the technology used within our shop network. 


What you’ll already have:

  • Experience working in a 3rd line Delivery and Operations IT team. supporting business critical systems.

  • Experience in working within enterprise environments, managing central services, end point devices and working with SaaS providers.

  • Proven experience of prioritising, delivering and supporting solutions in an IT Delivery and Operations environment.

  • An ability to learn quickly to understand the technical implications of changes, incidents & problems.

  • Ability to work under pressure in a fast-paced & varied environment working closely with stakeholders and third parties.

  • Willingness to drive continuous improvements alongside maintenance work, release planning and technical upgrades and enhancements whilst ensuring compliance with quality and risk management and adherence to policies & procedures.

  • Outstanding communication skills that go beyond “tech talk” – the ability to translate complex IT matters to those without an IT background.

  • Working with project teams to manage the transition and release of new services into Operations, including early life support.

What else you could bring:

  • An understanding and practical experience of working within ITIL - Service Management Methodology.

  • Knowledge of and experience of retail hardware & services in operation within a retail environment.

  • You may have worked with and embedded agile ways of working including Scrum & Kanban.

  • Understanding of retail IT Processes.

We use these technologies. Any experience of these is useful but is not a requirement for applicants:

- Windows
- Vision Beanstore

- Zonal Aztec

- Active Directory

- Splunk

- Powershell


- MS SQL Server

- Oracle DB

- MQ


- Mainframe

- Websphere

Additional Information:

We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

The application form consists of a CV upload, an online test followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time. 

We have a number of different ways to work flexibly so at your interview feel free to talk about what flexibility means to you. There are no guarantees, however, it may open the door to not only a new role but a new way of working.

Internal use only:

We positively celebrate Diversity & Inclusion in the John Lewis Partnership. Our aim is to become the UK’s most inclusive business - for our Partners and for our customers, reflecting and connecting with the diverse communities that we serve. We want people from all walks of life to feel valued for their individuality, thrive in our business and share a sense of belonging. To find out more about D&I in the John Lewis Partnership visit this site - https://www.jlpjobs.com/about/diversityandinclusion/ We have a number of different ways to work flexibly so, at your interview, feel free to talk about what flexibility means to you. There are no guarantees, however, it may open the door to not only a new role but a new way of working.

Attachment: Product Engineer PL7 - FINAL.pdf 


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