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1st Line Implementation Support

Career Level:  11S Intermediate
Posting Date:  7 Mar 2025

1st Line Implementation Support – Full-Time, Office-Based Role in Waterlooville

 

Location: Waterlooville (Office-Based, No Hybrid or Remote Working)
Company: ClearCourse (Swan Retail)
Hours: Full-Time - 37.5 hours per week (Includes Weekend and Bank Holiday Rotas)

 

Are you an IT-savvy professional with strong customer service skills? Do you thrive in a fast-paced environment where you can troubleshoot technical issues and support customers? If so, we have the perfect role for you!

At ClearCourse, we’re a market-leading technology company, and we’re looking for a 1st Line Implementation Support specialist to join our team, working on our Swan Retail product. Based full-time in our Waterlooville office, this role is ideal for those who enjoy problem-solving, IT support, and providing excellent customer service.

 

What You’ll Be Doing:

 

  • Technical Support: Act as the first point of escalation within our implementation team, resolving issues related to our bespoke EPOS systems and hardware.
  • Ticket Management: Monitor, manage, and resolve incoming support tickets efficiently, ensuring SLAs are met.
  • Customer Interaction: Provide professional, timely updates to customers and maintain accurate contact records.
  • Collaboration: Work closely with implementation, support, and 3rd-party providers to resolve technical issues.
  • Troubleshooting: Carry out basic hardware and network troubleshooting, including managing access to hosted servers.
  • Ownership & Responsibility: Take initiative in resolving customer queries and ensuring issues are handled effectively.

 

What We’re Looking For:

 

  • Technical Background: Experience working with IT systems, preferably in a retail setting.
  • Customer Service Skills: Strong communication and a helpful, solution-focused approach.
  • Problem-Solving Ability: Confident troubleshooting hardware, software, and network issues.
  • Organisational Skills: Ability to prioritise tasks and work efficiently under pressure.
  • Team Player: Willingness to collaborate and contribute to the success of the team.
  • Flexibility: Ability to work weekends and Bank Holidays as part of a rota.

 

Desirable Skills & Experience:

 

  • IT Support Experience: Previous work in an IT support role is an advantage.
  • SQL Knowledge: Experience with SQL is beneficial but not essential.
  • Retail Exposure: Familiarity with EPOS systems and retail environments is a plus.

 

Why Join Us?

 

  • Career Growth – A fantastic opportunity to expand your IT and customer service skills.
  • Office-Based Role – Work in our Waterlooville office with a collaborative team.
  • Hands-On Experience – Get involved in real-world problem-solving with cutting-edge retail technology.
  • Supportive Team Culture – Join a friendly, proactive team that values your contributions

 

Benefits
 

  • Hybrid-working model with 25 days annual leave + your birthday off

  • Volunteering days

  • Life Assurance and Group Income Protection

  • Private medical cover with cash plan

  • Enhanced Company Pension

  • Employee wellbeing perks such as Perkbox and Peppy

  • Enhanced maternity, paternity and adoption pay

  • Generous training budgets and reimbursement for professional memberships

 

 

Ready to Apply?
If you have a passion for IT, problem-solving, and delivering great customer service, we’d love to hear from you!

Apply now »