Role Purpose & Overview

Key Accountabilities

• Take full ownership of the BAU ticket queue, resolving day-to-day issues including content layouts, minor theme changes, and bug fixes.
• Provide second-line support for escalated tickets, troubleshooting plugin conflicts, redirects, tracking snippets, and form issues.
• Ensure timely resolution and clear communication with internal stakeholders to maintain high levels of platform uptime.

• Manage and document Cloudflare DNS configurations, ensuring clear audit trails and naming conventions.
• Standardise hosting environments, including SSL/TLS management, backup protocols, and proactive monitoring.
• Establish a rigorous WordPress maintenance cadence, managing core, theme, and plugin updates with robust regression testing.
• Champion security hygiene through vulnerability response, access reviews, and plugin rationalisation.

Key Responsibilities

• Execute incremental website improvements, such as template updates, performance "quick wins," and UX refinements.
• Collaborate with the project team to implement website-linked initiatives and troubleshoot implementation hurdles.
• Maintain visual and functional consistency across all Wilderness brand websites.

• Troubleshoot and resolve issues with embedded Salesforce forms and website-to-CRM data flows.
• Triage and fix straightforward API integration issues (configuration, endpoints, and payload validation).
• Liaise with senior engineers to escalate complex architectural changes or deep Salesforce engineering requirements.

• Create and maintain a comprehensive site register and "runbooks" for common fixes and change control.
• Contribute to the continuous improvement of the web development workflow and deployment processes.

What do we typically look for in successful candidates across all roles?

• Good IT skills with experience in cloud-based CRM systems such as Salesforce, Google Drive and Mac applications.
• Strong administration and organisational skills, with the ability to maintain accuracy even when busy.
• Effectively balances multiple tasks and deadlines, ensuring work is completed accurately and to a high standard.
• Good interpersonal skills, awareness and emotional intelligence with an ability to develop and sustain internal & external business relationships.
• A natural collaborator who enjoys working in teams with a diverse range of individuals.
• Is committed to sustainability and is an advocate for wild places and our planet.
• A genuine interest, knowledge and passion for adventure in the regions where Wilderness Group operates, wild places and adventure.
• A commitment to some weekend work to support with any 'out of hours' operational requirements.

Preferred role-specific Skills, Knowledge & Experience

• Expertise in WordPress (Custom theme development, PHP, MySQL).
• Proficiency in HTML5, CSS3/SCSS, and JavaScript (including jQuery).
• Experience with WordPress tools like ACF (Advanced Custom Fields) and template engines.

• Practical experience with Cloudflare and complex DNS management.
• Hands-on experience with hosting environments (VPS/Cloud), SSL/TLS, and automated backup systems.
• Strong understanding of WordPress hardening and security best practices.
• Knowledge of performance optimisation techniques (caching, Core Web Vitals).

• Familiarity with Salesforce (web-to-lead patterns and embedded forms).
• Version control using GitHub and modern code editors (VS Code).
• Experience with analytics and tracking tools (GA4, GTM).

• Self-directed delivery: Ability to manage a high-volume queue with minimal supervision.
• Strong problem-solving skills with a focus on "permanent fixes" over "patches."
• Excellent written communication for documentation and stakeholder updates.

• Reliable & Disciplined: You take pride in "keeping the lights on" and making systems run better than you found them.
• Collaborative: You enjoy supporting others and translating technical issues into clear solutions.
• Detail-Oriented: You understand that in BAU, the small details (like a broken redirect or a slow-loading image) impact the brand.

How to Apply

1. Which role you are applying for. 
2. Relevant experience and transferable skills you can bring to this role, including how you manage a varied workload.
3. How you will enhance the performance of our Tech Team.
4. Describe a recurring technical issue or manual process that was inefficient or prone to error, and explain the permanent solution you engineered to streamline it.

Diversity, Equity and Inclusion