Second Line 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 and internationally (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 role, based remotely within the UK, with occasional travel to our Cornwall head offices.

This role will be internally referred to as 'Support Technician'.

• Responding to queries, ensuring all interactions are logged in the ITSM (IT Service Management) tool.
• Troubleshooting and resolving tickets within agreed Service Level Agreements (SLAs).
• Communicating effectively with the 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, as well as contributing to the implementation of approved changes.
• Liaising 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 Technology Operations team.
• Identifying potential improvement opportunities for tasks and processes within the Technology Operations area.
• Contributing towards Standard Operating Procedures (SOPs), Works Instructions (WIs) and Knowledgebase articles.

• Proven experience in a technical support role.
• Experience maintaining clear, comprehensive ticket documentation.
• Ability to communicate professionally with internal teams and external suppliers
• Strong knowledge of Microsoft operating systems (Windows 10/11). Experience of supporting other operating systems - such as Mac OS, is desirable.
• Experience using Active Directory and good working knowledge of DHCP and DNS.
• Familiarity with cloud-based technologies - such as Azure Active Directory (Entra), Exchange Online.
• Working knowledge of Microsoft 365 administration.
• Ability to remain calm and focused under pressure.
• Strong problem-solving and multitasking abilities.
• Demonstrating initiative, ownership, and accountability.
• Excellent organisational, planning and time management skills.
• Clear, confident communication skills.
• Motivated, proactive, and driven to deliver high-quality support.
• Confident relaying information to non-technical colleagues, in a way that they can understand.

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…