Description While you’ll have heard our name, there’s a lot you probably don’t know about Next. Like how we create most of our systems ourselves – whether it’s a website, mobile app or application. What’s more, we’re growing. Fast. And it’s the kind of growth and investment that is exciting for everyone in our business. Our eCommerce websites and apps have grown steadily over the past 10 years to become one of the largest online retail platforms in the UK. We currently sell to 70 international markets, offering our 6 million active customers a personalised shopping experience and the ability to purchase from a wide range of products using multiple delivery methods and payment types. eCommerce is the biggest department at Next and is based across multiple sites and countries, working across development, testing, support, architecture and more to keep ourselves ahead of the pack. About the role We are seeking a talented and passionate Technical Support Analyst to join our team in the eCommerce (Support) Technology department. This is a first-line support position which will require Mon-Fri 9am-5pm working which works on a 3 week rolling rota for responsibilities and office support. For example, Week 1 you’ll work on-site all week and Week 2 & 3 you’ll work hybridly. You will provide support through proactive monitoring, ticket resolution, investigations, escalations to relevant teams and BAU technical first line support. You’ll also triage, diagnose and resolve incidents received via our incident management application and other alerting solutions. About you We’re looking for you to have the following ( non-exhaustive list ): First line technical support experience Well-balanced analytical skills, able to confidently present technical information in a structured and logical manner Experience using an ITSM tool e.g. ServiceNow Use of performance monitoring tools e.g. Dynatrace and Synthetic Monitoring solutions You’ll be doing all this from our Leicestershire Head Office. A fast-paced, encouraging and supportive environment in which everyone brings an energy and a commitment to delivering for our customers and their own careers. Bring your energy. Play to your strengths. Make things bigger and better than before. Let’s Take It On. So if you’ve got experience in working in a similar role with knowledge of first-line support practices and systems, can demonstrate a logical thought process and are quick to learn then this is the place for you – and your career.