Support Technician
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Seasalt is a modern Cornish company with an ambitious vision. As a successful omnichannel retailer spanning our website, over 70 shops and 400 wholesale stockists, we're always challenging ourselves to think creatively and innovate.
We are undergoing an exciting digital transformation, with implementation of cutting-edge technology and strong growth in our online sales channels. Due to this, we are looking for several Support Technicians to join Seasalt, on a mixture of permanent and fixed term contracts. As part of our Technology function, based on the beautiful Cornish coast, this role offers the opportunity to develop your IT career and expertise in a fast-paced environment.
As a Support Technician, you will support Seasalt staff on our service desk with IT issues broadly including desktop support, application support, POS support and server-side support, within specified SLA's. You'll also work with 3rd party service providers to provide high quality support, and to act as a point of contact for the escalation and resolution of issues.
Please note these roles are primarily based in one of our head office locations (Falmouth or Redruth) with occasional remote working.
You'll help us by:
Answering calls and emails from Seasalt Staff regarding technical issues and logging them onto our Service Desk.
Communicating with 3rdparties to log issues and work with them to ensure tickets are followed up and responded to within an appropriate timeframe.
Troubleshooting and resolving Service Desk tickets within specified SLA's.
Supporting users with planned software releases and updates.
Participating in root cause investigations for known problems and incidents.
Contributing towards standard operating procedures and knowledgebase articles.
Assisting in supporting interfaces between various business systems.
Monitoring batch routines and interfaces.
Assisting in Service Improvement Initiatives.
Helping to guide and assist Junior Support Technicians where required.
Please note, as a member of the systems support team you will be required to provide on-call support one weekend in four (compensated with an on-call allowance).
The skills you'll be sharing with the team:
With previous experience in a similar role supporting various Microsoft operating systems and applications, you'll have an understanding of Active Directory, DHCP and DNS. This will be backed up by industry related qualifications, such as MCP/ MCSA/ MCSE or equivalent.
A solid problem solver, able to multi-task and remain calm in a crisis, you'll also have experience of working in a fast-paced deadline driven environment. This role also calls for a good communicator and team worker who is organised and driven, able to both deliver to deadlines and take initiative. Previous experience in retail or ecommerce would be an advantage.
Why we hope you'll love working with us:
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.
From the moment your Seasalt journey begins, it's our pledge to support you by providing dedicated learning and development opportunities that will enhance your day-to-day working life and help you build your skills and knowledge.
As well as doing everything we can to boost 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 of £25,000
33 days holiday (including bank holidays)
Long service enhanced holiday allowance
Generous 50% staff discount on all full priced items
Employer Contributory Pension
Exclusive discounts and offers through Seasalt Lifestyle
Life assurance programme
Learning and Development opportunities
Remote medical support partnerships
Discounted gym memberships
Paid volunteering opportunities
At Seasalt we believe in creating a positive environment where our differences are respected and each of us feels valued for our contribution. Treating people fairly is part of our values and at the core of our culture. As an inclusive employer, all qualified candidates will be considered regardless of race, ethnicity, religion or belief, age, socioeconomic background, gender identity or expression, sexual orientation, pregnancy and maternity and caring responsibilities, marital status, nationality and disability including invisible disabilities and neurodiversity.
As part of our application process, you will be prompted to provide details of any reasonable adjustments to our recruitment process that you need.
