First Line Tech Support & Repair Technician

at  Clays Support Office

LIFE AT CLAYS

Welcome to Clays, the ultimate indoor clay shooting experience and cocktail bar! We bring the thrill of a British clay target shooting weekend to the heart of the city. Our unique twist on Olympic clay shooting makes the sport safe, fun, and accessible for everyone. As we expand locally and globally, we’re excited to share our love for British charm and competitive gaming with the world. Whether you’re after a thrilling day with friends or a lively evening with colleagues, Clays is the perfect spot for adrenaline-pumping, fun-filled experiences.
Careers at clays are loaded with possibilities. As we grow our brand, we are equally dedicated to the growth of our team. We offer ample opportunities for personal development and top-notch training. Our team is a vibrant mix of independent thinkers who are passionate about crafting unforgettable experiences for our guests. If you’re seeking a workplace that values integrity, fun, and teamwork, Clays might just be the place for you!
We’re proud to be certified as a Great Place to Work, which reflects our commitment to creating an amazing work environment. But don’t just take our word for it—here’s what our colleagues have to say about us:
“You can be yourself here. The company values character and willingness to learn over prior knowledge. They provide all the training you need, and your progress is entirely up to you.”
“From day one, the collaborative and supportive culture at Clays has been clear. The onboarding process and continuous training show a real commitment to employee development.”
“Mistakes are stepping stones here, and no one is frowned upon for making them. We learn from each other, which is unique in a workplace.”

CLAYS VALUES

At Clays, our venues are for everyone, and so is our workplace. We believe that to serve our diverse audience, we must first celebrate and nurture diversity within our team. That’s why we’re dedicated to creating an inclusive culture. Different perspectives spark creativity and drive innovation. So, if you’re passionate about making a positive impact, we’d love to hear from you!
And of course, we’re looking for someone who embodies our Clays values. That’s why we’ve framed them as key questions that guide everything we do:
SAFE - Is it safe? For our team, our guests, the business, and our partners.
AMAZING EXPERIENCE - Are we delivering an amazing experience? We bring fun, thrill, wonder, and joy, aiming to surprise, delight, and exceed expectations.
LASTING - Is it lasting? We strive to make a positive, sustainable impact on our world, our team, our guests, and our industry. We aim to create strong impressions and lasting memories, constantly evolving to offer something new.

WHAT’S THE GIG, YOU ASK?

The First Line Tech Support role is crucial in ensuring the smooth operation of Clay’s 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. We are looking for an enthusiastic and agile individual to work part time to support our operational venues. This role will involve working some fixed shifts and some on call working arrangements.

SKILLS, DESIRED QUALIFICATIONS & ATTRIBUTES

• Technical Proficiency: Strong understanding of various hardware and software systems, including operating systems (Windows, Linux), hardware (cameras, cabling), and software (Coolterm, AvrDude, Motive, Monday). Training will be provided.
• Problem-Solving Skills: Ability to quickly and accurately diagnose and resolve technical issues.
• Communication Skills: A keen eye for detail with excellent written and verbal communication skills to effectively interact with users of varying technical expertise.
• Customer-Focused: Passionate about hospitality and creating amazing experiences, with a commitment to providing exceptional customer service and creating a positive experience for users.
• Team Player: Ability to work collaboratively within a team, supporting colleagues and sharing knowledge.
• Continuous Improvement: Always looking for opportunities to improve your knowledge and abilities.
• Relationship Building: Ability to build lasting relationships with colleagues and clients.
• Integrity: Honest with strong moral principles.
• Initiative and Calm Under Pressure: Take initiative, solve problems calmly, and work well under pressure.
• Adaptability: Patience in dealing with frustrated users and adaptability to handle a variety of technical issues on site.

WHY IS THIS ROLE IMPORTANT?

As the first point of contact for technical issues, the First Line Tech Support is vital in upholding the company’s reputation for efficient problem-solving. This role helps minimise downtime and ensures that both colleagues and guests have a reliable and efficient experience with our technology systems. By effectively managing and resolving technical issues on site, this position supports the overall productivity and satisfaction of the entire organisation.

DUTIES & RESPONSIBILITIES

Your role will include but may not be limited to the following responsibilities;

• Respond to Tickets: Provide technical assistance by responding to and resolving support tickets via phone, email, or in-person interactions.
• 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 comprehensive training sessions.
• Client Presentation Support: Assist with client-related presentation setup and troubleshooting, both remotely and in person, as needed.
• Colleague Training: Train colleague on our cutting-edge technology setup, ensuring they are well-equipped to leverage our technology effectively.