IT End User Experience Technician

Royal Caribbean Group; Weybridge; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading global cruise line seeks an IT End User Experience Technician in Weybridge. The role focuses on delivering IT support and managing hardware/software issues for end-users. Ideal candidates need strong communication skills, teamwork ability, and at least 2 years in an IT support role. Competitive remuneration package including benefits like private healthcare and discounts for staff is offered.

Benefits

Competitive pension

Private healthcare

Life assurance cover

Cruise discounts

Free parking

On-site gym

Flexible work environment

Qualifications

• Strong verbal and written communication abilities.
• Ability to provide excellent client-facing support.
• Ability to work well as part of a team.
• Keen eye for detail and accuracy.
• Ability to self-motivate, learn and grow.

Responsibilities

• Deliver front line support to end-users focusing on IT issues.
• Monitor assigned incident queues and update tickets.
• Support the implementation of new end user technologies.
• Provide orientation and guidance on new software.

Skills

Communication

Customer Service

Teamwork

Attention to Detail

Basic Networking concepts

Intel / Macintosh Workstations

Windows 10, 11/OSX

Network Printers

Mobile Devices support

MO365

Education

2-4 years of experience in IT Help Desk

CompTIA or Microsoft certifications

Tools

ServiceNow

Remote Support Tools

Active Directory/Microsoft Azure

Job description

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IT End User Experience Technician, Weybridge

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Client:

Royal Caribbean Group

Location:

Weybridge, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

d32604373d80

Job Views:

13

Posted:

12.08.2025

Expiry Date:

26.09.2025

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Job Description:

Position Summary

The End User Experience Technician position will be responsible for delivering front line support to end-users as part of the Global IT team, focusing on hardware and software related issues impacting multiple platforms. Candidate must perform job with a high degree of customer service with an emphasis on quality work, along with a good technical knowledge of end user systems.

Essential Duties and Responsibilities:

Monitor assigned incident queue(s), update and action tickets as necessary (Break/Fix services)

Desk side remediation of issues as they are assigned via ServiceNow queue, or via emergency support requests as directed.

Support the implementation of new End user technologies.

Monitor assigned SRM queue(s), update and action work orders as necessary (IMAC Services – install, move, add, change).

Configuration & Deployment of end user hardware.

Physical relocation of IT equipment as required.

Software/ Application installations.

Project work as and when required.

Training and Development: Provide orientation and guidance to users on how to operate new software and computer equipment.

Act of a local point for contact for Intl IT team.

Assist the help desk and global IT teams with troubleshooting to identify root cause and provide technical support when needed.

Design, configure and test computer hardware, monitoring software and operating systems.

Documentation: Maintain accurate records of IT services, solutions, and configurations.

Any other tasks that may be required from day to day.

Knowledge and Skills:

Communication: Strong verbal and written communication abilities.

Customer Service: Ability to provide excellent client-facing support.

Teamwork: Ability to work well as part of a team.

Attention to Detail: Keen eye for detail and accuracy.

Experience in the following systems required:

Basic Networking concepts

Intel / Macintosh Workstations & Laptops

Windows 10, 11/ OSX

Network Printers configuration and support

Mobile Devices (Smartphone / Tablets) – Android / iOS

MO365

Service Now Incident / Service Management Systems

Experience in the following systems preferred but not required:

Lotus Notes/M0365

Remote Support Tools (TeamViewers)

Active Directory/Microsoft Azure

Basic Hardware repair

Windows Autopilot

Microsoft Intune

JamF (Apple MAC Management)

Excellent communication and written skills within a global environment while dealing with all aspects of the business

Ability to document technical processes in a clear and concise manner for both technical analysis and end user support

Proven problem solving methodology with a rational approach to problem management.

Flexible, enthusiastic attitude, capable of working independently or as a member of a team, under pressure while being able to prioritize tasks.

Ability to self-motivate, learn and grow with a willingness to undertake any and all tasks assigned.

Ability to work extended hours and/or on rotating shifts M-F between 8:00-18:00 and travel to international offices at short notice.

Financial Responsibilities:

Responsibility for tracking and submitting project related expenses as per Corporate Travel Policy. Processing invoicing for couriers that have been arranged.

Qualifications:

Minimum of 2-4 years of experience in IT Help Desk / Field Service end user support Technician role.

CompTIA, Microsoft or similar industry certifications preferred, but not required.

Physical Demands:

Will require physical lifting, unboxing, installation and deployment of various IT equipment (Servers, Workstations, Monitors, Printers, etc.)

May require extended travel to various international locations, lasting up to 3 weeks at a time.

Work Environment:

Majority of work will take place within office environment.

Work inside various datacenters/stockroom may be required.

Travel may constitute at least 10% of workload

What we Offer

At Royal Caribbean Group, we are client-centric but put people first. We have a culture where everyone is trusted and valued in equal measure, whatever your role in the company. We are propelled by people. Our employees and crew are the driving force behind our success. Our aim is to recruit, develop and retain world class people, who come to Royal Caribbean to do the best work of their careers.

We are committed to employee development, and you will have the opportunity to learn from some of the most experienced people in the business. We regularly reward and promote success, encouraging staff to take on new challenges and responsibilities to aid progression. Our remuneration package includes our competitive pension, private healthcare, life assurance cover to name a few. In addition, every permanent member of staff that works at Royal Caribbean is eligible for our cruise request program and friends & family cruise discounts.

With good transport links to our modern offices in Surrey, we have plenty of free parking, a free shuttle bus from the train station, on-site restaurant, and on-site gym. We take a flexible approach to work. We currently work a combination of days in the office and work from home.

Come join the team - Journey with us, succeed with us, grow with us.