2nd-Line Technical IT Support Engineer

Hotality IT Solutions Ltd; Basingstoke; On-site; GBP 26,000 - 35,000; Full time

Job summary

A leading IT service provider in Basingstoke is seeking a 2nd-Line IT Support Engineer. Responsibilities include taking support calls, on-site visits, and customer management. Ideal candidates will have experience in IT support, particularly in hospitality or education sectors. A valid UK driving license is necessary. The role offers a competitive salary between £26,000 and £35,000 depending on experience, along with benefits including private medical cover and a great pension scheme.

Benefits

Private medical cover

Workplace pension

Training opportunities

Team meals

Away-days

Two £50 Amazon vouchers monthly for top employees

Qualifications

• Must have experience in providing IT support services.
• Knowledge of troubleshooting Windows servers is advantageous.
• Experience with hotel systems is useful but not essential.

Responsibilities

• Take support calls and follow escalation procedures.
• Undertake on-site visits for customer support.
• Liaise with customers and suppliers to resolve issues.

Skills

Troubleshooting Windows desktops and applications

Customer service ethos

Valid UK driving license

Experience in hospitality or education sectors

Tools

Windows Servers

HyperV

ESXi

Mitel

3CX

Networking systems

Hotel systems

Job description

Overview

Who we are looking for? We are recruiting for 2nd-Line IT Support Engineer, based at our Basingstoke head office.

What is the job role? Your duties would include a mixture of:

• Support – to take support calls from our customers in accordance with the prevailing escalation and resolution procedures.
• Scheduled visits - undertake on-site visits to our customers in the South and London areas.
• Customer and supplier management – liaising with customers and suppliers, escalating issues as appropriate.

Working from 09:00-18:00 weekdays with an hour for lunch, you would work from the office unless needed to visit one of our customers, so 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 join the on-call rota that is shared with other engineers, escalating to a 3rd-Line engineer if needs be, and the existing out of hours engineers can\'t fix the issue.

You must hold a valid UK driving license since travel could be required to our customers. If you have previous experience of providing IT support and services to the hospitality and education sectors 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 is by no means essential.

Who are we?

We provide IT services to over 230 hotels across the UK and Ireland. What sets us apart from many of our competitors is we don’t just do IT support – we also do Wi-Fi, phone systems, CCTV, networking, in-room TV entertainment/casting solutions and lots more. We probably see more and do more in a week than other IT providers do in months.

We always want to put in a long-term fix for issues - that's always the goal - so that is why we have far fewer out of hours calls than other MSPs. You can see some of the work our engineers do on our Blog at https://hotality.co.uk/blog

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 £26,000 – £35,000 depending upon experience.

Benefits

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 for the two best employees, team meals, away-days and happy staff.

If this appeals please send a copy of your CV to us.

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.