Second-Line IT Support Engineer (On-Call) – Hospitality Estate

The Newt in Somerset; Castle Cary; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Life Cover 2x salary

24/7 remote GP access

Spa & pools access

50% off Spa Treatments

Gym access and wellbeing classes

Cycle to Work scheme

Staff meals on site

30% staff discount & free delivery for

Garden membership incl. Eden Project

Job summary

The Newt in Somerset is seeking an IT Support Engineer (Level 2) to join our estate tech team. You will handle second‑line IT issues, manage networks, and support Microsoft 365 and Entra ID across multiple sites, including security and payment systems. A full UK driving licence is required for site travel.

This role involves on‑call duties, weekend rota coverage, and close collaboration with the IT Manager. Onsite work at BA7, with a comprehensive benefits package and development opportunities.

Qualifications

• Proven experience in second‑line IT support or an IT engineer role, ideally within hospitality, retail or a multi‑site environment.
• Strong networking knowledge, including switching, VLANs, Wi‑Fi, firewalls, DHCP/DNS and VPNs.
• Strong Microsoft 365 and Entra ID administration skills, with experience of Windows Server, Active Directory, Group Policy and backup solutions.
• Experience supporting POS and payment systems, including Oracle Simphony and EMC, alongside a good understanding of cyber security and PCI DSS.
• A calm, organised approach, with the initiative to own problems, investigate root causes and prioritise effectively in a live operational environment.
• Clear communication skills, confidence explaining technical issues to non‑technical colleagues and a supportive approach to coaching others.
• An IT qualification at Level 3/A Level or equivalent, plus a relevant industry certification such as CompTIA Network+ or Microsoft 365 Administrator.

Responsibilities

• Act as the second‑line escalation point, resolving complex IT incidents and identifying the root causes of recurring problems.
• Manage and maintain estate networks, including switching, Wi‑Fi, VLANs, firewalls, VPNs and connections between sites.
• Administer Microsoft 365, Entra ID and Intune, supporting secure access, device management and collaboration tools.
• Support business‑critical systems, including Oracle Simphony, payment terminals, telephony, access control and CCTV.
• Lead day‑to‑day cyber security activity, including patching, endpoint protection, access reviews and PCI DSS compliance for payment systems.
• Work with Engineering to support connectivity for building systems, IoT networks, museum exhibits and interactives, and assist with IT projects for new sites and openings.
• Coach our Level 1 IT Support Assistants and maintain clear system documentation, procedures, and asset and licence records.
• Participate in the on‑call rota as the escalation point and deputise for the IT Manager when required.

Skills

Second-line IT support

Networking

Microsoft 365

Entra ID

Intune

Education

IT qualification Level 3/A Level or equivalent

CompTIA Network+ or Microsoft 365 Administrator

Tools

Ruckus

Paxton Net2/Akuvox

IoT networks

Job description

The Newt in Somerset is seeking an IT Support Engineer (Level 2) to join our estate tech team. You will handle second‑line IT issues, manage networks, and support Microsoft 365 and Entra ID across multiple sites, including security and payment systems. A full UK driving licence is required for site travel.

This role involves on‑call duties, weekend rota coverage, and close collaboration with the IT Manager. Onsite work at BA7, with a comprehensive benefits package and development opportunities.