Desktop Support Engineer - Executive Support

Jet2.com and Jet2holidays; Leeds; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Retail discounts on travel and leisure

Profit-sharing scheme

Jet2 flight and holidays discounts

Hybrid work model

Job summary

Jet2.com and Jet2holidays are seeking a Desktop Support Engineer - Executive Support to join our Desk-Side and First-Time Resolution teams. You’ll manage incidents and service requests, build end-user devices, and participate in major IT projects while supporting VIP users and maintaining proactive health checks.

You’ll need strong Windows, AD, Office 365, VPNs, and networking knowledge, plus ServiceNow experience and superb customer service. Hybrid office pattern applies, with two days on-site.

Qualifications

• Experience resolving issues on laptops, tablets and phones.
• Knowledge of Windows, AD, Office 365, VPNs and networking.
• Experience supporting VIP users and executive stakeholders.
• Familiarity with PowerShell and remote management.

Responsibilities

• Own incidents and service requests from our user community.
• Assist in building end-user devices (laptops, tablets, phones).
• Participate in large-scale, business-wide projects.
• Support VIP users on technical issues.
• Pro-active health-checking and updating of VIP devices.
• Travel to Jet2 events where IT support is required.

Skills

Windows

Active Directory

Office 365

VPNs

Networking

Incident Management

ServiceNow

PowerShell

VIP support

Tools

ServiceNow

Job description

As our new Desktop Support Engineer - Executive Support, you’ll work with highly skilled first and second-line support engineers within the Desk-Side and First-Time Resolution Teams which support the technology-enabled workforce within Jet2.com and Jet2holidays.

As our Desktop Support Engineer - Executive Support, you’ll have access to a wide range of benefits including:

• Many retail discounts on – travel and leisure, health, and wellbeing, eating out, shopping and lifestyle.
• Generous Discretionary Profit Share Scheme after qualifying period.
• Colleague discounts on Jet2.com flights and Jet2holidays packages.
• Hybrid working (we’re in the office 2 days per week).

At Jet2.com and Jet2holidays we’re working together to deliver an amazing journey, literally! We work together to really drive forward a ‘Customer First’ ethos, creating unforgettable package holidays and flights. We couldn’t do it without our wonderful people.

What You’ll Be Doing

• Ownership of Incidents and Service Requests raised by our user community.
• Assisting in the building of end user devices (Laptops, Tablets and Phones).
• Involvement in large scale business-wide projects (involving travel where required).
• Supporting VIP users on technical issues.
• Pro-active health-checking and updating of key VIP devices.
• Travel to Jet2 events where IT support it required.

What You’ll Have

• Be a good "all-rounder" with experience in resolving issues on different types of devices.
• You'll be knowledgeable about Windows, Active Directory, Office 365, VPNs, and networking, as well as Incident Management.
• You'll have excellent people skills.
• Be comfortable supporting users at all levels as providing 'face-to-face' support for important stakeholders is of vital importance for this role.
• Have previous experience of using Servicenow is an advantage.
• Effective triage/workload/time management and great customer service skills are essential for this role.
• Be comfortable working on time critical issues.
• Be familiar with a range of end user technologies including AV/conferencing solutions, mobile and laptop/desktop support.
• Experience with dealing with VIP’s on a regular basis.
• Experience in troubleshooting advanced Microsoft office / 365 issues including Outlook and mailbox management.
• Be comfortable using PowerShell to set parameters not available via GUI.
• Experienced in needing to collaborate with other support teams when needed.