On-Site IT Support Agent

TUI; Guisborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

An international travel company in the UK is seeking an IT Support Technician to be the first point of contact for IT issues. You will analyze and resolve incidents, document processes, and provide user training. The ideal candidate has vocational qualifications in IT support and strong problem-solving skills. This is an on-site role with travel required across locations in the UK, offering various employee benefits.

Benefits

Attractive remuneration

Bonus opportunity

Exclusive travel perks & discounts

Health & wellbeing support

Qualifications

• Relevant experience in a similar IT support role.
• Experience with systems used in tourist core processes.
• Ability to create manuals and conduct training sessions.

Responsibilities

• Analyze and resolve 1st and 2nd line IT incidents.
• Document process flows for applications, hardware, and software.
• Manage the remediation process of outages and incidents.

Skills

Problem-solving abilities

Strong English communication

Customer-first mindset

Organizational skills

Collaborative nature

Self-motivation

Education

Vocational qualification as an IT systems clerk/technician

Job description

Are you passionate about providing excellent IT support and ready to be the first point of contact for colleagues across TUI Group? Join our Colleague Compute technology team where you'll help deliver the IT services our colleagues need to provide exceptional customer experiences.

Application Closing Date: 3rd December (Please note that due to a high number of applications we might need to close the role earlier than the application closing date - so don't delay!)

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, bonus opportunity, exclusive travel perks & discounts, extensive health & wellbeing support, and more.
• A career to shape: Opportunities to upskill, reskill and grow your career. Access the TUI Tech Learning Hub to level‑up and reach your ambitions.
• Expand your horizons: Participate in our tech communities and collaborate on global projects and teams.
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation and the Sustainable Tech Community.

ABOUT THE JOB

• You’ll work collaboratively with colleagues to analyze and resolve 1st and 2nd line IT incidents, ensuring minimal disruption to business operations.
• We’ll rely on you to create clear manuals and user instructions for both new and existing applications and conduct training sessions with end users.
• Your organizational skills will be put to good use documenting process flows for supervised applications, hardware, and software.
• You’ll manage the remediation process through prioritization, assignment, and completion phases of outages or incidents, sometimes dealing with unknown causes and service disruptions.
• As the first point of contact for all IT issues, you’ll provide on‑site and/or remote hardware, software, and application support to colleagues across the business.
• You’ll help identify process improvements and interface problems, proposing optimization measures that enhance our service delivery.
• This is an on‑site role based primarily out of our offices in Middlesbrough. Travel to different sites across the UK to provide on‑site support when needed will also be required.

ABOUT YOU

• You have a vocational qualification as an IT systems clerk/technician, IT specialist or relevant experience in a similar IT support role.
• You have experience with systems that handle tourist core processes, production and distribution systems.
• You bring a sound knowledge of system processes and contexts, along with excellent problem‑solving abilities.
• Your communication skills in English (both written and verbal) are strong, enabling you to explain technical concepts clearly to non-technical colleagues.
• You’re collaborative and self‑motivated with good social skills and a willingness to take on responsibility.
• You have a customer‑first mindset and genuine enthusiasm for resolving IT issues efficiently and effectively.
• You are flexible and willing to travel to different sites across the UK as part of your role.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.