3rd Line Support Engineer

Hotel Chocolat; Northampton; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a 3rd Line Support Engineer to join their dynamic IT team. This role offers the chance to tackle complex technical challenges while supporting a range of business systems. You'll work closely with both internal teams and external vendors, ensuring seamless operations and continuous improvement of technical documentation. With a flexible onsite location and generous employee discounts, this position is perfect for tech enthusiasts eager to make a significant impact in a thriving company. Join a leading brand that values innovation and excellence in every aspect of its operations.

Benefits

50% discount on products

70% discount at Rabot Estate

Flexible onsite location

Qualifications

• Experience in a 3rd Line support role with a track record of resolving complex technical issues.
• Strong technical troubleshooting skills and ability to articulate complex processes clearly.

Responsibilities

• Provide 3rd line support for hardware, core software, and business systems.
• Triage SQL job failures/errors and troubleshoot issues to resolution.

Skills

3rd Line Support

Technical Troubleshooting

Problem Solving

Communication Skills

Attention to Detail

Logical Thinking

Learning New Technologies

Tools

Windows

MacOS

Office 365

SQL

Networking Devices

VMware

Azure

Job description

As we continue our mission to make people and nature happy through chocolate, we're looking for a 3rd Line Support Engineer to join our IT Team on a permanent basis.

Are you passionate about technology and solving complex problems? Do you thrive in dynamic environments where every day presents a new challenge? If so, we have the perfect opportunity for you to unleash your talents as a 3rd Line Support Engineer!

Joining an established team, you will provide support and guidance for all Hotel Chocolat business systems and technologies.

Thinking outside of the box to provide 3rd line support to the Service Desk and end users across all areas of Hotel Chocolat, troubleshooting IT problems onsite or remotely, with a focus on key business systems.

Alongside our IT Senior Application Support Engineer, you will liaise with key software vendors to log and update all support related matters from initial investigation through to resolution.

As well as a competitive salary and a range of company benefits, you'll receive 50% discount on all products, and a 70% discount for you and your guests when you stay at our Rabot Estate hideaway on the paradise island of Saint Lucia.

The onsite location for this role can be flexible and open for discussion as part of the interview process. Our main sites are our Head Office in Royston (Herts), Factory in Huntingdon (Cambs), and Distribution Centres in both St Neots (Cambs) and Harpole (Northampton).

What you'll be doing....

• Provide 3rd line support for Hotel Chocolat's hardware, core software, and business systems.
• Triage SQL job failures/errors, resolving or assigning either to internal Development/Data team or to the relevant 3rd party.
• Troubleshoot issues through to resolution, working in partnership with 3rd parties or internal teams.
• Ensure that progress on tickets is communicated effectively using service desk tools, phone or face-to-face as appropriate.
• Be part of the go-live and change control process for systems and technology to enable successful 3rd line support.
• Continuously improve knowledge and understanding across the Hotel Chocolat software and hardware environment to support ability to efficiently triage 3rd line activity.
• Maintain technical documentation and guides to support the 3rd line function.
• Where appropriate, provide knowledgebase documentation for the 1st/2nd line Team members to enable resolution to avoid the need to escalate to 3rd line.

Who you are...

Essential Experience

• Demonstrated experience in a 3rd Line support role, with a strong track record of resolving complex technical issues.
• Logical thinker with strong attention to detail.
• Strong technical troubleshooting skills and problem solving with the ability to think out of the box and triage issues to isolate the root cause.
• Excellent communication skills.
• Desire and ability to learn new products and technologies.
• Be able to articulate or document complex processes in a clear and understandable way.

Advanced knowledge of:

• Desktop operating systems (Windows, MacOS).
• Office 365 (Outlook, Teams, OneDrive, Sharepoint).
• PC, Mac & EPoS hardware & peripherals.
• Mobile devices (iPhone, Android) & MDM.

Desirable Experience

• Windows Servers.
• Exchange / Office 365.
• Azure.
• Networking devices (switches, routers, WiFi access points).
• VMware or Hyper V.
• SQL Job Management experience.
• SQL Command Language.

Who are we?

We're one of the UK's favourite premium chocolate brands, with a range of products spanning luxury gifts, alcohol and our pioneering drinking chocolate system, the Velvetiser.

A cacao pod takes years to grow - it can't be rushed if it's going to be just right for our products. The same can be said for Hotel Chocolat, which originally started as a mint production company before we realised it was luxury chocolate that we were really passionate about.

Now, we're market leaders in the industry. What began as an online-only business grew to over 140 stores across the UK, and we're still growing... Today, we're multi-category, multi-channel, and multi-territory, and our customers, colleagues, cacao farmers and suppliers all benefit from the success we make together.

To learn more about us and read about our People Pledge - our commitment to equality, diversity and inclusion - click here: hotelchocolat.com/uk/engaged-ethics/our-people.html