IT Support Technician

TheOpticalStore.co.uk is a growing UK online retailer of contact lenses, eye care products and designer eyewear. We’re looking for a proactive IT Support Technician to help keep our website and connected systems running smoothly as we grow.

This is a hands-on role for someone who enjoys troubleshooting, improving systems and spotting potential problems before they affect customers. Your work will directly support the customer experience, online sales and day-to-day operations.

What you’ll be doing

• Monitor our WordPress/WooCommerce website, identifying and investigating performance issues, errors and downtime.

• Regularly test key customer journeys, including product selection, checkout and payment, across desktop and mobile.

• Troubleshoot issues affecting orders, stock availability and fulfilment, helping keep our website and operational systems in sync.

• Resolve issues within your expertise and work with external developers and service providers on more complex fixes, checking that changes work as intended.

• Use sales data, analytics and reporting tools to spot unusual activity and investigate potential technical problems.

• Provide practical technical support to colleagues and help resolve website-related customer queries.

• Suggest improvements and suitable automation tools to reduce manual work and improve reliability., You’ll work closely with a small team, see the direct impact of your work and have the opportunity to shape how we support and improve our e-commerce systems as the business grows.

• Hands-on experience supporting WordPress/WooCommerce or a similar e-commerce platform.

• Strong troubleshooting skills and a methodical approach to finding the cause of problems.

• Confidence using sales and analytics data to identify issues.

• Clear communication skills, including the ability to explain technical problems to colleagues without a technical background.

• Good organisation and the ability to prioritise issues based on their impact on customers and the business.

• A proactive mindset, with the initiative to investigate problems and follow them through to resolution.

• Able to travel to our NW11 office Monday-Friday