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 and internationally (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 is often the first internal point of contact for Seasalt employees raising technology related issues or requests, with first line support provided by an external partner. The Support Technician is responsible for resolving incidents and service requests across the business, including stores, the warehouse, and head office. Working within defined Service Level Agreements (SLAs), they ensure the business receives a consistent and reliable level of service, capturing all relevant details and actions taken within the IT Service Management (ITSM) tool. The role also contributes to root cause analysis for known problems and major incidents, and actively participates in team discussions focused on improving processes and 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 in Cornwall.

This role will be internally referred to as ‘Support Technician’.

You’ll help us by: Responding to queries, ensuring all interactions are logged in the ITSM (IT Service Management) tool.

Troubleshooting and resolving tickets within agreed Service Level Agreements (SLAs).

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

Supporting and mentoring Junior Support Technicians, Apprentices, and Technical Support Coordinator.

Assisting with root cause investigations for known problems and incidents, as well as contributing to the implementation of approved changes.

Liaising with 3rd party suppliers to log issues, track progress, and ensure timely follow-up.

Supporting colleagues with software releases and ensuring systems, interfaces, and batch routines operate 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 Technology Operations team.

Identifying potential improvement opportunities for tasks and processes within the Technology Operations area.

Contributing towards Standard Operating Procedures (SOPs), Works Instructions (WIs) and Knowledgebase articles.

Proven experience in a technical support role.

Experience maintaining clear, comprehensive ticket documentation.

Ability to communicate professionally with internal teams and external suppliers

Strong knowledge of Microsoft operating systems (Windows 10/11). Experience of supporting other operating systems - such as Mac OS, is desirable.

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

Familiarity with cloud-based technologies - such as Azure Active Directory (Entra), Exchange Online.

Working knowledge of Microsoft 365 administration.

Ability to remain calm and focused under pressure.

Strong problem-solving and multitasking abilities.

Demonstrating initiative, ownership, and accountability.

Excellent organisational, planning and time management skills.

Clear, confident communication skills.

Motivated, proactive, and driven to deliver high-quality support.

Confident relaying information to non-technical colleagues, in a way that they can understand.

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: £29,000 - £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