IT Support Technician

We are looking for a friendly, organised and hands-on IT Support Technician to join our IT team at Fabadousa Group. This is a varied role providing first-line IT support to colleagues across Camp Beaumont and the wider group, helping to ensure that our everyday technology, equipment and business systems run reliably and that any disruption to operations is kept to a minimum.

You will be the first point of contact for IT queries, supporting colleagues with everything from laptop, printer and software issues to tills, EPOS systems and connectivity problems. You will take ownership of support requests, resolving issues where possible and liaising with external IT providers and specialist suppliers when additional support is needed.

Based at our offices at Marsh Farm in South Woodham Ferrers, the role will also involve travelling to our camps and other operational locations to provide on-site support, particularly during busy school holiday periods and seasonal mobilisation. You will work closely with our Operations, Customer Experience, Finance, Recruitment and site-based teams, as well as supporting the introduction of new acquisitions into the group and helping to integrate systems and improve efficiencies. This is a great opportunity for someone who enjoys problem-solving, working with different teams and making a practical difference to the day-to-day running of a growing business.

Key Responsibilities

• Act as the first point of contact for colleagues experiencing IT issues, providing friendly and responsive support by phone, email, remotely or in person.
• Diagnose and resolve routine laptop, desktop, tablet, printer, peripheral and application problems.
• Troubleshoot tills and EPOS devices, including basic hardware, connectivity and printing issues.
• Liaise with EPOS suppliers and external IT providers when specialist support is required.
• Record, prioritise and track IT support requests, keeping colleagues updated on progress and following issues through to resolution.
• Prepare, configure and deploy computers, laptops, tablets, printers and other IT equipment for office and operational use.
• Maintain an accurate IT asset register, keeping track of equipment allocations, returns, repairs, replacements and disposal.
• Provide practical on-site assistance and remote support to Camp Beaumont sites and other operational locations.
• Support seasonal mobilisation by ensuring sites have the necessary IT equipment and technology in place ahead of operational periods.
• Carry out routine equipment checks and ensure appropriate spare equipment and consumables are available.
• Coordinate equipment repairs and replacements where required.
• Support colleagues with Microsoft 365, including Outlook, Teams, shared files and general account access.
• Assist with routine password resets and permissions requests, following authorised company procedures.
• Provide first-line support for booking platforms, CRM systems and other business applications, escalating system-specific faults to the relevant suppliers.
• Assist with software installations, updates and standard configurations.
• Provide guidance to colleagues on using company systems and applications.
• Support new starters, internal role changes and leavers by arranging the setup or removal of devices and system access following approved requests.
• Investigate basic Wi-Fi, internet, network and peripheral connectivity issues, escalating more complex infrastructure faults where necessary.
• Follow company information security, data protection and access-control procedures.
• Ensure multi-factor authentication (MFA) and secure access procedures are followed.
• Handle company, employee and customer information securely and responsibly.
• Report any suspected cyber incidents, lost devices, phishing attempts or potential data breaches promptly through the agreed escalation process.
• Assist with routine device updates, antivirus checks and general IT security practices under the direction of the responsible IT lead or external provider.
• Liaise with external IT, telecoms, EPOS and software suppliers to coordinate specialist support and resolve technical issues.
• Monitor outstanding supplier requests and follow up to ensure issues are progressed and resolved.
• Maintain simple troubleshooting guides, device setup instructions and frequently asked questions to help colleagues resolve common issues.
• Identify recurring technical problems and recommend practical improvements to reduce disruption and support costs.
• Assist with technology rollouts, equipment refreshes and operational readiness ahead of school holiday periods and events.
• Support the introduction of new acquisitions into Fabadousa Group, helping to align systems, integrate technology and identify opportunities to improve efficiencies across the group.
• Explain technical issues clearly to colleagues with varying levels of IT knowledge and confidence.
• Provide patient, approachable and customer-focused support to colleagues across all departments.
• Work constructively with central teams, site managers and external providers to restore services as quickly as possible.
• Manage competing priorities and communicate clearly when issues need to be escalated.
• Handle confidential company, employee and customer information with discretion and in accordance with company policies.
• Be flexible to support occasional events and operational requirements outside normal working hours, including evenings and weekends, with time off in lieu provided.

We are looking for someone who is practical, approachable and enjoys finding solutions. You will be confident working independently, managing different requests and communicating with colleagues across a variety of departments.

Ideally, you will have:

• Previous experience in a first-line IT support, helpdesk or hands-on technical support role (desirable).
• Confidence troubleshooting Windows computers, laptops, tablets, printers, peripherals and common office applications.
• Working knowledge of Microsoft 365 and basic user account administration.
• The ability to diagnose basic Wi-Fi, network and connectivity problems.
• Experience with tills, EPOS or retail and leisure operational systems (desirable).
• Good organisational skills, attention to detail and the ability to manage multiple support requests and priorities.
• Clear written and verbal communication skills, with a patient and service-focused approach.
• An understanding of basic cybersecurity, data protection and secure access practices.
• An IT-related qualification or certification, such as CompTIA A+ or Microsoft Fundamentals (desirable).
• A full UK driving licence and the ability to travel to operational sites (essential).

What We Are Looking For

• Problem-Solver: Approaches technical issues logically and enjoys finding practical solutions.
• Customer-Focused: Friendly, approachable and patient, with a genuine interest in helping colleagues.
• Reliable & Accountable: Takes ownership of tasks, follows issues through to resolution and communicates clearly when escalation is needed.
• Adaptable: Responds calmly to changing priorities, particularly during busy camp and event periods.
• Collaborative: Works effectively with colleagues across different departments and external suppliers.
• Security-Conscious: Understands the importance of protecting company information, systems and access.

Additional Information

Location: Marsh Farm Animal Adventure Park, Marsh Farm Road, South Woodham Ferrers, Chelmsford, Essex, CM3 5WP.

Salary: £30,000 per annum.

Hours: 37.5 hours per week. The role is primarily office-based, with travel to Camp Beaumont sites and other operational locations as required. Some flexibility will be required to support occasional events and operational needs outside the normal working week, including evenings and weekends. Time off in lieu will be provided. A full UK driving licence is essential for this position.

If you're passionate about IT, enjoy problem-solving and are looking for a varied role where you can make a real difference, we'd love to hear from you!