First Line Tech Support

4 weeks ago

London, United Kingdom Clays Support Office Full time

LIFE AT CLAYS

Clays is the premier indoor interactive clay shooting experience and cocktail bar, bringing all the fun of a British clay target shooting weekend to the city. We are the perfect place to spend time with friends or colleagues for an adrenaline-fuelled, fun-filled experience day or night. With a completely unique proposition in the competitive socialising arena, our gamified version of Olympic clay target shooting makes clay shooting safe, fun and accessible for all.  We are on an exciting adventure as we expand both domestically and internationally into key global markets where the appeal for Britishness and competitive gaming has tested strongly. 

Careers at Clays are loaded with possibilities and as we grow our brand and business, we are also invested in developing our people, providing many opportunities for personal development and access to excellent training. We are building an amazing team of autonomous free thinkers who are passionate about creating amazing experiences for our guests. If you’re looking to join a company with a culture and working environment where integrity, fun and teamwork are prioritised, we might just be the place for you

CLAYS VALUES

Just like our venues are designed for everyone, so is our workplace. We know that we can't possibly serve our diverse audiences without first nurturing and celebrating it in our people, and that's why we work hard to create an inclusive culture for everyone. We want the different perspectives, increased creativity and higher innovation that comes from diversity. So, as long as you are passionate about making a positive impact then we want to hear from you. 

And of course, we're looking for someone who's going to live and breathe our Clays values, which is why we framed them as a set of questions that inform what we do:

Safe - Is it safe? For our team, our guests, the business, our partners.

Amazing experience - Is it delivering an amazing experience? We amaze, and are amazing. We bring fun, thrill, wonder and joy and deliver an experience like no other. Always striving to surprise, delight and exceed expectations 

Lasting - Is it lasting? We are committed to making a positive contribution to our world, our team, our guests and our industry in a way that is sustainable and enduring. We are here for the long term, we create a strong impression and make lasting memories. There is always a part of our amazing experience to discover and we are constantly evolving. 

SUMMARY OF POSITION 

The First Line Tech Support role is crucial in ensuring the smooth operation of Clay's technical infrastructure. The primary purpose of this position is to provide front-line technical assistance to our staff and guests, resolving a range of technical issues and ensuring a seamless user experience. This role is essential to maintaining high levels of customer satisfaction and operational efficiency by promptly addressing and solving technical problems. We are looking for an enthusiastic and agile individual to work part time to support our operational venues. This role will involve working some fixed shifts and some on call working arrangements. 

Why is this role important?

As the first point of contact for technical issues, the First Line Tech Support is vital in upholding the company's reputation for excellent customer service and efficient problem-solving. This role helps minimise downtime and ensures that both colleagues and guests have a reliable and efficient experience with our technology systems. By effectively managing and resolving technical issues, this position supports the overall productivity and satisfaction of the entire organisation.

DUTIES & RESPONSIBILITIES

Your role will include but may not be limited to the following responsibilities;

Respond to Tickets: Provide technical assistance by responding to and resolving support tickets via phone, email, or in-person interactions.Issue Diagnosis and Resolution: Quickly diagnose and troubleshoot hardware and software issues, escalating more complex problems to second-line support when necessary.Set Up and Calibration: Set up and calibrate technology equipment in our venues to ensure optimal performance.Develop Training Materials: Create and update training materials to help users understand and effectively use company systems and software.Investigate Error Logs: Proactively investigate error logs to identify and resolve potential issues before they impact users.Gun Fixes: Address and resolve specific technical issues related to specialised equipment.Event Support: Assist in setting up and supporting technology for large events requiring additional technology.PC Fleet Management: Maintain and update a network of PCs spanning three diverse locations on a weekly basis.Hardware Maintenance: Develop proficiency in micro-components and hardware maintenance through comprehensive training sessions.Client Presentation Support: Assist with client-related presentation setup and troubleshooting, both remotely and in person, as needed.Staff Training: Train colleagues on our cutting-edge technology setup, ensuring they are well-equipped to leverage our technology effectively.

SKILLS, DESIRED QUALIFICATIONS & ATTRIBUTES

Technical Proficiency: Strong understanding of various hardware and software systems, including operating systems (Windows, Linux), hardware (cameras, cabling), and software (Coolterm, AvrDude, Motive, Monday). Training will be provided.Problem-Solving Skills: Ability to quickly and accurately diagnose and resolve technical issues.Communication Skills: A keen eye for detail with excellent written and verbal communication skills to effectively interact with users of varying technical expertise.Customer-Focused: Passionate about hospitality and creating amazing experiences, with a commitment to providing exceptional customer service and creating a positive experience for users.Team Player: Ability to work collaboratively within a team, supporting colleagues and sharing knowledge.Continuous Improvement: Always looking for opportunities to improve your knowledge and abilities.Relationship Building: Ability to build lasting relationships with colleagues and clients.Integrity: Honest with strong moral principles.Initiative and Calm Under Pressure: Take initiative, solve problems calmly, and work well under pressure.Adaptability: Patience in dealing with frustrated users and adaptability to handle a variety of technical issues.

TEAM AND COLLABORATION

The First Line Tech Support & Repair Technician will work closely with the IT Support team, reporting directly to the Technical Lead. This role will also collaborate with other departments to ensure technical needs are met and will escalate issues to second-line support or other specialised teams when necessary. Effective teamwork and communication within the IT department and across the organisation are key to the success of this role.

WHAT YOU’LL GET IN RETURN

We value our colleagues greatly and want everyone to feel rewarded. This role will require you to work 5 shifts a week totaling 20 hours including weekend working. It is offered with a competitive salary of £12,500.

Other great benefits include:

  • Advance your career with Clayers Academy, our online learning platform, and seize growth opportunities within our expanding business
  • Globally recognised qualifications as part of the Clayers Academy Journey funded by Clays
  • 32 working days’ holiday pro rata every holiday year including bank holidays and an increasing holiday allocation with length of service up to a maximum of 36 days
  • An additional Celebration Day every year to celebrate something that is important to you
  • Generous 50% colleague discount during off peak periods and 25% colleague discount during peak periods to enjoy Clays with your friends and family
  • Market-leading parental leave policies. In addition to  your statutory rights, Clays offers all colleagues with 12 months service, 13 weeks leave at 100% pay (based on your average weekly earnings) for maternity, adoption and paternity and partner leave
  • Health Care Cash Plan including up to £995 of reclaimable appointments & treatments and access to a Virtual GP
  • An Employee Assistance Programme including a 24/7 employee support service and access to up to 8 counselling sessions
  • A paid annual Volunteer Day for you to give back to your local community
  • Choice of a Birthday Gift
  • All colleagues are eligible to join Clays’ non-contributory Pension scheme, where we will contribute a minimum of 3% of your basic salary into the scheme and you will pay a minimum of 5% of your basic salary into the scheme 
  • Other team recognition and incentives via our Shooting Stars recognition programme
  • Access to hospitality discounts via Hospitality Rewards
  • Meals provided for colleagues working operational shifts in venues across mealtimes 

You will predominantly be based at our venue locations across London. 



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