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.   

We are looking for a Field Service Engineer based in either Poole, Bournemouth or Southampton.

What you’ll do
Install and maintain Zonal products at sites around the UK and abroad according to Company standards of customer service, Service Level Agreements, and Health and Safety requirements.
Support is provided based upon the SLAs in place with the customers. These are monitored on a daily basis and reported back to the customer at regular intervals.

Responsibilities will involve:-

• Carry out site surveys to assess and plan requirements for safe installation. 
• Liaise with on-site contractors to agree requirements.  
• Installation, testing and configuration of all parts of Zonal’s EPoS systems, including structured cabling, according to Company standards and procedures.
• Planned and regular maintenance of all on-site equipment.
• Provide site with any additional information or training. 
• Advise users on basic operation of equipment.  Daily liaison with the Engineering Scheduler.  Close calls with the Engineering Scheduler as soon as these are completed.  
• Provide the Engineering Scheduler with regular updates on progress, details of any other relevant issues, or further action to be taken.
• Diagnose and/or repair faults to component level and effect repair on site, or remove to workshop for more thorough repair.
• Carry out programme upgrades on site.
• Carry out Data copies if required to preserve critical data.
• Liaise with the R&D department during product trials: report any problems that occur during installation, usage or removal to ensure which require further attention.
• Full and detailed completion of all appropriate paperwork.
• Present a positive Company image.
• Provide a timely, polite and efficient service.
• Provide on-call cover on evenings and weekends on a rotational basis.
• Ensuring the delivery of product features into product releases at the required level of quality
• Pro-actively participating in the full development lifecycle
• Monitoring and reporting on the production usage of the product to help identify areas of weakness/risk
• Championing expertise to ensure quality of product throughout all stages of the development lifecycle

Who you are
Essential:-

• Minimum 18 months experience in a field based customer service engineering role, ideally in the hospitality/leisure industry.
• Background knowledge in computer hardware (pc's, IP networks and WIFI)
• The ability to provide 5 years of continuous past work history and satisfactory references to enable the candidate to obtain an airport pass successfully. 
• 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. 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.

Desirable:-

• EPoS background
• Experience of maintaining and installing EPoS equipment
• 3 years or more experience in a field based customer service engineering role, ideally within the hospitality/leisure industry

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.   

We are looking for a Field Service Engineer based in either Preston, Lancaster, Blackburn or St Helens.

What you’ll do
Install and maintain Zonal products at sites around the UK and abroad according to Company standards of customer service, Service Level Agreements, and Health and Safety requirements.
Support is provided based upon the SLAs in place with the customers. These are monitored on a daily basis and reported back to the customer at regular intervals.

Responsibilities will involve:-

• Carry out site surveys to assess and plan requirements for safe installation. 
• Liaise with on-site contractors to agree requirements.  
• Installation, testing and configuration of all parts of Zonal’s EPoS systems, including structured cabling, according to Company standards and procedures.
• Planned and regular maintenance of all on-site equipment.
• Provide site with any additional information or training. 
• Advise users on basic operation of equipment.  Daily liaison with the Engineering Scheduler.  Close calls with the Engineering Scheduler as soon as these are completed.  
• Provide the Engineering Scheduler with regular updates on progress, details of any other relevant issues, or further action to be taken.
• Diagnose and/or repair faults to component level and effect repair on site, or remove to workshop for more thorough repair.
• Carry out programme upgrades on site.
• Carry out Data copies if required to preserve critical data.
• Liaise with the R&D department during product trials: report any problems that occur during installation, usage or removal to ensure which require further attention.
• Full and detailed completion of all appropriate paperwork.
• Present a positive Company image.
• Provide a timely, polite and efficient service.
• Provide on-call cover on evenings and weekends on a rotational basis.
• Ensuring the delivery of product features into product releases at the required level of quality
• Pro-actively participating in the full development lifecycle
• Monitoring and reporting on the production usage of the product to help identify areas of weakness/risk
• Championing expertise to ensure quality of product throughout all stages of the development lifecycle

Who you are
Essential:-

• Minimum 18 months experience in a field based customer service engineering role, ideally in the hospitality/leisure industry.
• Background knowledge in computer hardware (pc's, IP networks and WIFI)
• The ability to provide 5 years of continuous past work history and satisfactory references to enable the candidate to obtain an airport pass successfully. 
• 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. 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.

Desirable:-

• EPoS background
• Experience of maintaining and installing EPoS equipment
• 3 years or more experience in a field based customer service engineering role, ideally within the hospitality/leisure industry

Function: Helpcentre

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


Please note that the start date for this role will be Monday 17th February 2024

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!
 

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 will do
We are currently recruiting for a Information Security Analyst for a period of 12 months Maternity cover to work within Zonal’s Security Team; someone who shares our passion for driving security best practices into our business operations and our products and services and striving for continual improvement.

Zonal are an ISO 27001 certified organisation adhering to security best practices and significant investments have been made, not only the team but also additional technologies that better enable us as a business to monitor and manage risks and ensure that our perimeter is secured in consideration of an ever-evolving cyber security landscape.

By design, Zonal’s Security Team work alongside all departments within the business, engaging and liaising with multiple stakeholders, both internally and externally. We pride ourselves on our ability as a team to engage and educate stakeholders, working with individuals to drive change and strive for better security practices and controls.

With the investments in innovative technologies advancing our abilities to identify areas for improvement, Zonal’s Security Team are moving towards data-driven decision making, using a number of data feeds, monitoring tools, penetration test results etc. to drive areas of improvement and raise the ‘security’ bar. The role of the Senior Security Analyst is pivotal in supporting this next key milestone for the Security Team in defining how data is analysed and utilised to drive change.

Main Duties & Responsibilities
Reporting to the Head of Information Security – Governance & Compliance, the Senior Security Analyst will be responsible for:

• Owning, defining, and scoping an analytics strategy for the Security Team to enable and facilitate a data-driven decision-making approach.
• Manipulating and analysing data and information feeds from multiple sources to drive the security improvement programme and KPIs across the business.
• Responsible for ISO 27001 internal auditing across the business including managing the internal audit schedule, arranging, and conducting internal audits
• Responsible for creating and managing our security campaigns using attack simulators and developing payloads to improve sophistication.
• Be the security point of contact for managing Zonal’s information asset registers
• Security’s presence on ‘The Local,’ communicating security newsletters, blog posts, updates, features etc. to the business to provide transparency across improvement initiatives and ensuring the relevant information security policies, procedures, certificates, and guidance documentation are readily available.
• Improving automation across security tools and applications to introduce greater efficiencies and effectiveness.
• Implementing and managing Zonal’s information security and data protection training platform.
• Supporting users with security tooling providing guidance on usage and best practice to drive uptake.
• Providing support with security and compliance related responses to third-party questionnaires and requests for information (RFIs).
• Supporting the activities required to maintain ISO 27001 certification and the Information Security Management System (ISMS) (as required).
• Working with internal stakeholders to drive continual improvements in security.

This role is ideal for someone with experience leading Internal Audits across technology and support function teams. The role would suit an individual with previous experience in data analytics, with a passion for information security and technology and for raising the security bar within the hospitality industry.

Who you are
 

• You will have a strong desire to further your knowledge and experience within information security and have a keen interest in security and the emerging threats and vulnerabilities.
• You will be a self-motivated, logical thinking problem solver who is flexible and adaptive to a very busy work environment.
• You will have an inquisitive nature paired with a positive attitude and an eagerness to learn and progress.
• You will be highly organised with a keen eye for detail and be able to manage your time and work effectively.
• You will have previous and demonstrable experience in data analytics using data to drive decision making.
• You will have previous and demonstrable experience in internal auditing using the ISO27001 framework
• You will have excellent presentation skills and be a strong communicator.

• You will have a strong understanding of information security and technical concepts; the successful candidate will possess a unique blend of business and technical savvy.

• You will have a hands-on approach to the role with the ability to contribute to security improvement programmes whilst taking personal responsibility for their success.
• You will be flexible to change direction and manage conflicting demands.
• Ideally with a degree in Computer Science or Security; however, industry experience and evidence of achievements is more desirable.

Other desirable skills include:

• A basic understanding of the following is beneficial:
  • OWASP Top 10
  • NIST
  • PCI DSS
  • UK Cyber Essentials Plus
  • ISO27017
• Experience working with MS Defender
• Experience working with MS Purview
• Experience with PowerBI
• Able to work independently but also as part of a team.