Desktop Support Engineer

Blackhawk Network (BHN) Europe; Hemel Hempstead; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading global payment solutions provider is seeking an IT Support specialist to coordinate IT services within the UK and EMEA. Responsibilities include managing corporate hardware, overseeing asset management, and providing expert-level IT support. Candidates should be proficient in Windows and MacOS, have relevant certifications, and strong experience in both face-to-face and remote IT support. The company offers extensive employee benefits and hybrid working options.

Benefits

25 days annual leave

Birthday time off

Enhanced maternity/paternity pay

Private medical insurance

Employee assistance programs

Health and wellness benefits

Qualifications

• Expert-level experience providing IT support both remotely and in person.
• Experience in planning and leading complex IT projects.
• Building dynamic reports and documenting processes.

Responsibilities

• Manage corporate hardware and network infrastructure.
• Oversee asset management for staff.
• Handle imaging and deployment of laptops for new hires.

Skills

Complex IT support

Ticket management systems

Windows 10

Windows 11

MacOS

Networking

Logistics

Cultural skills

Education

IT support certifications (Microsoft, Mac, Cisco, ITIL 4 Foundation)

Tools

Microsoft 365

ServiceNow

SCCM

Jamf

Zoom

Microsoft Teams

Okta

Duo

Intune

Confluence

Job description

About Blackhawk Network

Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds, and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.

Overview

This IT Support role in Apsley is responsible for coordinating all Corporate IT services and projects within the UK and EMEA, with support from colleagues in EMEA, India, Australia, and a global support team based in California, the UK, and El Salvador.

This role supports approximately 450 staff in the UK, 100 in EMEA, and up to 6000 globally, using laptops running Windows 10, Windows 11, and MacOS.

The Onsite Service Desk team provides local support to global IT leads in areas such as IT Support, Desktop Engineering, Networking, Voice & Data, and Infosec.

The ideal candidate will have expert-level experience providing complex IT support remotely and in-person, with familiarity in ticket management systems, and hold technical certifications in IT support, desktop support, service management, networking, logistics, or shipping/customs.

Experience in planning and leading complex IT projects, building dynamic reports, documenting processes, automating business workflows, coaching colleagues, and possessing regional language and cultural skills are highly desirable.

Immediate Responsibilities

• Manage corporate hardware in the Apsley office and UK, including network infrastructure and AV equipment.
• Oversee asset management for staff based in Apsley and assist with asset management across EMEA.
• Handle imaging and deployment of laptops for new hires, replacements, acquisitions, and refresh projects.
• Lead local projects such as Zoom Room installations, bulk laptop refreshes, and platform migrations.
• Represent global Corporate IT locally within EMEA.
• Support global team remotely via phone support on a regular basis.

Future Goals

• Standardize support processes in India to align with global standards.
• Document local and global processes and variations.
• Improve and standardize global support and knowledge sharing.
• Identify and implement improvements to increase efficiency.
• Coach colleagues in Service Management best practices.

Qualifications

• Extensive experience in remote and face-to-face IT support.
• Proficiency with Windows 10, Windows 11, MacOS, SCCM, Jamf, Zoom, Microsoft Teams, Okta, Duo, Intune, Confluence, Microsoft 365, ServiceNow.
• Certifications such as Microsoft, Mac, Cisco, and ITIL 4 Foundation.
• Experience supporting VIPs and videoconference equipment.

Benefits

We offer a competitive range of Employee Benefits designed to improve work-life balance, reduce stress, and foster a positive culture. Benefits include 25 days of annual leave, additional appreciation and volunteer days, birthday time off, enhanced maternity/paternity/adoption pay, pension, income protection, private medical insurance, employee assistance programs, recognition rewards, and other health and wellness benefits. We also provide hybrid working options, team activities, free eye tests, and discounts through various savings schemes.