Remote IT Field Service Engineer

At American Golf, we're passionate about golf and dedicated to helping golfers of all levels enhance their game. We believe in delivering exceptional service, offering expert knowledge, and providing the latest and greatest in golf products. As the largest golf retailer in Europe, we take pride in our commitment to excellence and in fostering a vibrant, customer-focused community of golf enthusiasts.

As a IT Field Service Engineer you will be responsible for providing comprehensive IT support to our retail stores within the South region of the UK and Ireland. The role involves addressing day-to-day IT support needs, including managing Tills, POS systems, and payment systems, as well as supporting store refurbishments, closures, and new store openings. The engineer will also be responsible for providing training to store staff on IT systems and ensuring that all IT equipment is functioning optimally to support store operations.

Key Responsibilities:

IT Support for Stores:

• Provide on-site and remote IT support to retail stores within the assigned geographical area.
• Troubleshoot and resolve issues relating to Tills, POS systems, payment systems and other store IT equipment.
• Conduct proactive maintenance on a scheduled basis to minimise long term issues
• Work with the IT Operations Manager to identify support trends and failures.
• Ensure minimal disruption to store operations by responding promptly to support requests and incidents.
• When needed, work with the IT Operations Manager to cover other regions or assist during peak periods.

Store Projects:

• Assist with IT-related aspects of store refurbishments, closures and new store openings as needed.
• Setup and configure replacement or new IT systems when needed
• Work with the wider business to decommission IT equipment during store closures.

Collaboration and Communication:

• Work closely with Store and Area Managers, and the IT Operations Manager to understand and meet the IT needs of the stores.
• Liaise with the wider IT team and external suppliers to resolve issues.

Training and Guidance:

• Provide training to store staff on the use of IT systems.
• Create and distribute user guides and best practices to ensure staff are confident using IT systems.

Travel and Flexibility:

• Travel extensively within the designated geographical area (South, Midlands, North & Ireland) to provide support.
• Be available for occasional after-hours support during critical store openings, refurbishments, closures or urgent issues.
• Ability to work from home one/two days a week depending on the needs of the stores.
• Travel to the head office on occasion to build relationships with the wider IT team, receive training, company events or announcements.

General Support duties:

• Monitor and update the service desk solution.
• Assist with wider IT support related tickets
• Use, amend and add to the Knowledge Base to improve wider knowledge and understanding.
• Attend daily standup meetings to understand business and IT support priorities.
• Collaborate with external support partners for escalated technical issues.
• Report to the IT Operations Manager, providing updates on system status and projects.

The Candidate:

• IT Support Experience: Proven experience in IT support, preferably in a retail environment.
• Technical Knowledge: Strong knowledge of Till, POS, Payment systems and related hardware/software.
• Efficient Troubleshooting and Problem Solving: Ability to troubleshoot and resolve technical issues efficiently and effectively.
• Clear Communicator and Supportive: Excellent communication skills and interpersonal skills, with the ability to train and support non-technical staff.
• Organised and Multitasking Ability: Strong organisational skills with the ability to manage multiple tasks and priorities.
• Independence & Flexibility: Willingness to travel and work independently in a field-based role.
• Driving & Mobility: Full UK driving license required.

If you're a hands-on IT professional who thrives on solving problems and supporting teams, we want to hear from you. Join us and help keep our retail tech running smoothly across the UK and Ireland.

American Golf is committed to fostering an inclusive and diverse workplace. We welcome applicants from all backgrounds and do not discriminate based on race, gender, age, disability, sexual orientation, religion, or any other protected status. We believe that diversity drives innovation and are proud to be an equal opportunity employer.

We value the diversity of our team and encourage all qualified candidates to apply.