We are looking IT Systems & Support Technician

Works Closely With

Role Purpose

It Support & Day-To-Day Operations

• Provide first and second line IT support across all club locations and Head Office.
• Act as the first point of contact for IT-related issues, logging, prioritising, and resolving incidents in a timely manner.
• Troubleshoot and resolve issues related to hardware, software, network connectivity, and user access.
• Travel between club locations to provide on-site IT support where required.
• Support staff onboarding and offboarding including system access, Microsoft 365 setup, and device provisioning.
• Coordinate with and escalate issues to external IT vendors and service providers when required.
• Minimise disruption to club operations and member experience through proactive issue resolution.

Systems & Software Support

• Support the day-to-day operation of business-critical systems including membership management and CRM platforms.
• Support access control systems, turnstiles, and door controllers.
• Support POS and payment terminals, class booking, and scheduling systems.
• Support Microsoft Windows operating systems and Microsoft 365 environments.
• Assist with system upgrades, patches, and new software rollouts.
• Maintain clear and up-to-date system documentation and troubleshooting guides.
• Maintain data connectivity, system integrations, and API access points required to support business reporting and analytics.

Hardware, Networks & Infrastructure

• Manage and support IT hardware across clubs and Head Office including laptops, PCs, tablets, kiosks, and printers.
• Support access control hardware, CCTV systems, AV equipment, screens, and music systems.
• Support and maintain wired and wireless networks including club and office Wi-Fi.
• Monitor system performance and uptime, identifying recurring issues or risks.
• Maintain an accurate IT asset register and highlight end-of-life or replacement requirements.
• Support IT requirements for new club openings, refurbishments, and relocations.

Cybersecurity, Data Protection & Compliance

• Support cybersecurity best practices including user access controls, antivirus, endpoint protection, and system updates.
• Assist with data protection and confidentiality requirements in line with company policies and local regulations.
• Support backup processes and basic disaster recovery procedures.
• Identify, report, and escalate potential security risks or incidents promptly.

Society App Project – Technical Coordination

• Act as the primary internal point of contact for the Society app project, taking ownership of its delivery from an IT, infrastructure, integration, and security perspective.
• Coordinate with the external development company on all technical matters required to complete the project, including system integrations, API access, data connectivity, and environment/hosting requirements.
• Provide the external developer with the technical detail they require on Society’s existing systems – including the membership platform, booking, payments, and access control – to enable accurate integration.
• Translate the business and member requirements for the app into technical actions, liaising directly with internal stakeholders and the external developer to keep the project on track.
• Support technical testing, troubleshooting, and issue resolution during the build, user acceptance testing (UAT), and post-launch phases.
• Ensure the app meets Society’s cybersecurity, data protection, and access-control standards, identifying and escalating technical risks as required.
• Support ongoing technical maintenance, updates, and integrations post-launch in coordination with the external developer.

Reporting & Dashboard Development

• Build and maintain operational dashboards and reports – using tools such as Power BI and Excel – to give department heads and senior leadership clear visibility of business performance.
• Consolidate data from core business systems – including membership, CRM, POS, and booking platforms – into accurate, consistent reporting outputs.
• Work with department heads to understand reporting requirements and translate them into practical, easy-to-read dashboards.
• Automate data refresh and reporting processes where possible to reduce manual effort and improve reliability.
• Maintain data accuracy, investigating and resolving discrepancies, and keep clear documentation of data sources and reporting logic.

Continuous Improvement & Development

• Proactively identify opportunities to improve IT systems, processes, and user experience.
• Make practical recommendations regarding software solutions, hardware upgrades, and workflow improvements.
• Support automation and efficiency initiatives where appropriate.
• Stay informed on relevant IT trends and best practices.

What Success Looks Like (Kpis)

• High system uptime with minimal disruption to club operations.
• Fast and effective resolution of IT issues.
• Positive feedback from internal stakeholders and club teams.
• Low recurrence of repeat IT issues.
• Secure and compliant IT systems with no major incidents.
• Smooth onboarding and offboarding of staff.
• Accurate and well-maintained IT documentation and asset records.
• Reliable data connectivity and system availability underpinning accurate business reporting.
• Dashboards and reports are accurate, kept up to date, and actively used by department heads and senior leadership.
• Society app integrations and technical requirements delivered correctly and on time, with technical issues resolved efficiently alongside the external developer.

Experience & Qualifications

• 2–5 years’ experience in an IT support, systems, or generalist role.
• Experience supporting both hardware and software in a business environment.
• Exposure to multi-site, retail, hospitality, or fitness environments preferred.
• Experience supporting Windows operating systems and Microsoft 365.
• Familiarity with networking fundamentals including Wi-Fi, routers, switches, and cabling.
• Experience supporting access control, CCTV, POS, or CRM systems is an advantage.
• Basic understanding of APIs and system integrations is a plus.
• Experience building dashboards and reports in Power BI and/or Excel, and consolidating data from business systems, is an advantage.
• Relevant IT certifications (e.g. CompTIA, Microsoft, networking) advantageous but not essential.
• Willingness to travel between sites as required.

Key Competencies

• Hands-on problem solving
• Calm and methodical under pressure
• Clear communication with non-technical users
• Strong attention to detail
• Ownership and accountability
• Ability to prioritise and manage workload effectively
• Collaborative team player within a small IT function
• Continuous improvement mindset