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Technical Support Specialist

3 months ago

Easter Compton, South Gloucestershire, United Kingdom The Wave Group Full time

Position Overview

The Wave Group is dedicated to providing a unique surfing experience that promotes wellness and enjoyment for individuals of all backgrounds and abilities.

We are seeking a Technical Support Specialist who will play a crucial role in delivering comprehensive technical assistance across various business technologies. This includes managing computer systems (both hardware and software), network infrastructure, electronic point of sale (ePOS) systems, mobile devices, telecommunication systems, and audio-visual equipment for both The Wave Group and our external clientele.

Key Responsibilities:

  • Collaborating with third-party system providers to ensure necessary support and resources are available.
  • Providing 1st and 2nd line support for internal users facing hardware and software challenges.
  • Addressing end-user inquiries and escalating issues to team members or external partners as needed.
  • Executing software installations and updates efficiently.
  • Conducting thorough network troubleshooting and installations.
  • Performing hardware maintenance, including builds, upgrades, and repairs.
  • Offering 1st line support for all IT and systems-related issues within The Wave team.
  • Managing internal systems such as ePOS, ticketing, and websites.
  • Overseeing asset management and auditing the distribution of IT equipment.
  • Maintaining and supporting software system integrations.
  • Documenting system implementations and integrations, including user credentials and training materials.

Ideal Candidate Profile:

  • Strong proficiency in Microsoft technologies, including Office 365, Teams, and SharePoint Administration.
  • Exceptional interpersonal and communication skills.
  • Excellent organizational abilities, attention to detail, and a tidy work ethic.
  • Capability to work independently, especially on project-based tasks.
  • Experience in training individuals on system processes and procedures.
  • Background in a customer-facing role.

Required Knowledge and Experience:

  • Familiarity with Active Directory, Group Policies, and related tools and services.
  • Proficiency in Windows 10/11 Professional and Windows Domains.
  • Understanding of LAN and WAN networking technologies, including VLANs, routing, and common networking tools.
  • Experience with enterprise WiFi systems.
  • Knowledge of network and infrastructure security principles.
  • Experience with IT support ticketing systems (e.g., Zendesk).
  • A minimum of 1 year’s experience in a similar technical support role.

Desirable Knowledge and Experience:

  • Familiarity with Adobe Creative Suite.
  • Experience in supporting MacOS.
  • Background in the hospitality sector or related fields, particularly with ePOS systems.

Work Environment:

This position requires flexibility, including potential on-call responsibilities during weekends.

Benefits:

  • Paid breaks.
  • 30 days of paid vacation (including public holidays).
  • Pension plan.
  • Complimentary staff surfing sessions.
  • Opportunities for additional earnings through team incentive programs.
  • Staff discounts on retail purchases of up to 20%.
  • Discounts of up to 75% on surf bookings.
  • Discounts of up to 40% on food and beverage items during shifts.
  • Discounts of up to 25% on accommodation.
  • A collaborative team environment where work and surfing are enjoyed together.
  • Complimentary hot and cold beverages during shifts.

Inclusivity Commitment:

We are committed to fostering a diverse and inclusive workplace. We encourage applications from individuals of all backgrounds and experiences, even if they do not meet every requirement listed in the job description. The right attitude can be as valuable as experience.