Support Technician in Redruth

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. 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 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. It 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.

Key Responsibilities

• Responding to queries via phone, email, and Microsoft Teams, ensuring all interactions are logged in the ITSM tool.
• Troubleshooting and resolving Service Desk tickets within agreed Service Level Agreements (SLAs).
• Investigating issues thoroughly, ensuring that requesters feel supported, informed, and confident in the resolution.
• Communicating effectively with the Service Desk team, 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, and 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 Service Desk team.
• Championing service improvement initiatives by identifying lessons learned opportunities.
• Contributing towards standard operating procedures (SOPs), Works Instructions (WIs) and Knowledgebase articles.

Required Skills and Experience

• Proven experience in a Technical Support role, with a solid track record of resolving technical issues.
• Industry‑related qualifications (such as MCP, MCSA, MCSE, CompTIA), role‑based Microsoft qualifications, or equivalent hands‑on experience.
• Experience maintaining clear, comprehensive ticket documentation.
• Ability to communicate professionally with internal teams and external suppliers via phone, e‑mail and face‑to‑face.
• Strong knowledge of Microsoft operating systems (Windows 10/11), Mac OS, and Microsoft Office applications.
• Experience using Active Directory and good working knowledge of DHCP and DNS.
• Familiarity with cloud‑based technologies – such as Azure Active Directory, Exchange Online.
• Working knowledge of Microsoft 365 administration.
• Ability to remain calm and focused under pressure.
• Strong problem‑solving and multitasking abilities.
• A continuous learner who keeps up to date with current technologies.
• Demonstrated initiative, ownership, and accountability.
• Excellent organisational, planning and time‑management skills.
• Clear, confident communication skills.
• Motivated, proactive, and driven to deliver high‑quality service.
• Experience in customer‑facing environments and fast‑paced, deadline‑driven settings.
• Strong team player with reliable 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.
• Hundreds of savings on top retailers and gym memberships through our discount hub.

Additional Information

As an inclusive employer, we 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. Please apply if this role would make you excited to come to work every day. We would be happy to help with any adjustments to our recruitment process and beyond. Just drop us an email at careers@seasaltcornwall.co.uk. Closing date for applications is 8th July 2026; however, our roles can close earlier, so we recommend applying as soon as you are able.