Job Title: IT Support Coordinator

Department: IT

Location: In office - Southwark, London

Reports to: Head of IT

Contract Type: Full-time, Permanent

Black Sheep Coffee is seeking a personable, skilled and motivated IT Support Coordinator to provide best in class support to our global HQ, Stores and Customers. As part of the Category & Product team, this role plays an integral part of the IT function, supporting Black Sheep Coffee’s various systems and tech stack across our international environment (UK/USA/GCC). The ideal candidate will have a proven technical background with experience in the retail or hospitality industry.

Key Responsibilities:

· Support Store IT systems and subsequent ordering channels including POS, Kiosks, App, Digital Signage, ensuring stores have the adequate tools and connectivity in place to trade efficiently.

· Assisting 3rd Party IT Support to provide support to all stores.

· Respond to all Zendesk (Ticket System) requests daily, ensuring both store and customer queries are up to date.

· Provide clear and timely communication regarding system statuses, issues, and updates.

· Administering all systems including O365, POS, Customer Kiosks, Kitchen Displays and other ordering platforms.

· Assisting in support of Retail software, hardware (computers, laptops and printers) and networks at Head Office including troubleshooting and liaising with external companies as required.

· Procurement of stock, setup and shipment to sites or support partners.

· Technical Support to Head Office Users & Onboarding of New HQ Employees.

· Administer and support the infrastructure for customer loyalty and promotional systems.

· Oversee the installation, configuration, and maintenance of all ordering systems within the retail environments.

· Provide technical support for any issues related to loyalty program systems and promotions.

· Coordinate the testing of new updates and features in collaboration with development teams.

· Prepare and execute test plans for product launches and updates, ensuring system compatibility and performance.

· Analyse and resolve any issues that arise during product implementation or post-launch

· Store visits to support IT environment and New Store Openings.

About you:

· Proven experience as an IT Administrator, Technical Support Analyst, or similar.

· Experience with Restaurant Technology Systems Inc: POS / KDS / Kiosks / App / Loyalty / Digital Signage.

· Good knowledge of Microsoft 365 systems (Windows, Office 365) and Mac OS.

· A good understanding of IT infrastructure, including networks and connectivity.

· Experience of IT hardware, software installation, maintenance and troubleshooting.

· Ability to solve issues quickly and efficiently.

· Maintain positive and supporting relationship with all stakeholders.

· Strong QA/Testing skills with knowledge of product launch cycles

· Excellent problem-solving and troubleshooting abilities.

· Strong communication skills & ability to collaborate with cross-functional teams.

· Able to prioritise according to business needs and deadlines.

· Excellent verbal communication skills.

· Flexibility to support occasionally on evenings, weekends and bank holidays.

Benefits:

· Annual Discretionary Bonus - Up to 15% of previous years earning.

· Monthly phone bills reimbursed – up to £50 per month.

· Free coffee and hot drinks at any of our locations, plus 50% off food items.

· Access to Wagesteam, offering a variety of high-street discounts.

· 5% Interest on savings through Wagestream Build Pot.

· Employee Assistance Programme (EAP) - Access to confidential counselling and advice

· Wellness App through our EAP.

· Pension plan through NEST pensions – 3% employer contribution.

· Free daily breakfast, snacks and commercial coffee machine in the office.

· Monthly pub drinks, biannual staff socials and a fully stocked drinks fridge.

· Rapid career progression and development opportunities.

About Black Sheep Coffee:

Join the thriving team at Black Sheep Coffee, the rapidly expanding 4th largest coffee chain in the UK. With our sights set on further growth, this is an exciting opportunity to be part of our success story.

Since our establishment in 2013, we have captivated coffee lovers with our commitment to quality and innovation. As a testament to our dedication, we have risen to become one of the leading players in the UK coffee scene.

With our continuous expansion plans, there has never been a more exciting time to join us. As a member of our team, you will have the chance to contribute to our upward trajectory and be part of our ambitious journey towards shaping the future of the coffee industry. We foster a dynamic and collaborative work environment where your ideas are valued, and your professional growth is encouraged. With a strong emphasis on teamwork and a passion for excellence, we provide a supportive platform for you to thrive and make a meaningful impact.

Don't miss the opportunity to be part of a rapidly growing company that values innovation, quality, and the power of exceptional coffee. Join Black Sheep Coffee today and embark on a rewarding career that offers unlimited potential.