There’s plenty about Topps Tiles that might surprise you. Like the scale of our Support Office in Leicester. We have Finance, Marketing, Buying, Central Operations, HR, Property, Customer Service and IT all under one roof. Tight-knit teams of talented people working together and working hard to get things done and drive results. But then, would you expect anything less from an ambitious, dynamic, market-leading, multi-million-pound retail business? After delivering our 20% market share goal of “one in five” in 2023, we have launched our new goal – Mission 365 – targeting £365 million of sales.
Purpose:
Responsible for administering the group’s IT Network systems. Providing high level 3rd line technical support and delivering of key IT projects.
Key Accountabilities
Customer / Strategy / Plan
Network
• Monitoring alerts, dashboards and reports on all networks to proactively prevent occurrence of incidents and outages to IT services
- Collaborate with Lead Network Architect with network related projects.
- Administer network devices and services (e.g., switches, routers, firewalls, access points,)
- Implement changes to network configurations following best practices.
- Manage and maintain all data centres health including specialist hardware – CCTV, UPS
- Support vulnerability remediation and security audits for network infrastructure
- Maintain accurate documentation: network diagrams, device inventory and configuration baselines
- Create and update operational procedures and knowledge articles.
- Share knowledge with the wider team; mentor Service Desk where applicable.
- Work with suppliers/ISPs to provision circuits and troubleshoot carrier issues.
- Administering changes to configuration on Firewalls including whitelisting
Implementations
• Responsible for IT implementations at all sites including Head Office, Warehouse, Stores, Showrooms
- Managing site schedules ensuring all tasks are completed in a timely manner
- Monitoring and managing stock levels to ensure availability at all times
- Visit sites to fix any implementation related incidents or action any request raised via the IT Service Desk
- Ensuring that the company standardisation is adhered to at all times.
- Work to agreed SLA’s whilst offering a high level of service.
- Produce support documentation as appropriate following company templates.
Service
- Act as a point of escalation for diagnosing and troubleshooting network and implementation tickets on the Service Desk in line with SLA’s
- Supporting Problem Management by proactively reviewing incident history to identify reoccurring incidents to improve service levels
- Adding to and updating all Knowledge Management systems to help support the Service Desk with knowledge transfer and help drive First Contact Fix rates
- Train and develop the Service Desk team on new solutions and services to help them support them to a high standard
People/Leadership
- Provide help and support to the Service Desk where required
Financial / Commercials
- Generate and implement ideas for cost savings and continuous improvement to processes / service levels
- To ensure best value is achieved with all hardware and software purchases.
Risk and process
- Find opportunities to improve repetitive processes through automation where appropriate
- To constantly seek potential improvements for all IT processes to enhance service levels
- Responsible for delivering assigned enablement projects to time and budget to achieve agreed objectives
- Ensure that all changes follow the internal change management processes
Decision Making/Freedom to Act:
- Provides on-call support outside of regular business hours, as needed.
- Due to the nature of the role, it is anticipated that some out of hours work is expected
Knowledge, Skills and Experience Required:
Technical
- Understanding of Network LAN / WAN & Wireless environments
- Understanding of networking technologies and protocols
- Knowledge of network routing and switching, including troubleshooting
- Experience building, deploying and support of enterprise class switches and wireless
Essential
- Willingness to travel as required.
- Practical understanding of Service Management
- Keen eye and attention to detail
- Proactive, self-motivated and able to use own initiative
- Ability to manage own time and prioritise multiple projects whilst working under pressure
- Ability to work independently or cross functionally, sharing ideas and resources
- Proven analytical and problem-solving skills
- Drive for self-learning and improvement
- Strong documentation skills
- Excellent prioritising, planning and organisation skills
- Proven track record of achieving results
- Experience of developing and working with SLAs and KPIs
- Outstanding communicator at all levels
- Passion for helping people to grow and develop
Desirable
- NSE 4, CCNA or Network+ qualification and experience of working within a Service Management environment
- Experience or knowledge in data networking with Fortinet infrastructure
- Ability to communicate with users and sponsors; and frame solutions around outcomes.
- Experience of working in a retail environment
What we’ll do for you
In a culture where hard work is recognised and great results are rewarded; you can look forward to a company bonus that will give you a share of our success (up to 20% of your base salary). Then there’s a generous staff discount, pension and life assurance, a holiday allowance that increases with length of service and a wide range of other benefits. Plus, flexible working, free on-site parking, generous discounts on products and services and more. A lot more. We’re committed to promoting talent from within too, which means you’ll be well-supported to build a rewarding career with an individual development plan and lots of training on offer.
Diversity, Equity and Inclusion
At Topps Group we believe that diversity isn’t just a box to tick. We are committed to creating an authentic ‘One Topps’ culture, where our colleagues feel included and supported regardless of who they are or where they are from
We actively welcome applications from individuals of all races, ethnicities, genders, sexual orientations, abilities, ages, religions, and socio-economic backgrounds. If you need any adjustments during the recruitment process, just let us know—we’re here to support you.
Join us in shaping a culture where inclusion is more than a policy—it’s a daily practice.
Think you know Topps Group? Think again.
There's plenty about Topps Group that might surprise you. Like the fact that you don't need to be a DIY or tile expert to work in one of our stores or our Leicester based Support Centre.
Or the fact that that we're Britain's largest specialist tile retailer, with more than 1,600 in-store specialists providing world class customer service to homeowners and tradespeople in over 300 stores nationwide.
