Imagine what it would be like to work for the UK’s leading tech developer to the UK’s biggest and best pubs and restaurants? From EPoS to loyalty, CRM to table bookings, stock control, recipe management and BI Reporting giving business critical insights – our tech includes everything an operator needs to run their hospitality business. 

What you’ll do
Your role will be to assist the engineering department to carry out daily tasks in accordance with the SLA agreement with clients.
The Service department consists of the Service Engineering, and Helpcentre, Technical Support  and Service Delivery teams all reporting to the Service Delivery Director and ultimately reporting to the Chief Operating Officer.

The scheduling team hours of work are based on a shift rota from 8am-8pm Monday to Sunday.

Main duties and responsibilities:

• Liaise with Account Managers about the requirement of Service Engineers.
• Scheduling Service Engineers daily work.
• Dispatch, monitor and close service calls to Service Engineers.
• Co-ordinate Service Engineer daily activities.
• Monitor engineers and ensure daily productivity is maximised
• Proactively manage local SLA and engineering escalations
• SLA reporting & trend analysis
• Report all absences to Regional/Service/Admin Managers
• Ensure accurate and timely engineer van stock movements
• Organise spare parts to go to Service Engineers for service calls.

Skills knowledge & experience
Essential:

• Minimum 2 years’ experience in an administration role
• Exceptional organisational skills; able to plan and schedule workload of group of field-based engineers and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.
• Exceptional communication skills; able to liaise with and co-ordinate activities of a group of field-based engineers via phone, email and text.
• 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.
• Customer service; understands and responds to customer needs (internal and external) and exceeds expectations where possible.
• Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.
• Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.
• Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company.
• Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work

Function: Helpcentre
Reporting to: Service Resource and Development Manager
Location: Hybrid - working time split between our office at Tanfield, Edinburgh and working from home

What you’ll do

You will be working with a team of 60+ Support Analysts delivering exceptional customer support to our portfolio of prestigious hospitality companies, 365 days per year.
Your role will be to provide technical support and advice on all incoming incidents and requests, ensuring these are logged and handled in accordance with departmental guidelines and procedures
We operate a shift pattern basis to cover the core hours of our business which run from 7am to 1am.
Our weekly standard shift patterns are- 7am – 5pm, 9am – 6pm & 3pm – 1am.

Responsibilities will involve:-

• Logging of all incidents within our call logging software, ensuring all relevant information is obtained, correct categorisation and SLA is chosen and advise caller of unique call reference number;
• Provide problem diagnosis, using appropriate support tools and resolution for problems. Assign calls to correct third party queues where appropriate;
• Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times;
• Proactively manage Customers expectations through either resolution of or updating on progress of their outstanding incidents/requests;
• Escalate any issues but try and ensure they are dealt with before problems occur;
• Track and monitor calls that are with third parties, to liaise with third parties for a resolution and escalate when resolution is not moving forward within the appropriate timescales;
• Resolve and close incidents and requests to customer satisfaction or escalate to the appropriate Account Manager where necessary;
• To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLA’s and KPI’s are met;
• Responsible for ongoing performance against appropriate Service Level Agreements and ensuring that these are continually improved;
• Ensure processes are documented and updated as necessary;
• Demonstrate a positive attitude towards change by words and behaviours.  Challenge the way things have always been done and suggest improvements;
• Ability to build relationships with resolving teams and service management teams
• Adhering to complex processes and procedures;
• Ensuring Knowledge Base articles are regularly reviewed and updated;
• Training and mentoring new starters and acting as an ongoing point of escalation;
• Compliance – ensure that you understand and adhere to PCI-DSS policies

Who you are

• You will be a talented and ambitious individual who thrives in a fast paced environment.
• You will possess excellent written and oral communication skills with a proven track record for providing outstanding customer service in a similar role.
• A solid technical background with a talent for troubleshooting and problem solving.
• Strong analytical skills with a great attention to detail.
• A passion for exceptional customer service.
• A flair for multi-tasking in a high pressured environment.
• A collaborative and proactive approach in all aspects of your work

We are going on an exciting journey and we need more like-minded travellers to help us get there! If this sounds like you then we would love to hear from you!
 

Benefits

• Casual dress
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Financial planning services
• On-site parking
• Paid volunteer time
• Referral programme
• Company Sick pay

What you’ll do:
Diagnose, repair and upgrade Zonal and third party hardware service parts. Provide technical support and product debug expertise to Repair Centre and Production team to ensure the key measures of Service levels, Quality, Output & Cost Objectives are achieved.

This role will be based at our Manufacturing Division in Livingston. The position involves interaction with other company departments, suppliers and all Zonal associate companies. Your hours of work will be Monday to Friday 8.30am to 4.30pm.

Main Duties & Responsibilities:

• Ensure all faulty parts logged on SNOW are collected and returned from customer sites
• Ensure repair work is carried out in timely fashion to maintain Repair Centre stocks
• Maintain accurate part tracking records on SNOW for all parts moved between Repair Centre -> Field Engineers -> Customer sites
• Control Maintenance PC stock movements, ensure adequate stock of working PC’s is available
• Promote positive working relationships with Repair Centre customers
• Maintain a clean and safe working environment in Repair Centre.
• Maintain full details on every part quoted to allow Account Managers to submit fully detailed invoices
• Retain every quoted part for specified time period prior to its safe disposal
• Reduce or remove non added-value work activities
• Promote Health and Safety and WEEE considerations within Logistics Centre and ensure all staff are adequately trained and supervised in this area.

Skills, Knowledge & Experience:

• 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.
• Customer service: understands and responds to customer needs (internal and external) and exceeds expectations where possible.
• The ideal candidate will have at least 3 years’ experience gained in a similar role within a manufacturing/electronics environment. (desirable)
• Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.
• Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.
• Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work.

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Financial planning services
• On-site parking
• Paid volunteer time
• Referral programme
• Sick pay

Schedule:

• Day shift
• Monday to Friday
• No weekends

Work Location: In person

What you’ll do 

We are looking for an Infrastructure Engineer, someone who can deliver operational excellence and stability in our virtual and storage infrastructure that underpins the Managed Services we deliver for our customers. As well as the day-to-day you will also be able to influence the design and delivery of our next generation hybrid cloud products and contribute to the delivery of cross functional strategic projects. 
This is an exciting opportunity to be part of a wider technical team that will help define the future of hospitality both in the UK and abroad. 

We’d like you to: 

•  Build strong, collaborative relationships with architects, operations and engineering teams 
• Implement and maintain secure, scalable and highly available datacentre, storage and virtual infrastructure 
• Build and continually improve tooling, monitoring and security controls 
• Own the infrastructure aspects within DR plans and processes 
• Establish and maintain patching and release patterns, hardware lifecycles and procedures 
• Contribute to a culture where automate, tool and document is the norm 
• Participate in on-call cover and Incident Response 
• Play a key role in change management 

Who you are 

You should have had a background in datacentre or enterprise level hardware, virtual and storage platforms having spent at least some of your career as a member of a fast-paced engineering or infrastructure team: 

Essential skills 

• 3 years+ experience in design and build of management of scalable, highly available VMware infrastructure 
• Hands-on administration of enterprise storage and datacentre infrastructure 
• Experience managing Disaster Recovery and Data Protection models 
• Documenting solutions, specifications and high-level architectures 
• Hands on experience in datacentre operations and logistics (racking, cabling, power management), and capacity management 
• PowerShell / PowerCLI and tooling in complex provisioning and deployment scenarios 
• Quick to spot opportunities in new capabilities, a fast learner who thrives with autonomy 
• A self-starter with a passion for technology and problem solving 
• Solid organisation, with a safe pair of hands with attention to detail 

Desirable, but not a must

• Experience with other hypervisors (other than VMWare) 
• Administrative experience in Pure Storage 
• Administrative experience in Veeam 
• Experience in a Managed Services Provider (MSP), multi-tenanted or multi-site environment 
• Based around central belt Scotland for on site attendance 

What we value 

Teamwork, Passion, Innovation and Professionalism are the values we believe make us the company we are. We are looking for someone who understands great culture and will help us shape it as it evolves.