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Butcombe Brewery Ltd, Cox's Green, Wrington, Bristol, BS40 5PA

Full Time


Within this position you will be responsible for providing first and second line support to customers experiencing difficulties or problems. Candidates must demonstrate initiative and problem solving skills, combined with a focus on customer service. We are looking for someone with good technical knowledge of computer hardware and software, ideally have experience in the hospitality industry, who is able to work under pressure with good communication skills. It is not purely an IT position as telephone contact with customers plays a large part.  You will get to work with a friendly and dedicated team, in a great environment.

What You Will Do

  • Receiving and resolving support calls & emails for the group ERP & EPOS systems.
  • Troubleshooting problems remotely and escalating internal service desk related issues to third party technicians if required.
  • Management of calls placed with third party technicians ensuring they are completed within SLA
  • Providing work-arounds and solutions to get users working quickly.
  • Keeping users up to date on the progress of their issues.
  • To acquire a thorough working knowledge of the software used by the company and a detailed understanding of their applications and to keep this knowledge up to date.
  • The role includes part time weekend support on a rotational basis working remotely.
  • Manage provision of mobile phones and IT equipment.
  • Visit and survey new businesses as required for the provision of EPOS, Wi-Fi, Telecoms, sound systems etc.
  • Installation, testing and configuration of PDQ terminals.
  • Present a positive Company image.
  • Provide a timely, polite and efficient service.
  • Visit local Company sites for support work – around 25% of the time.


Who You Are

  • Excellent standard of spoken and written English.
  • Good communication and interpersonal skills, including an ability to work within a team.
  • High level of customer service skills Background knowledge in computer hardware (pc’s, IP networks and WIFI)
  • The ability to provide 5 years of continuous past work history with satisfactory references, at least two years of which must be a support desk role.
  • Clean driving licence is essential.
  • PC literate (all MS Office suite) and aptitude to pick up new software packages quickly.
  • Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.
  • Knowledge of ERP systems
  • First line experience with MS Exchange and Active Directory management.
  • First line experience with managing Citrix users.
  • Experience with laptop/desktop builds


Please send applications to Butcombe Human Resources

email: careers@butcombe.com

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