Guest-Focused IT Support Engineer

Ennismore International Management Limited; Witney; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

50% F&B discounts at all 4 manor-rests

Estelleversary gifting

Cycle to Work scheme

Uniform provided and on-site seamstres

28 days holiday

Pension and life assurance

Perkbox discounts

Job summary

Estelle Manor in Oxfordshire is seeking a proactive IT Support Engineer to deliver first and second line support across hardware, software, networks and business systems within our luxury resort. You’ll diagnose issues, manage user accounts, support Microsoft 365, and keep IT equipment running to minimise disruption for guests and colleagues.

You will be the frontline contact via the service desk, log incidents, follow ITIL processes, assist with device setup, and escalate complex problems.

Qualifications

• Experience in an IT Support, IT Technician, or 1st/2nd Line Support role.
• Experience supporting hospitality technology platforms and hardware (EPOS, PMS, payment, and integrated business systems).
• Good customer service mindset and ability to provide best-in-class IT support.
• Working knowledge of Microsoft 365 and Windows/macOS.
• Familiarity with service desk tools like ManageEngine or ServiceNow is desirable.
• Willingness to learn and adapt; on-site availability across departments and systems.
• Strong communication and proactive attitude.

Responsibilities

• Acting as a primary contact for IT support requests via the service desk.
• Logging, categorising, and prioritising incidents and service requests in line with ITIL processes.
• Providing support for business applications, hardware, software, and basic network issues.
• Performing routine troubleshooting and resolving common IT problems at first contact where possible.
• Escalating complex or unresolved issues to senior team members with clear communication.
• Assisting with setup, configuration, and deployment of user devices including laptops, desktops, mobile devices, and peripherals.
• Managing user accounts and access permissions in Active Directory, Microsoft 365 and other business systems.
• Maintaining accurate ticket updates and clear communication with users throughout resolution.
• Supporting basic connectivity issues including networks, Wi‑Fi, VPN, and related equipment.
• Contributing to a positive IT service experience for colleagues and guests alike.

Skills

IT Support

Customer service

Microsoft 365

Active Directory

Windows

macOS

Tools

EPOS

PMS

Booking systems

ManageEngine

ServiceNow

VPN

Job description

Estelle Manor in Oxfordshire is seeking a proactive IT Support Engineer to deliver first and second line support across hardware, software, networks and business systems within our luxury resort. You’ll diagnose issues, manage user accounts, support Microsoft 365, and keep IT equipment running to minimise disruption for guests and colleagues.

You will be the frontline contact via the service desk, log incidents, follow ITIL processes, assist with device setup, and escalate complex problems.