IT Systems & Support Technician

Role overview

The IT Systems & Support Technician role sits within the IT department of the Society Sport Center and reports to the Group IT Manager, with a dotted-line relationship to the Operations Director. This is a practical, hands-on position responsible for keeping the organisation’s technology stable, secure, and responsive across all club sites and Head Office.

The position is centred on daily IT support, reliable systems operation, cybersecurity awareness, and ongoing service improvement. It also includes technical coordination for the Society app project, working closely with an external development partner, and creating dashboards and reports that help leadership monitor performance and operations.

Immediate joining is preferred.

Core IT support and operations

You will be the first point of contact for IT-related problems, handling incidents from logging through to resolution with appropriate prioritisation. The role covers both first- and second-line support across all locations, including hardware, software, network access, and user account issues.

Regular site travel may be required to provide hands-on support at club locations. You will also assist with staff joiner and leaver processes, including account setup, Microsoft 365 configuration, and device preparation. Where necessary, you will work with external vendors and service providers to resolve issues and reduce disruption to club activity and member experience.

Systems, software, and infrastructure support

This role supports day-to-day operation of essential business systems such as membership management, CRM, access control, turnstiles, door controllers, POS, payment terminals, class booking, and scheduling platforms. You will also maintain support for Microsoft Windows environments and Microsoft 365 services.

Additional duties include helping with system upgrades, patching, and software deployments, while keeping troubleshooting notes and documentation current. The position also involves maintaining connectivity and integrations between systems, including API touchpoints that support reporting and analytics.

On the infrastructure side, you will manage and support equipment such as laptops, desktops, tablets, kiosks, printers, CCTV, AV equipment, screens, and music systems. You will also help maintain wired and wireless networks, including office and club Wi-Fi, monitor uptime, track recurring issues, and keep an accurate asset register with replacement planning for ageing equipment.

Support for new club openings, refurbishments, and relocations is also part of the job.

Cybersecurity, data protection, and compliance

The role requires strong support for security best practice, including access control, antivirus protection, endpoint security, and timely system updates. You will assist with data privacy and confidentiality requirements in line with internal policies and local regulations.

You will also contribute to backup routines and basic disaster recovery processes, while promptly identifying and escalating any suspected vulnerabilities, incidents, or security risks.

Society app project coordination

As the main internal technical contact for the Society app project, you will help drive delivery from an IT, infrastructure, integration, and security standpoint. This includes coordinating with the external development company on integration requirements, API access, hosting and environment needs, and data connectivity.

You will provide technical information about existing Society systems such as membership, bookings, payments, and access control so the developer can build accurate integrations. The role also involves translating internal business and member needs into technical actions, supporting testing and user acceptance testing, troubleshooting issues during build and launch, and helping maintain the app after go-live.

Security, data protection, and access control standards must be upheld throughout the project, with technical risks escalated where needed.

Reporting and dashboard development

You will develop and maintain operational dashboards and reports using tools such as Power BI and Excel to give department heads and senior leaders clear operational visibility. This includes combining data from systems such as membership, CRM, POS, and booking platforms into reliable reporting outputs.

You will work with internal stakeholders to understand reporting requirements, automate refreshes where practical, investigate data inconsistencies, and document reporting logic and source data clearly.

Continuous improvement

The role also calls for proactive process improvement. You will identify opportunities to streamline systems, improve user experience, suggest practical technology upgrades, and support automation and efficiency initiatives where appropriate. Staying current with relevant IT trends and best practices is expected.

Success measures

• High uptime and minimal disruption to operations
• Quick, effective resolution of IT incidents
• Positive feedback from internal teams and stakeholders
• Few repeat issues and recurring faults
• Secure, compliant systems with no major incidents
• Smooth onboarding and offboarding of employees
• Well-maintained documentation and asset records
• Reliable data connectivity supporting accurate reporting
• Dashboards and reports that are current and actively used by leadership
• App integrations and technical tasks delivered correctly, on time, and with issues resolved efficiently alongside the external developer

Experience and qualifications

The preferred background is 2 to 5 years in an IT support, systems, or generalist technology role. Experience with both hardware and software in a business environment is required, and exposure to multi-site, retail, hospitality, or fitness settings is considered an advantage.

Strong familiarity with Windows operating systems and Microsoft 365 is expected, along with working knowledge of networking fundamentals such as Wi-Fi, routers, switches, and cabling. Experience supporting access control, CCTV, POS, or CRM systems would be beneficial.

A basic understanding of APIs and system integrations is an added plus, as is experience creating dashboards and reports in Power BI and/or Excel by combining data from multiple business systems. Relevant certifications such as CompTIA, Microsoft, or networking credentials are useful but not mandatory.

The role requires willingness to travel between sites as needed.

Key competencies

• Practical, hands-on problem solving
• Calm and structured approach under pressure
• Clear communication with non-technical users
• Strong attention to detail
• Accountability and ownership
• Ability to prioritise and manage workload well
• Team-oriented approach within a small IT function
• Mindset focused on continuous improvement