First Line Tech Support & Repair Technician

First Line Tech Support & Repair Technician

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Overview

The First Line Tech Support role is crucial in ensuring the smooth operation of Clays\' technical infrastructure. The primary purpose of this position is to provide front-line technical assistance to our colleagues 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. This role will involve working fixed shifts supporting our venue operational hours and some on-call arrangements.

Responsibilities

  • Respond to tickets as part of a Tech Support Help Desk: provide technical assistance by responding to and resolving support tickets virtually or in-person.
  • 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 on site.
  • 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 or more diverse locations on a weekly basis.
  • Hardware maintenance: develop proficiency in micro-components and hardware maintenance through training sessions.
  • Client presentation support: assist with client-related presentation setup and troubleshooting, remotely and in person as needed.
  • Staff training: train staff on our cutting-edge technology setup, ensuring they are well-equipped to leverage our technology effectively.

Skills, Qualifications & Attributes

  • Technical proficiency: strong understanding of hardware and software systems, including Windows and Linux operating systems, cameras, cabling, and software like Coolterm, AvrDude, Motive, and Monday. Training will be provided.
  • Problem-solving: ability to diagnose and resolve technical issues quickly and accurately.
  • Communication: excellent written and verbal communication to interact with users of varying technical expertise.
  • Customer-focused: passion for hospitality and creating amazing experiences with a commitment to exceptional service.
  • Team player: able to work collaboratively and share knowledge.
  • Continuous improvement: proactive about expanding knowledge and skills.
  • Relationship building: ability to build lasting relationships with colleagues and clients.
  • Integrity: honest with strong principles.
  • Initiative and composure: takes initiative and remains calm under pressure.
  • Adaptability: patient with frustrated users and able to handle diverse technical issues on site.
  • Driving licence essential

Team & Collaboration

The role reports to the Technical Lead and collaborates with the IT Support team and other departments. It will be based at Clays venues with travel between sites as needed.

What You’ll Get In Return

We value our colleagues and offer a range of benefits as part of our culture and growth.

Our Great Benefits Include

  • Competitive Salary: base salary of £29,000
  • Holidays: 32 working days’ holiday pro rata each year, incl. bank holidays, increasing to 36 with length of service
  • Colleague Discounts: 50% off off-peak, 25% off-peak for you, friends and family
  • Paid Breaks
  • Health Care Cash Plan: up to £995 for reclaimable appointments & treatments, plus Virtual GP
  • Career Growth: Clays Academy online learning, growth opportunities, and funded qualifications
  • Celebration Day: one additional paid day off each year
  • Parental Leave: market-leading policies with 13 weeks at 100% pay after 12 months
  • Employee Assistance: 24/7 support and up to 8 counselling sessions
  • Volunteer Day: paid day off annually to give back
  • Birthday Gift
  • Pension Scheme: non-contributory pension with 3% employer and 5% employee contributions
  • Recognition & Incentives: Shooting Stars programme
  • Hospitality Discounts: exclusive discounts via Hospitality Rewards
  • Meals Provided: free meals for colleagues on operational shifts

You will be based at Clays venues and will require travel between venues.

Seniority level

  • Entry level

Employment type

  • Full-time

Job function

  • Information Technology

Industries

  • Hospitality
#J-18808-Ljbffr Salary: GBP 29000 - 40600 per year
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