Second Line Support Engineer

Tottenham Hotspur Football Club; Enfield; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Tottenham Hotspur Football Club is seeking a 2nd Line Service Desk Engineer to support Football Operations across our technology estate. The role blends hands-on technical work with customer-focused service delivery in a fast-paced environment.

You will join the Technology Department, delivering advanced support with a hybrid pattern and dedicated on-site weekend coverage at our Training Centre, while remaining days rotate across facilities. A strong ITIL mindset and teamwork are essential.

Qualifications

• Proven 2nd Line Support Engineer experience in a fast-paced service-led environment.
• Strong troubleshooting across Windows, macOS and Microsoft 365.
• Hands-on Apple device support in an enterprise setting (Mac, iPhone, iPad).
• Experience with Jamf Pro for deployment, config and software management.
• Knowledge of HaloITSM and ITIL principles for incident and request management.
• Experience maintaining CMDB and asset lifecycle tracking.
• Exposure to cloud technologies and monitoring platforms.
• Effective communication with stakeholders at all levels.

Responsibilities

• Provide advanced technical support across Tottenham Hotspur's technology estate, with a focus on Football Operations.
• Diagnose, troubleshoot and resolve issues while collaborating with the Technology Department.
• Prioritise and manage incidents and service requests based on business impact.

Skills

2nd Line Support

Windows

macOS

Microsoft 365

Jamf Pro

Intune

Endpoint devices

Wi-Fi & LAN

DNS & DHCP

VPN

ITIL practices

HaloITSM

CMDB

Cloud technologies

Documentation

Root cause analysis

Tools

Jamf Pro

Microsoft Intune

HaloITSM

Job description

Founded in 1882, Tottenham Hotspur is an iconic English football club, playing in the Premier League and Women’s Super League. From North London to the world, our fanbase spans continents, cultures, and generations. Spurs is a club that’s always dared to push boundaries, breaking new ground and rewriting history.

We are at our brightest when we’re all together. Our club, our teams, our community. We are entering a new era at Tottenham with a new club strategy, new leadership, and a focus on putting our fans at the heart of everything we do as we continue to strengthen our connection with our DNA, our home, and each other.

We’re at our brightest when we’re all together. Our Club, our teams, our community.

The Role

We are currently recruiting a 2nd Line Service Desk Engineer within our Technology Department to provide advanced technical support across Tottenham Hotspur's technology estate, with a primary focus on supporting Football Operations at the Club's Training Centre.

This role follows a hybrid working pattern: every Saturday and Sunday (9:00am–2:00pm) will be spent on-site at the Training Centre supporting Football Operations, with the remaining three working days following the standard team rotation across Lilywhite House, the Stadium, and the Training Centre.

This role is responsible for supporting business-critical systems used by coaching, medical, performance, recruitment and football operations teams. You will combine strong technical expertise with a proactive, customer-focused approach, working independently to diagnose, troubleshoot and resolve technical issues while collaborating with the wider Technology Department.

The successful candidate will be an experienced engineer who is comfortable managing competing priorities, taking ownership of issues through to resolution and delivering a professional support experience within a fast-paced, high-performance environment.

About You

• Proven experience in a 2nd Line Support Engineer role within a fast-paced, service-led environment.
• Strong troubleshooting and diagnostic skills across Windows, macOS and Microsoft 365 environments.
• Strong, hands-on experience supporting Apple devices (Mac, iPhone, iPad) within an enterprise environment, including provisioning, configuration and troubleshooting.
• Strong working knowledge of Jamf Pro, including device deployment, configuration, software management, compliance monitoring and troubleshooting.
• Experience managing and supporting endpoint devices throughout their lifecycle.
• Confident diagnosing and resolving complex incidents involving Wi-Fi, LAN, DNS, DHCP, VPN and connectivity-related issues.
• Experience supporting business-critical applications and technology services.
• Comfortable supporting users at all levels of the organisation, including senior stakeholders.
• Hands-on experience with endpoint deployment and management technologies such as Jamf Pro, Microsoft Intune or equivalent platforms.
• Experience using IT Service Management platforms such as HaloITSM, with the ability to prioritise and manage incidents and service requests based on business impact and urgency.
• Experience maintaining a Configuration Management Database (CMDB) and ensuring asset accuracy and lifecycle tracking.
• Exposure to cloud technologies, monitoring platforms and proactive service management practices.
• Strong documentation skills with a focus on knowledge sharing, consistency and continual improvement.
• Experience performing root cause analysis and identifying opportunities to improve service reliability and user experience.

Safeguarding Responsibilities

• Have a duty to safeguard and promote the welfare of children and young people.
• Act in accordance with the organisation’s safeguarding policies and procedures at all times.
• Be alert to signs of abuse, neglect, or safeguarding concerns and report these appropriately.
• Maintain professional boundaries and act as a positive role model when working with or around children.
• Attend safeguarding training as required and keep knowledge up to date.

What you will bring

• A commitment to providing on-site support at the Training Centre every Saturday and Sunday (9:00am–2:00pm) as a core requirement of the role, with the remaining working days following the standard team rotation across Lilywhite House, the Stadium, and the Training Centre.
• A proactive, service-focused approach and a desire to deliver outstanding customer experience.
• Strong troubleshooting and analytical skills with the ability to resolve technical issues efficiently and effectively.
• The ability to work independently and make sound technical decisions whilst supporting a busy operational environment.
• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• A professional, approachable and customer-focused attitude.
• Excellent organisational skills and the ability to manage competing priorities.
• A calm and dependable approach when supporting business-critical systems and services.
• Familiarity with ITIL principles and a process-driven approach to service delivery.
• The ability to collaborate effectively with Infrastructure, Networks, AV and third-party support providers.
• A growth mindset and enthusiasm for learning new technologies and contributing to continuous improvement initiatives.
• Flexibility to support Club events and operational activities when required.

Safeguarding & Recruitment Statement

Safeguarding is fundamental to the success in all that we do. The Club follows a Safer Recruitment process for all roles. Successful candidates are to be reminded they would be subject to proportionate background, Enhanced DBS and reference checks as required.

We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.