Junior Service Desk Engineer

AFC Bournemouth; Kinson; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Free onsite parking

Season tickets

Pension

Health plan

Employee assistance

Job summary

AFC Bournemouth is seeking a Junior Service Desk Engineer to provide first-line IT support across the Performance Centre, stadium and other club locations. You will ensure staff can work effectively by delivering excellent customer service and technical assistance while gaining exposure to Microsoft 365 and device management.

Based at the Performance Centre with occasional on-site support at the Vitality Stadium, the role involves helping with onboarding, asset management and providing support

Qualifications

• Previous experience in a customer-facing or technical support role.
• Strong interest in Information Technology and technical support.
• Excellent customer service and communication skills.
• Good problem-solving and troubleshooting abilities.
• Full UK driving licence.
• Willingness to work across Club sites when required.

Responsibilities

• Serve as the first point of contact for IT support requests at the Performance Centre.
• Log, prioritise and resolve service desk incidents and requests.
• Deliver professional, friendly and customer-focused support both in person and remotely.
• Escalate technical issues where appropriate whilst maintaining ownership and communication.
• Assist with user onboarding, offboarding and account administration.

Skills

Customer service

IT support

Windows

macOS

Communication

Tools

Microsoft 365

Active Directory

Endpoint management

Job description

Based primarily at our state-of-the-art Performance Centre, the Junior Service Desk Engineer will provide first-line IT support to colleagues across football and business operations.

As the primary day-to-day IT presence at the Performance Centre, you will play a key role in ensuring staff can work effectively by delivering exceptional customer service and technical support. You will gain exposure to a wide range of technologies, including Microsoft 365, endpoint management, networking, audiovisual systems, CCTV, cybersecurity and infrastructure services.

While the role is primarily based at the Performance Centre, you will also support colleagues at the Vitality Stadium and other Club locations. The amount of time spent off-site from the Performance Center will vary according to operational requirements, but candidates should expect this to form a consistent part of the role. As your experience develops, you will become involved in supporting Club events and participating in the matchday support rota.

Key Responsibilities

End User Support & Service Desk

• Serve as the first point of contact for IT support requests at the Performance Centre.
• Log, prioritise and resolve service desk incidents and requests.
• Deliver professional, friendly and customer-focused support both in person and remotely.
• Escalate technical issues where appropriate whilst maintaining ownership and communication.
• Support users across all Club departments, including football and business operations.
• Assist with user onboarding, offboarding and account administration.

Endpoint & Device Support

• Configure, deploy and support laptops (Windows and Macs), desktops, mobile devices and peripherals.
• Assist with device lifecycle management, replacements and upgrades.
• Maintain accurate IT asset and inventory records.
• Support printers, meeting rooms and collaboration technology.

Microsoft 365 & Business Systems

• Provide support for Microsoft 365 applications and services, including Teams, Outlook, OneDrive and SharePoint.
• Assist with user account management and access requests.
• Support day-to-day administration of cloud-based services under the guidance of senior team members.

Performance Centre Technology Support

• Build strong working relationships with staff across the Performance Centre.
• Support technology used by football, academy, medical and sports science departments.
• Assist with meeting room, presentation and collaboration technologies.
• Ensure technology issues are resolved promptly to minimise disruption to daily operations.

Stadium & Matchday Support

• Support technology operations at the Vitality Stadium as required.
• Assist during Club events and operational activities.
• Develop knowledge of stadium systems and matchday technology environments.
• Participate in the IT matchday support rota following successful completion of training and onboarding.

Documentation & Continuous Improvement

• Maintain clear and accurate technical documentation.
• Contribute to the IT knowledge base and operational procedures.
• Identify opportunities to improve service delivery and user experience.
• Continuously develop technical knowledge and professional skills.

Security & Compliance

• Follow Club IT policies, standards and security procedures.
• Support endpoint security and compliance activities.
• Escalate security concerns promptly and appropriately.
• Handle Club information and systems responsibly and confidentially.

General

• As a member of staff to ensure in all matters, you follow and actively promote the club's mental health policies and practices to ensure an open, non-judgmental and inclusive environment for everyone engaged with the club.
• As a member of staff to ensure that you to adhere to the club's safeguarding policies and procedures and are committed to our safeguarding values, creating a safe and positive environment for all those who interact with the club.
• Responsibility to comply with the Health and Safety at Work etc. Act 1974, the Regulatory Reform (Fire Safety) Order 2005, and all related Company policies, taking reasonable care for their own safety and that of others, reporting hazards or incidents, following safe systems of work, and co-operating with all training and emergency procedures.
• As a member of staff to ensure in all matters you follow and actively promote the club's equality policies and practices to ensure a welcoming, safe and inclusive environment for everyone engaged with the club.

The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.

About You

We're looking for someone with a genuine passion for technology and a desire to build a long-term career in IT.

You will thrive in this role if you:

• Enjoy helping people and solving problems.
• Take pride in delivering excellent customer service.
• Are eager to learn and develop new technical skills.
• Communicate confidently with colleagues at all levels.
• Have a proactive and positive attitude.
• Are organised, reliable and professional.
• Enjoy working as part of a collaborative team.

Essential Requirements

• Previous experience in a customer-facing or technical support role.
• Strong interest in Information Technology and technical support.
• Excellent customer service and communication skills.
• Good problem-solving and troubleshooting abilities.
• Decent technical understanding of Windows or Apple operating systems.
• Understanding of Microsoft Office applications.
• Ability to manage and prioritise workload effectively.
• Strong attention to detail.
• Full UK driving licence.
• Willingness to work across Club sites when required.

Desirable Requirements

• Experience using Microsoft 365 services.
• Awareness of Active Directory, Microsoft Entra ID or endpoint management tools.
• Basic networking knowledge.
• Experience supporting Apple devices.
• Relevant IT qualification such as CompTIA, BTEC, NVQ, A-Level IT or equivalent.

Benefits

• Free onsite parking.
• Season ticket and allocation of complimentary/purchased tickets (subject to availability).
• Subsidised lunches and complimentary healthy snacks throughout the day.
• Discounts at the club Superstore.
• Access to Health Cash Plan with Simplyhealth.
• Employee Assistance Programme
• Contribution towards eye tests and glasses.
• Discounts and benefits from partners and local businesses.
• Club pension & Life Assurance Scheme.
• Paid parental leave (bank of five days per year).
• Club events or other social events throughout the year run by our club social team.
• Paid volunteer opportunities (2 days per year).
• Paid day's leave on your birthday.

About AFC Bournemouth

Having established the start of an exciting new chapter in our long and storied history since a takeover in 2022 by chairman Bill Foley, AFC Bournemouth has seen significant investment committed towards sustaining Premier League status.

The construction of a state-of-the-art training facility alongside the arrival of promising young talent from top clubs around Europe have provided the club with a fantastic platform from which to build its on-field expectations.

We have placed an importance on maintaining the same focus on family and community that we have proudly displayed over the years, and delivering that engagement with our loyal supporters is a passionate and integrated backroom staff, working closely together to provide a positive and lasting experience for all.