At a Glance
- Tasks: Provide tech support, troubleshoot issues, and mentor junior team members.
- Company: Seasalt, a modern retailer blending heritage with innovation.
- Benefits: Competitive salary, 34 days leave, flexible working, and private medical scheme.
- Other info: Remote role with opportunities for personal and professional growth.
- Why this job: Join a supportive team and make a real impact in a growing company.
- Qualifications: Experience in technical support and strong communication skills.
The predicted salary is between 29000 - 31000 £ per year.
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 role, based remotely within the UK, with occasional travel to our Cornwall head offices.
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.
The skills you’ll be sharing with the team
- 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.
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.
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
At Seasalt 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 apply 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.
Just drop us an email at careers@seasaltcornwall. co. uk
Closing date for applications is 26th August 2026, however our roles can close earlier so we would recommend applying as soon as you are able.
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Second Line Support Technician employer: Seasalt
Seasalt in Falmouth is an excellent employer, offering a unique apprenticeship that combines hands-on experience with professional development in the field of cyber security. With a supportive work culture and a dedicated team, apprentices will not only gain practical skills but also have opportunities for growth and advancement within the company. The two-year programme ensures that you are well-prepared for a rewarding career in cyber security, all while enjoying the vibrant community of Falmouth.
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Support Technician
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Seasalt. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Seasalt before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Second Line Support Technician
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Seasalt:Your cover letter is your chance to shine! Tell us why you want to work at Seasalt specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Seasalt!
How to prepare for a job interview at Seasalt
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
