Second Line Support Technician

Our first shop opened in 1981 in Penzance, selling durable clothing to artists and mariners. Today, we're a modern, data-enabled omnichannel retailer with a growing international presence. We blend heritage with innovation, designing timeliness clothing made from responsibility sourced fabrics, and using technology to improve how we operate, grow and serve customers.

As we scale in the UK, North America and Europe (primarily through third-party partnerships), we're investing in data, systems and digital capability to support our people and our growth. It's an exciting time to join us!

The Service Desk team are often the first internal point of contact for Seasalt employees who raise technology related issues or requests (first-line support is provided by an external partner). The Support Technician will be responsible for resolving incidents and service requests across the business, covering stores, warehouse and head office. Working within specified SLA's, the Support Technician will ensure the business receives an accepted and consistent level of service while ensuring all relevant details are captured in tickets, along with action taken to resolve incidents and fulfil requests. They'll also assist with root cause analysis for known problems/major issues, and will participate in team discussions around improving ways of working.

Please note this is a full-time, permanent, hybrid role, with around 50% of time spent working from Head Office locations in Redruth and Falmouth and the remainder remotely.

This role will be internally referred to as 'Support Technician'.

You'll help us by: Responding to queries via phone, email, and Teams, logging everything in our ITSM (IT Service Management) tool.

Troubleshooting and resolving Service Desk tickets within agreed service level agreements (SLAs).

Investigating and resolving issues effectively, ensuring that requesters feel heard and confident in the resolution of their query.

Communicating effectively with the Service Desk team, Technology Operations team, and wider business.

Helping to guide and assist our Junior Support Technicians, Apprentice, and Technical Support Coordinator.

Assisting with root cause investigations for known problems and incidents, and implementation of approved changes.

Communicating with 3rd parties to log issues, and work with them to ensure tickets are followed-up within an appropriate timeframe.

Supporting colleagues with software releases and ensuring systems, interfaces, and batch routines run smoothly.

Preparing hardware, performing maintenance and troubleshooting where required.

Participating in daily stand-ups, weekly team meetings, and regular reviews of overdue tickets with the Service Desk team

Championing service improvement initiatives by identifying lessons learned opportunities.

Contributing towards standard operating procedures (SOPs), Works Instructions (WIs) and Knowledgebase articles.

Do you have experience in Windows?, Proven experience in a Technical Support role, with a solid track record in delivering technical support services and resolving issues.

Industry related qualifications (such as MCP/MCSA/MCSE/CompTIA), role-based Microsoft qualifications, or equivalent experience.

Experience maintaining comprehensive documentation of steps taken in tickets.

The ability to work closely with internal teams and external suppliers, communicating by phone, e-mail and face-to-face in a professional manner.

Experience in supporting various Microsoft operating systems (Windows 10 and Windows 11) and Microsoft Office applications.

Experience using Active Directory and good working knowledge of DHCP and DNS.

Experience of using cloud-based technologies - such as Azure Active Directory, Exchange Online.

Knowledge of Microsoft 365 administration.

Ability to remain calm under pressure.

Problem solving and multitasking skills.

A constant learner, familiar with current technology.

Demonstrate the ability to take responsibility and initiative.

Strong organisational, planning and time management skills.

Excellent communication skills.

Motivated, driven and proactive.

Experience of working in a customer-facing role.

Experience of working in a fast-paced deadline driven environment.

Works well in a team.

Good time management skills.

Pulled from the full job description

• Annual leave
• Employee discount
• Employee assistance programme
• Company pension
• Paid volunteer time
• Discounted gym membership, The success of Seasalt is down to the skill and hard work of our team. We don't just want to attract the best and brightest people to come and work with us, we want you to stay and grow with us.

As well as doing everything we can to support your development professionally, we believe encouraging personal growth is just as important. So you can fulfil your passion and purpose, not just at work but in life, we offer a range of benefits that are designed to enhance your career and wellbeing:

Salary: up to £31,000 per year depending on experience (Band 2)

34 days paid annual leave (including bank holidays), increasing with length of service

Attractive 50% employee discount

Flexible benefits allowance to personalise your benefits package

Private Medical Scheme including 24/7 virtual GP

Free access to our Employee Assistance Programme through Retail Trust with 24/7 support

Pension plan with generous 7% employer contributions

Life assurance programme

Enhanced family leave policies

Flexible working opportunities with our hybrid working approach

Learning and Development opportunities

Do Good Things with our two days per year paid volunteering opportunities

Employee networks to develop and provide support to our people, including the Inclusion Network

100s of savings on top retailers and gym memberships through our discount hub