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Support Technician

2 weeks ago

Falmouth, Cornwall, United Kingdom Seasalt Full time £27,000 - £29,000 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, North America and Europe (primarily through third-part 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

Our Service Desk is the first point of contact for colleagues across the business when they need support with technology. From our head office and retail stores to warehouses and remote teams, our Service Desk plays a key role in keeping everything running smoothly.

As a Support Technician, you'll resolve incidents and service requests to ensure our people get timely and effective support. You'll capture all relevant details, troubleshoot and resolve issues, and keep colleagues informed every step of the way. You'll also play your part in root cause analysis, service improvements, and supporting planned technology changes.

Please note this is a full-time, permanent role which is primarily based in one of our head office locations (Falmouth or Redruth) with occasional remote working.
There will be 1 in 4 on-call rota requirement for this role. Further details can be shared at interview stage.
You'll help us by:

  • Responding to queries via phone, email, and Teams, logging everything in our ITSM (IT Service Management) tool.
  • Troubleshooting and resolving Service Desk tickets within agreed SLAs.
  • Investigating and resolving issues effectively, ensuring that requesters feel heard and confident in the resolution of their query.
  • Communicating effectively with the Service Desk team, Technology Operations team, and wider business.
  • Helping to guide and assist our Junior Support Technicians, Apprentice, and Technical Support Coordinator.
  • Assisting with root cause investigations for known problems and incidents, and implementation of approved changes.
  • Communicating with 3rd parties to log issues, and work with them to ensure tickets are followed-up within an appropriate timeframe.
  • Supporting colleagues with software releases and ensuring systems, interfaces, and batch routines run smoothly.
  • Preparing hardware, 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.

The skills you'll be sharing with the team:

  • Proven experience in a technical support role.
  • A keen interest in technology.
  • 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.
  • Ability to stay calm under pressure with strong problem-solving and multitasking skills.
  • Organised and reliable, with experience thriving in fast-paced, deadline-driven environments.
  • Proactive and accountable, able to take initiative and work independently with minimal supervision.
  • A collaborative team player who communicates clearly and effectively.
  • Flexible and adaptable, with a positive, motivated approach.
  • A constant learner, curious about technology and eager to grow.
  • You may have industry related qualifications, such as Microsoft certifications, but this is not essential.

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: £27k - £29k 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

Close date: 18th November
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