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TOCA Social is the world's first dining and entertainment experience with a football twist, and it's set to change the game! With venues already operating in The O2, London and The Bullring, Birmingham, TOCA Social are ready for global growth with our next venues opening in London, Paris, Mexico and Dallas!
At TOCA Social, Everybody Plays! Football knowledge is not required, so if you thrive being in an energetic and fun environment you'll quickly fall in love with our concept!
Job Highlights
Location: London, UK
Reports to: Engineering Programme Manager
The Product Support Engineer role is vital in supporting our venue technical teams and in driving continuous improvement of our technology products and processes.
Role Scope & Responsibilities:
* Act as a second-line support resource, answering calls, logging, and resolving escalated requests via a ticketing system.
* Provide on-site and remote troubleshooting of issues related to TOCA systems, including IT/AV, mechanical, electronic, and other systems.
* Collaborate with engineering, development, and QA teams to address technical challenges and identify trends in reported issues.
* Assist in product testing, validation, and engineering tests, generating reports to define new tech and recommend system improvements.
* Contribute to Mechatronic development to enhance product performance through continuous improvement and innovation.
* Conduct training sessions for internal and external teams on product usage, troubleshooting, and technical deployment.
* Develop and maintain technical documentation, FAQs, service manuals, retrofit instructions, and technical bulletins.
* Support new venue technical deployments, including installation of TOCA tech and providing post-deployment training.
* Manage and perform technical service and maintenance of TOCA systems within the tech warehouse while ensuring safety and inventory management of Box Systems.
* Monitor and analyse stakeholder feedback and recurring system issues, working alongside the Engineering Support Manager to create and implement resolution plans.
* Stay up to date on new product features and improvements to enhance technical support and ensure system performance.
Qualifications & Experience:
* A self-starter and highly focused individual.
* Eager to grow with the business and keen to get stuck in.
* A creative and enthusiastic mindset.
* Ability to work under pressure and at pace, overcoming challenges with a positive attitude.
* An excellent communicator who can be reactive and proactive!
* Organised and diligent Engineer, with experience of creating detailed and clear reports.
* 3 years minimum experience in technical support or engineering roles.
* Minimum Degree qualified in Mechanical, Electrical or Mechatronic Engineering.
* Strong organisational and reporting skills.
* Ability to diagnose and troubleshoot technical issues.
* Experience using hand tools.
* Experience with machinery maintenance.
* Mechanical and Electronic Assembly.
* Ability to provide step-by-step technical help, both written and verbal.
* Microsoft Office/Google Suite experience.
* Good understanding of AV/IT systems.
* Experience with technical documentation.
* A punctual and reliable individual with a great attitude and work ethic!
* Available to occasionally work evenings and weekends.
What we would love you to have, but is not a dealbreaker:
* Experience with Linux-based Operating systems.
* Experience in Networking (firewalls, routers, switches, VPN, wireless).
* A quick learner with the ability to work under pressure in a fast-paced environment.
* Passionate about delivering on high-quality technology.
* Experience in several of the following areas: AV/IT, Mechanical maintenance, Mechatronic systems, multi-redundant networking systems and computer vision.
* Working knowledge of operating systems, specifically Linux environments.
* Experience of Mechatronic control.
Benefits:
You'll have full access to our TOCA Treats, which includes (but is not limited to!):
* Discretionary company bonus.
* Private medical insurance, family cover.
* Complimentary TOCA games.
* Huge discounts on our F&B.
* Local retail & hospitality discounts.
* Teammate Assistance Programme with access to free counselling sessions.
* Great progression opportunities as we expand.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
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