First Line Support Technician - O2, London

TOCA Social; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An innovative venue is seeking a First Line Support Technician to ensure a seamless guest experience through proactive maintenance and technical support. This role is vital in delivering outstanding service by troubleshooting gaming systems and collaborating with the venue team. The ideal candidate will thrive in a dynamic environment, bringing technical expertise and a passion for guest satisfaction. Join a forward-thinking company that values teamwork and offers growth opportunities as it expands its unique dining and entertainment concept across multiple locations. If you are ready to make an impact in a fun and energetic setting, this is the perfect opportunity for you.

Benefits

Complimentary TOCA games

Discounts on food & beverage

Free meal during shifts

Local retail & hospitality discounts

Teammate Assistance Programme

Great progression opportunities

Qualifications

• Minimum 2 years in First Line Support or similar role.
• Experience with AV, mechanical maintenance, and networking systems.

Responsibilities

• Maintain and troubleshoot gaming equipment for optimal performance.
• Train venue staff to handle minor technical issues.

Skills

Technical Support

Problem Solving

Customer Service

Team Collaboration

Education

Experience in First Line Support

Background in Hospitality

Tools

AV Systems

Mechatronic Systems

Networking Systems

Linux Operating Systems

Job description

TOCA Social is the world's first dining and entertainment experience with a football twist, and it’s set to change the game! Our first venue opened in 2021 in The O2, London and our second in Birmingham in 2024. We are also set to open in Westfield London, Dallas and Mexico in 2025!

At TOCA Social, Everybody Plays! Football knowledge is not required, so if you thrive being in an energetic and fun environment you’ll quickly fall in love with our concept!

Benefits:

You’ll have full access to our TOCA Treats, which includes (but is not limited to!):

• Complimentary TOCA games!
• Huge discounts on our F&B
• Free meal whilst on shift
• Local retail & hospitality discounts!
• Teammate Assistance Programme with access to free counselling sessions
• Great progression opportunities as we expand!

Job Highlights:

Location: TOCA Social, The O2, Peninsula Square, London SE10 0DX

Reports to: Technical Support Supervisor

Hours Required: Minimum of 45 hours per week. Candidates must be flexible to work evenings and weekends.

The role plays a crucial role in delivering an outstanding guest experience by ensuring that our games operate at peak performance. As the in-venue expert on all technical aspects of our gaming systems, this role proactively maintains and troubleshoots equipment, ensuring minimal downtime and a seamless experience for our guests.

Role Scope & Responsibilities:

The role of the First Line Support Technician is essential to the smooth running of the venue and creation of quality guest experiences! You are responsible for bringing together multiple elements of our guests' journey together to deliver memorable experiences.. Some of your responsibilities will include:

• Proactive Maintenance: Regularly inspect, test, and maintain all gaming equipment to ensure optimal functionality and longevity.
• Reactive Maintenance: Swiftly diagnose and resolve technical issues, minimizing disruption to gameplay and ensuring guests continue to enjoy their experience.
• Team Upskilling: Train and support the wider venue team, empowering them with the knowledge and confidence to handle minor technical issues efficiently.
• Guest-Focused Approach: Act as a visible and approachable presence in the venue, assisting guests with technical concerns and ensuring they have an immersive, frustration-free experience, escalating any issues to the venue Leadership team.
• Collaboration: Work closely with the Supervisor and venue management to continually enhance the technological operations and guest experience.
• Innovation & Feedback: Identify opportunities for improving game performance, report recurring issues, and provide feedback on potential enhancements to optimize gameplay.

Qualifications & Experience:

• At least 2 years’ experience working in a First Line Support role, or similar
• Experience advantageous in several of the following areas: AV, Mechanical maintenance, Mechatronic systems, networking systems and computer vision
• Working knowledge of IT operating systems, specifically Linux environments
• A hospitality background in any previous role is a bonus!
• Must be available to work evenings and weekends