Second Line Support Technician in Redruth

About Seasalt

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 timely clothing made from responsibly sourced fabrics, and using technology to improve how we operate, grow and serve customers.

Role Overview

The Service Desk team are often the first internal point of contact for Seasalt employees who raise technology related issues or requests. 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.

Employment Details

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.

Responsibilities

• Respond to queries via phone, email, and Teams, logging everything in our ITSM tool.
• Troubleshoot and resolve Service Desk tickets within agreed service level agreements (SLAs).
• Investigate and resolve issues effectively, ensuring that requesters feel heard and confident in the resolution of their query.
• Communicate effectively with the Service Desk team, Technology Operations team, and wider business.
• Help guide and assist our Junior Support Technicians, Apprentice, and Technical Support Coordinator.
• Assist with root cause investigations for known problems and incidents, and implementation of approved changes.
• Communicate with 3rd parties to log issues, and work with them to ensure tickets are followed-up within an appropriate timeframe.
• Support colleagues with software releases and ensuring systems, interfaces, and batch routines run smoothly.
• Prepare hardware, perform maintenance and troubleshooting where required.
• Participate in daily stand‑ups, weekly team meetings, and regular reviews of overdue tickets with the Service Desk team.
• Champion service improvement initiatives by identifying lessons learned opportunities.
• Contribute towards standard operating procedures (SOPs), Works Instructions (WIs) and Knowledgebase articles.

Required Skills

• 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 with 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.

Benefits

• 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.

Equality, Diversity & Inclusion

We have a brilliant team of people – they're what make Seasalt a fantastic place to work. We love to celebrate uniqueness and are committed to making Seasalt a place where everyone feels they belong. As an inclusive employer, we want to invite a diverse range of candidates to apply for our roles. We aim to work flexibly where possible and value a range of perspectives – diversity of thought helps us to grow – so please consider if this is a role that would make you excited to come to work every day. We're happy to help with any adjustments to our recruitment process and beyond.