Gymshark’s First Line Tech Support, you will be responsible for Supporting and Maintaining Gymshark’s Internal Systems and User Base. You will be responsible for Triaging all inbound Support Tickets and routing to the correct area of Tech. If the issue can be diagnosed and fixed directly this will fall under the First Line remit.

In addition, this role is required to assist the 2nd Line Lead and the team wherever possible. This role will incorporate some remote assistance of satellite offices internationally when necessary.

Support: 

• To work and collaborate within World Class Tech Support team supporting Hardware/Software, Internal Systems and all other aspects of Gymshark’s Tech issues.
• To assist the 2nd Line Lead with the On-Boarding experience to all New Gymshark Employees to ensure they can hit the ground running with all the IT Skills/Functionality required for their roles.

Typical Responsibilities include resolving/troubleshooting:

• User Creation/Maintenance
• Password resets
• Software Access/Installation Requests
• Provisioning/De-provisioning product licenses
• Hardware Issues
• Printer setup/issues/ink replacements
• Laptop/Mobile Account Setups
• Peripheral setups
• Installing requested applications
• Zoom VC issues
• Escalating Virus/Email Filtering Alerts
• Solving basic software or system issues
• Triaging more complex issues ready for handover to relevant specialist team
• Communicating progress of issue from specialist to ticket creator

Collaboration: 

• To work in conjunction with the Tech Team to ensure all issues are fixed quickly and efficiently. To help and assist where necessary.
• Work collaboratively across all departments within the business and contribute with your technical experience where applicable.
• Help senior members of the team maintain good working relationships with suppliers and vendors by giving regular input.

Analytics:

• To help the team build a knowledge base within our Ticketing System and keep it up to date with the correct fixes.

Knowledge and Opportunity: 

• Watch and listen relevant webinars where necessary to increase knowledge of applicable systems
• Collaborate directly with the 2nd Line Lead to identify common issues/patterns using data extracted from spoke.

Other Duties: 

• Will be an ambassador for the function.
• To work outside of hours where necessary/required.
• Identifies areas where training/certification is required and proactively arrange such training/certification once identified.
• To lead by example on best practices and tech policy.

• Experience within an IT/Tech Support or a relevant Computer Science/Business Degree with understanding of the Fundamentals of IT
• General High level of organisational skills
• Work collaboratively with 2nd Line Lead and other International Infrastructure/Tech Managers to align on global projects and joint tasks.
• Fluent in Mac OSX and Windows 10.
• Day to day staff via Tickets/in person/email/phone support
• Providing support for Gymshark software/hardware emergencies – occasionally out of hours if urgent
• Ability to work collaboratively with other team members to deliver immediate tasks.
• Commercial Awareness and a creative problem solver with the ability to think laterally and understand the cost and value drivers within a competitive business environment.

Here are some of the perks we offer:

🙌 Opportunity to work on high traffic, high performing e-commerce systems
🤑 Competitive 'Win Together, Lose Together' Bonus
🩺 Full private medical insurance with no excess
🏖 25 days holidays + your birthday and all the Bank Holidays which can be substituted and taken whenever you want.
💻 A truly flexible working culture (role needs someone to come to HQ at least twice a week but not every day).
👥 A collaborative, creative and inspiring working environment
💰 Employer pension contributions up to 7%
🤩 Life Assurance at four times your basic salary
🦈 50% Gymshark Discount & Gymshark Gift Card for each year of service
🥇 Financial, Physical and Mental Wellbeing Support
📚 Great training and learning resources & 10% time for personal development
🖥 Choice of hardware and access to the best software
🤒 Paid time off when you’re physically and mentally unwell
🧸 Very Generous Family Leave package – we support you extending your family

GS Campus Perks:

🍎 Refuel - Healthy fresh food at GSHQ
🏋️‍♂‍ Free Lifting Club (LC) Gym Membership for yourself and two friends/family
👉 Free monthly massages
💈 Beauty and Barber facilities
🚘 Free on-site parking