2nd Line Technical IT Support Engineer

Hotality IT Solutions Ltd; Basingstoke; On-site; GBP 27,000 - 35,000; Full time

Benefits offered by this job

Private medical cover

Company pension

IT training

Amazon vouchers

Team meals

Away-days

Happy staff

Job summary

Hotality IT Solutions Ltd. is seeking a 2nd Line Technical IT Support Engineer in Basingstoke to provide advanced support for hospitality clients, escalate to 3rd line as needed, and maintain system availability. The role requires on-site work, a valid UK driving license, and 28 days of annual leave including bank holidays.

You will diagnose hardware, software, and network issues, assist in project rollouts, and contribute to a positive customer-focused culture with a competitive salary.

Qualifications

• Experience providing IT support in a hospitality or similar customer-focused environment is beneficial.
• Essential: experience installing, configuring and troubleshooting Windows desktops and applications.
• Knowledge of Windows servers, Hyper-V, ESXi, Mitel and 3CX is useful but not required.

Responsibilities

• Diagnose and troubleshoot hardware, software and network issues for hospitality clients.
• Perform system administration tasks and manage user accounts/permissions.
• Respond to help desk tickets and document solutions with clear notes.

Skills

Customer-focused service

Team collaboration

Problem-solving

Time management

Tools

Windows desktops

Windows servers

Hyper-V

ESXi

Mitel

3CX

Networking

Job description

Company Description Hotality IT Solutions Ltd is a specialist IT consultancy providing support and outsourcing services to the hospitality sector, with nationwide coverage and 24/7/365 support. The company focuses on 4- and 5-star independent hotels and small groups, delivering tailored IT projects, solutions, and ongoing IT support.

Role Description The 2nd Line Technical IT Support Engineer is a full-time role based in Basingstoke from 9am to 6pm weekdays. This position involves providing advanced technical support for hospitality clients, escalating issues to 3rd line support as needed, and ensuring the smooth operation of IT systems and infrastructure. Day-to-day responsibilities include diagnosing and troubleshooting hardware, software, and network problems, performing system administration tasks, and managing user accounts and permissions. The engineer will respond to help desk tickets, document solutions, support project rollouts, and work closely with hotel staff and internal teams to maintain high service levels and system availability.

You must have a valid UK driving license and your own car - business mileage is reimbursed. (This is not a work-from-home role.) With 28 days annual leave including England bank holidays.

We don’t have the usual 'us' and 'them' culture because our engineers get involved in every area of IT, so sometimes a 3rd Line engineer is on the Support Desk whilst a 2nd Line engineer is out doing a project or a site visit and vice-versa.

You would have the option to join the on-call rota if desired, shared with other engineers, with escalation to a 3rd-Line engineer.

If you have previous experience of providing IT support and services to the hospitality industry this would be advantageous. Experience of installing, configuring and troubleshooting Windows desktops and applications is essential. Knowledge of troubleshooting Windows servers, HyperV, ESXi, Mitel and 3CX, networking and hotel systems is useful but by no means essential.

The hospitality industry is all about providing good customer service, and that’s exactly the same for us too, so you would need to share this same positive customer-focused ethos.

If you’ve a passion for IT and enjoy the feeling of pride when you’ve done a good job you’ll find working at Hotality a positive, rewarding and enjoyable experience working alongside other like-minded engineers. In return, we offer a competitive salary between £27,000 – £35,000 depending upon experience.

Benefits include private medical cover, great workplace pension that puts you in control (unlike many other Employers pension schemes), training in many IT systems, services and hardware, two £50 Amazon vouchers a month drawn as a competition amongst the engineers, team meals, away-days and happy staff.

Hotality IT Solutions Ltd is an equal opportunities employer and does not discriminate on the grounds of age, race or gender. Your information may be kept on file for a period of no more than 3 months once this job post has been filled. Individual applicants only please, no recruitment agencies. A subsidiary company of Hotality Group Ltd.