IT Systems & Support Technician

Job Description

Role

IT Systems & Support Technician

Immediate Joiner Preferably

Department

IT

Division

Society Sport Center

Reporting To

Group IT Manager

Direct Reports

None

Works Closely With

Operations Director, All Department Heads, External IT Vendors, External App Developer

Role Purpose

Reporting to the Group IT Manager with dotted-line accountability to the Operations Director, the IT Systems & Support Technician is responsible for the day-to-day operation, support, and reliability of all IT systems across the business.

This is a hands‑on, operational role focused on system stability, user support, cybersecurity best practice, and continuous improvement across all club locations and Head Office.

The role also carries technical responsibility for the Society app project, coordinating directly with the external development company to deliver it, and supports the business’s reporting needs through the development and maintenance of operational dashboards. As part of Society’s IT function, it provides the infrastructure and data foundation on which the organisation’s wider digital capability depends.

• Provide first and second line IT support across all club locations and Head Office.
• Act as the first point of contact for IT-related issues, logging, prioritising, and resolving incidents in a timely manner.
• Troubleshoot and resolve issues related to hardware, software, network connectivity, and user access.
• Travel between club locations to provide on‑site IT support where required.
• Support staff onboarding and offboarding including system access, Microsoft 365 setup, and device provisioning.
• Coordinate with and elevate issues to external IT vendors and service providers when required.
• Minimise disruption to club operations and member experience through proactive issue resolution.

• Support the day-to-day operation of business‑critical systems including membership management and CRM platforms.
• Support access control systems, turnstiles, and door controllers.
• Support POS and payment terminals, class booking, and scheduling systems.
• Support Microsoft Windows operating systems and Microsoft 365 environments.
• Assist with system upgrades, patches, and new software rollouts.
• Maintain clear and up‑to‑date system documentation and troubleshooting guides.
• Maintain data connectivity, system integrations, and API access points required to support business reporting and analytics.

• Manage and support IT hardware across clubs and Head Office including laptops, PCs, tablets, kiosks, and printers.
• Support access control hardware, CCTV systems, AV equipment, screens, and music systems.
• Support and maintain wired and wireless networks including club and office Wi‑Fi.
• Monitor system performance and uptime, identifying recurring issues or risks.
• Maintain an accurate IT asset register and highlight end‑of‑life or replacement requirements.
• Support IT requirements for new club openings, refurbishments, and relocations.

• Support cybersecurity best practices including user access controls, antivirus, endpoint protection, and system updates.
• Assist with data protection and confidentiality requirements in line with company policies and local regulations.
• Support backup processes and basic disaster recovery procedures.
• Identify, report, and elevate potential security risks or incidents promptly.

• Act as the primary internal point of contact for the Society app project, taking ownership of its delivery from an IT, infrastructure, integration, and security perspective.
• Coordinate with the external development company on all technical matters required to complete the project, including system integrations, API access, data connectivity, and environment/hosting requirements.
• Provide the external developer with the technical detail they require on Society’s existing systems – including the membership platform, booking, payments, and access control – to enable accurate integration.
• Translate the business and member requirements for the app into technical actions, liaising…