Second Line Support Technician

Our first shop opened in 1981 in Penzance selling durable clothing to artists and mariners. Today were 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 we scale in the UK and internationally (primarily through third-party partnerships) were investing in data systems and digital capability to support our people and our growth. Its an exciting time to join us!The Service Desk team is often the first internal point of contact for Seasalt employees raising technologyrelated issues or requests with firstline 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 note 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 in role will be internally referred to as Support help us by:Responding to queries ensuring all interactions are logged in the ITSM (IT Service Management) and resolving tickets within agreed Service Level Agreements (SLAs).Communicating effectively with the Technology Operations team and wider business and mentoring Junior Support Technicians Apprentices and Technical Support with root cause investigations for known problems and incidents as well as contributing to the implementation of approved with 3rd party suppliers to log issues track progress and ensure timely colleagues with software releases and ensuring systems interfaces and batch routines operate hardware performing maintenance and troubleshooting where in daily stand-ups weekly team meetings and regular reviews of overdue tickets with the Technology Operations potential improvement opportunities for tasks and processes within the Technology Operations towards Standard Operating Procedures (SOPs) Works Instructions (WIs) and Knowledgebase skills youll be sharing with the team:Proven experience in a technical support maintaining clear comprehensive ticket to communicate professionally with internal teams and external suppliersStrong knowledge of Microsoft operating systems (Windows 10/11). Experience of supporting other operating systems such as Mac OS is using Active Directory and good working knowledge of DHCP and with cloud-based technologies such as Azure Active Directory (Entra) Exchange knowledge of Microsoft 365 to remain calm and focused under problem-solving and multitasking initiative ownership and organisational planning and time management confident communication proactive and driven to deliver high-quality relaying information to non-technical colleagues in a way that they can we hope youll love working with us:The success of Seasalt is down to the skill and hard work of our team. We dont just want to attract the best and brightest people to come and work with us we want you to stay and grow with 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: 29000 - 31000 per year depending on experience(Band 2)34 days paid annual leave (including bank holidays) increasing with length of serviceAttractive 50% employee discountFlexible benefits allowance to personalise your benefits packagePrivate Medical Scheme including 24/7 virtual GPFree access to our Employee Assistance Programme through Retail Trust with 24/7 supportPension plan with generous 7% employer contributionsLife assurance programmeEnhanced family leave policiesFlexible working opportunities with our hybrid working approachLearning and Development opportunitiesDo Good Things with our two days per year paid volunteering opportunitiesEmployee networks to develop and provide support to our people including the Inclusion Network100s of savings on top retailers and gym memberships through our discount hubAt Seasalt we have a brilliant team of people theyre 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 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. Were happy to help with any adjustments to our recruitment process and beyond. Just drop us an email at date for applications is 26th August 2026 however our roles can close earlier so we would recommend applying as soon as you are able. IND-882