IT Support Technician - Second Line

Chill Factory; Hemel Hempstead; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking an experienced Second Line IT Support Technician to join their dynamic team. This hands-on role involves resolving escalated technical issues and supporting leisure-specific applications across two locations. The ideal candidate will thrive in a fast-paced environment, demonstrating strong customer service and communication skills. With opportunities for continuous improvement in IT service delivery, this position promises a variety of challenges and the chance to make a real impact. If you enjoy working under pressure and have a proactive mindset, this could be the perfect opportunity for you!

Benefits

Free skiing and snowboarding

Discounted food and drinks

Employee assistance program

Discounts at national retailers

25 days of holiday plus 8 statutory bank holidays

Qualifications

• Experience in a Second Line IT support role or similar.
• Strong working knowledge of Windows and cloud migration projects.

Responsibilities

• Providing second line support for incidents and service requests.
• Managing tickets and liaising with third-party vendors.

Skills

Windows environments

Office 365 admin centre

Active Directory

Cloud migration

Customer service

Communication skills

Network understanding

EPOS systems

Access control systems

Tools

ITSM system

Job description

We’re looking for an experienced Second Line IT Support Technician who understands the unique demands of the leisure sector, and is ready to step up in a fast-paced, guest-focused IT environment.

This is a hands-on role, ideal for someone who enjoys variety—resolving escalated technical issues, supporting on-site teams across our two locations, and helping to drive continuous improvement in our IT service delivery.

What you’ll be doing:

• Providing second line support for incidents and service requests.
• Supporting leisure-specific applications (booking systems, point of sale, access control, etc.)
• Managing tickets using an ITSM system, ensuring timely resolution and communication
• Liaising with third-party vendors and service providers to resolve hardware/software issues
• Supporting the setup, maintenance and deployment of IT assets across the sites
• Acting as a technical point of contact for our managers and team
• Assisting with project work, including system upgrades and rollouts
• Creating and maintaining technical documentation and user guides
• Training front-line leisure staff on systems and basic troubleshooting

What we’re looking for:

• Previous experience in a Second Line IT support role or similar
• Strong working knowledge of Windows environments, Office 365 admin centre, and Active Directory
• Understanding of networks, printers, EPOS systems, and access control systems
• Previous experience working on cloud migration projects
• Strong customer service and communication skills
• Ability to work under pressure and prioritise effectively
• A proactive, solution-oriented mindset
• Full UK driving licence (if travel between sites is required)

Working hours & environment:

• The Snow Centre and Chill Factor e operate 7 days a week, 364 days a year and the business expects a flexible approach to working regular evenings and weekends, whilst being on-hand for emergencies and on public holidays when necessary.

Company benefits:

• Free skiing and snowboarding
• Discounted food and drinks
• Access to our employee assistance program (extends to family)
• Discounts at national retailers
• 25 days of holiday plus 8 statutory bank holiday

If this role sounds like a great opportunity and it excites you please send your application into [e-mail] . Deadline for applications is 16 th May 2025.