Desktop 3rd Line Engineer

We're looking for a Desktop 3rd Line Support Engineer to provide support for multiple technologies in Head Office, to ensure systems meet agreed SLAs.  You will support the entire hardware estate which is a mix of Desktops, Laptops and Tablets.  You will also be responsible for the delivery of projects.  
This is a great time to join Bourne as they move to modern workplace M365 practises. Despite the pandemic Bourne have been able to continue with multiple large projects with great payoffs. Having recently been acquired by a Private Equity group we are in an excellent position for the future with some large scale programmes of work on the horizon.

Purpose of the role:

**Provide Tier 3 support for multiple technologies based at our Hemel office and remotely support sites.
**Respond to all incidents and problems escalated from tier 1, 2 and other IT Teams within the department, troubleshooting to     resolution within Service Level Agreement‘s (SLA)
**You will be a direct escalation point for 2nd Line Desktop Support 
**You will be involved in Projects that procure new technologies and software
**React to business and mission critical priority 1 incidents, you will be responsible and accountable for key IT systems
**Assist with service improvement initiatives and take a proactive approach to increase productivity 
**Lead by example you will assist\mentor\coach the IT 2nd Line Desktop Team 

Role responsibilities:

**Strong Experience working with Client Management tools, especially SCCM
**Knowledge and experience building and deploying images with SCCM understanding MDT, WDS, PXE, WinPE
**Advanced troubleshooting and in-depth knowledge of Client and Server Operating systems, including thorough knowledge of the registry and system fundamentals.
**Able to read and write PowerShell scripts 
**Thorough knowledge of the M365, MS office stack including OneDrive for business and Teams.
**Understanding of a Hybrid domain, administering AD, Azure AD, exchange on prem and O365.
**Good working knowledge of LAN/WAN networking, VPN and TCP/IP Stack.
**Good working knowledge of DNS and DHCP
**Good working knowledge of VMWare (e.g. Creating new VMs and taking Snapshots)
**Strong problem management and root cause diagnosis
**Familiar with working to an ITIL framework
**Passionate about IT, able to bring new ideas and changes to the team 
**Strong interpersonal and communication skills
**Produce and update technical documentation
**Full UK driving license as there will be occasional travel required

There will also be occasional shift and out of hours work.

About us
Every year, more and more people get away from it all for a Haven holiday. Part of the award-winning Bourne Leisure family, we have 38 Haven holiday parks from Scotland to Cornwall, in stunning locations around the UK coast. For our 2.6 million guests, we’re a real breath of fresh air and we’re passionate about giving them a great time with memories that last a lifetime.


Bourne Leisure Head Office


1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR



Employment Status


Employment Type


Effective Date

28 July 2021

Expiration Date

28 August 2021