Help Desk IT Support Technician II

OpenTable, Inc.; City of Westminster; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A global technology company in the United Kingdom is seeking a Help Desk Tier II to manage technical support for hardware and software issues. The candidate will also lead IT projects and ensure efficient resolution of complex problems in a fast-paced global environment. Ideal applicants will excel in customer service, be adaptable in a diverse team setting, and possess robust technical skills in scripting and system management.

Benefits

Work from (almost) anywhere for up to 20 days per year

Company-paid therapy sessions

Paid volunteer time

5 weeks paid vacation

Development dollars

Private health and dental insurance

Discounted gym membership

Qualifications

• Broad technical skill set with a passion for delivering customer service.
• Experience with identity access management (Okta).
• Knowledge of audio/visual hardware and software support.

Responsibilities

• Provide technical support through chat, email, and remote.
• Lead internal IT projects and identify service automation opportunities.
• Test and configure end‑user hardware and software.

Skills

PC and Mac hardware/software support

ITSM and Service Desk management concepts

Network troubleshooting experience

Exceptional written and verbal communication skills

Scripting experience (bash, PowerShell, Python)

Collaborative attitude – team player

Flexibility and ability to multitask

Tools

Office 365

GSuite

Zapier

Workato

Job description

OpenTable is currently seeking a Help Desk Tier II for our Global IT Help Desk team called TechTable. This person will serve as the escalation point for the TechTable team and resolve complex technical problems related to hardware, software, and access. They’ll also lead IT projects and become a subject matter expert on internal tools and systems.

What You'll Do

• Provide a wide range of technical support to end users through chat, email, and remote support.
• Lead internal IT projects.
• Identify service automation opportunities.
• Perform systems administration (Okta, Azure, Intune, Jamf, and others).
• Support corporate office systems and teams.
• Manage and support Telcomm / Video Conference services.
• Test and configure end‑user hardware and software.
• Support employee onboarding and offboarding.
• Create, curate, and revise knowledge base documentation and company‑wide technical communications.
• Manage your ticket queue with SLAs in mind.

Our Ideal Candidate

Our ideal candidate is a self‑motivated individual with a broad technical skill set and a passion for delivering world‑class customer service. They should be highly adaptable and ready to work in a fast‑paced global enterprise environment. Things move quickly, so you’ll be expected to handle competing priorities instinctively while meeting deadlines and staying focused on getting the job done. Additionally, the candidate should possess strong critical‑thinking skills and the ability to devise solutions to technical or process‑related issues in a complex environment.

You should be comfortable writing knowledge base documentation, scripting, and working with Windows servers and cloud/SaaS systems. You should also enjoy working closely with other teams in Security, Infrastructure, and Network Operations.

Required Skills and Experience

• PC and Mac hardware/software support.
• Computer system security and compliance policies.
• ITSM and Service Desk management concepts.
• Experience supporting GSuite & Office 365.
• Experience with workflow tools such as Zapier, Workato, or similar for integration and automation.
• In‑depth knowledge of identity access management (Okta).
• Scripting experience (bash, PowerShell, Python, etc.).
• Audio/visual hardware and software support.
• iOS and Android mobile device support.
• Network troubleshooting experience.
• Computer security and threat protection concepts.
• Basic project management concepts.
• Collaborative attitude – team player.
• Patient, positive, and supportive attitude.
• Exceptional written and verbal communication skills.
• Flexibility and ability to multitask in a fast‑paced environment.

Benefits & Perks

• Work from (almost) anywhere for up to 20 days per year.
• Focus on mental health and well‑being: Company‑paid therapy sessions through SpringHealth.
• Company‑paid subscription to Headspace.
• Annual company‑wide week off a year – the whole team fully recharges (and returns without a pile‑up of work!).
• Paid parental leave.
• Generous paid vacation time off for your birthday.
• Paid volunteer time.
• Development dollars.
• Leadership development.
• Access to thousands of on‑demand e‑learning courses.
• Travel discounts.
• Employee resource groups.
• 5 weeks paid vacation.
• Private health and dental insurance.
• Income protection and life assurance.
• Employee assistance program – including 24/7 GP and free legal advice.
• Pension plan contributions.
• Discounted gym membership.
• Bike‑to‑Work.
• Season ticket loan.
• Social events and Thursday happy hours.
• Free lunch 2 days per week.

Work Environment & Flexibility

OpenTable prides itself on fostering a global and dynamic work environment. As a team member, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications—via calls, Slack messages, or emails—outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations.

Inclusion is a core value—we’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we’re building a team as dynamic as the diners and restaurants we serve, fostering a culture where everyone feels welcome to be themselves.

OpenTable is part of Booking Holdings Inc. (NASDAQ: BKNG) and has 25 years of experience in the industry.