Support Technician

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-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, hybrid role, with around 50% of time spent working from Head Office locations in Redruth and Falmouth and the remainder remotely.  This role will be internally referred to as ‘Support Technician’.   You’ll help us by:  Responding to queries via phone, email, and Microsoft Teams, ensuring all interactions are logged in the ITSM (IT Service Management) tool.  Troubleshooting and resolving Service Desk tickets within agreed Service Level Agreements (SLAs).  Investigating issues thoroughly, ensuring that requesters feel supported, informed, and confident in the resolution.  Communicating effectively with the Service Desk team, 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, and contribute to the implementation of approved changes.  Liaise 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 Service Desk team  Championing service improvement initiatives by identifying lessons learned opportunities.  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, with a solid track record of resolving technical issues.  Industry related qualifications (such as MCP/MCSA/MCSE/CompTIA), role-based Microsoft qualifications, or equivalent hands-on experience.  Experience maintaining clear, comprehensive ticket documentation.  Ability to communicate professionally with internal teams and external suppliers via phone, e-mail and face-to-face.  Strong knowledge of Microsoft operating systems (Windows 10/11), Mac OS, and Microsoft Office applications.  Experience using Active Directory and good working knowledge of DHCP and DNS.   Familiarity with cloud-based technologies – such as Azure Active Directory, Exchange Online.  Working knowledge of Microsoft 365 administration.  Ability to remain calm and focused under pressure.  Strong problem-solving and multitasking abilities.  A continuous learner who keeps up to date with current technologies.  Demonstrated initiative, ownership, and accountability.  Excellent organisational, planning and time management skills.  Clear, confident communication skills.  Motivated, proactive, and driven to deliver high-quality service.  Experience in customer-facing environments. And fast-paced, deadline-driven settings.  Strong team player with reliable time-management skills.  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: up to £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 [email protected]     Closing date for applications is 8th July 2026, however our roles can close earlier so we would recommend applying as soon as you are able.   IND-790