IT Field Service Engineer

American Golf; Reading; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a vibrant community dedicated to enhancing the golfing experience as an IT Field Service Engineer. In this dynamic role, you will provide essential IT support across retail stores, ensuring smooth operations and optimal performance of IT systems. Collaborate with store and area managers while training staff to confidently use technology. Your troubleshooting expertise will be key in resolving issues and maintaining a positive customer experience. This position offers the opportunity to travel within the UK and Ireland, contributing to exciting store projects and fostering a culture of excellence in service delivery.

Qualifications

• Proven IT support experience, preferably in retail.
• Strong knowledge of Tills, POS, Payment systems, and related hardware/software.

Responsibilities

• Provide on-site and remote IT support to retail stores.
• Train store staff on IT systems use and create user guides.

Skills

IT Support Experience

Troubleshooting Skills

Communication Skills

POS Systems Knowledge

Organizational Skills

Education

Relevant IT Certification

Bachelor's Degree in IT or related field

Tools

Service Desk Software

POS Systems

Knowledge Base Management Tools

Job description

At American Golf, we're passionate about golf and dedicated to helping golfers of all levels enhance their game. We believe in delivering exceptional service, offering expert knowledge, and providing the latest golf products. As the largest golf retailer in Europe, we pride ourselves on our commitment to excellence and fostering a vibrant, customer-focused community of golf enthusiasts.

We are seeking an IT Field Service Engineer responsible for providing comprehensive IT support to our retail stores within the South regions of the UK and Ireland. This role involves addressing daily IT support needs, managing Tills, POS systems, and payment systems, supporting store refurbishments, closures, and new store openings. The engineer will also train store staff on IT systems and ensure all IT equipment functions optimally to support store operations.

Key Responsibilities

1. IT Support for Stores:

• Provide on-site and remote IT support to retail stores within the assigned geographical area.
• Troubleshoot and resolve issues related to Tills, POS systems, payment systems, and other store IT equipment.
• Conduct scheduled proactive maintenance to minimize long-term issues.
• Collaborate with the IT Operations Manager to identify support trends and failures.
• Respond promptly to support requests and incidents to minimize store disruption.
• Assist with support coverage for other regions or peak periods as needed.

Store Projects:

• Support IT aspects of store refurbishments, closures, and openings.
• Set up and configure new or replacement IT systems.
• Assist in decommissioning IT equipment during store closures.

Collaboration and Communication:

• Work closely with Store and Area Managers and the IT Operations Manager to meet store IT needs.
• Liaise with the wider IT team and external suppliers for issue resolution.

Training and Guidance:

• Train store staff on IT systems use.
• Create user guides and best practices to boost staff confidence with IT systems.

Travel and Flexibility:

• Travel extensively within the designated regions (South, Midlands, North, Ireland).
• Be available for occasional after-hours support during critical store activities or urgent issues.
• Work from home one or two days a week as needed.
• Occasionally travel to the head office for team meetings, training, or company events.

General Support Duties:

• Monitor and update the service desk system.
• Assist with wider IT support tickets.
• Maintain and improve the Knowledge Base.
• Participate in daily standup meetings to prioritize IT support tasks.
• Collaborate with external support partners for escalated issues.
• Report system status and project updates to the IT Operations Manager.

The Candidate:

• Proven IT support experience, preferably in retail.
• Strong knowledge of Tills, POS, Payment systems, and related hardware/software.
• Efficient troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills, capable of training non-technical staff.
• Organized with the ability to multitask and prioritize.
• Willing to travel and work independently in the field.
• Full UK driving license required.

If you're a hands-on IT professional who enjoys solving problems and supporting teams, we want to hear from you. Join us and help keep our retail technology running smoothly across the UK and Ireland.