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

Who are we?

Estelle Manor is a rural retreat set on an 85-acre estate in Oxfordshire. The manor has four restaurants, an extraordinary 3,000 sq metre Roman-inspired spa- Eynsham Baths, 108 bedrooms and a gym with class studios and padel courts. Plus, there’s a kids’ club for the little ones and a workspace.

This year, Estelle Manor has been ranked No. 43 in The World’s 50 Best Hotels, recognising our place among the world’s leading luxury hotels and reflecting the passion, talent and dedication of our incredible team. Come and be part of something special as we continue to create extraordinary experiences for our guests and members.

We are seeking a proactive and customer focused IT Support Engineer responsible for providing first and second line technical support across hardware, software, networks, and business systems. Experienced in diagnosing and resolving technical issues, managing user accounts, supporting Microsoft 365 applications, and maintaining IT equipment to ensure minimal disruption to business operations. Strong communicator with a passion for delivering excellent service, improving user experience, and working collaboratively to drive continuous improvement across the IT environment. Reliable, adaptable, and committed to resolving issues efficiently while maintaining high levels of customer satisfaction.

As an IT Support Engineer you be responsible for:

• 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 and thorough documentation of the steps taken
• Assisting with the 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 ensuring clear communication with users throughout the resolution process
• Supporting basic connectivity issues including networks, Wi‑Fi, VPN, and related equipment
• Contributing to a positive IT service experience for colleagues and guests alike

As an IT Support Engineer you’ll have:

• Experience in an IT Support, IT Technician, or 1st/2nd Line Support role.
• Experience supporting and troubleshooting hospitality technology platforms and hardware, including EPOS, PMS, payment, and integrated business systems (booking/reservations, reporting platforms).
• A passion for customer service and best in class IT support, ideally within a service-focused or hospitality environment.
• A working knowledge of Microsoft 365 (Entra ID, Exchange, SharePoint, Office package) and Windows/macOS operating systems
• Familiarity with service desk tools (e.g. ManageEngine, ServiceNow, or similar) is desirable but not essential
• A good understanding of IT fundamentals such as hardware, software, user account management, and basic networking
• A willingness to learn, follow processes, and develop technical skills
• Flexibility to provide on‑site support across multiple operational departments and business‑critical systems.
• Strong communication skills with a friendly, professional manner
• A proactive, reliable, and positive 'can-do' attitude

ITIL Foundation or entry‑level certifications (e.g. CompTIA A+, Microsoft Fundamentals) would be advantageous but are not essential.

What’s in it for you?

At Estelle, we prioritize your well‑being and growth, offering a range of perks to enrich your experience. Enjoy exclusive staff rates, biannual socials, and Estelleversary surprises. Nurture your well‑being with stocked colleague spaces. Engage in forums shaping The Estelle Way. Utilise the provided uniforms and onsite seamstress support. Join us for a fulfilling journey where you are valued, supported, and celebrated.

Here at Estelle, we want to create a unified culture and sense of belonging throughout. We have a range of perks and benefits at your fingertips:

• Biannual company socials plus smaller social and sports groups.
• 50% F&B discounts at all 4 manor restaurants.
• Estelleversary gifting for all employees.
• Colleague spaces stocked with food, drinks and a selection of juices, teas and coffees.
• Cycle to Work scheme.
• Added protection of our pension and life assurance schemes.
• Perkbox - our colleague benefits platform, providing access to a wide range of exclusive discounts, rewards and wellbeing resources designed to support you both inside and outside of work.
• 28 days holiday, inclusive of bank holidays, which increases with length of service.
• Colleague Forums and Sustainability Committees to help create The Estelle Way.
• Recommend-a-friend bonus scheme.
• Uniform provided, cleaned, and pressed.
• Onsite seamstresses to ensure your uniform is fitted and repaired.

About gratuities & service charge:

• Gratuities (tips) and service charge are paid on a pro‑rata basis regardless of your role.
• It is estimated that in 2026, our full‑time employees can expect to receive in the range of £3,000 in addition to their annual salary.