Desktop 2nd Line Engineer

As a Desktop 2nd Line Engineer you will be responsible for ensuring all tickets escalated from the Helpdesk are handled in a timely manner.  You will be supporting the entire hardware estate which is a mix of Desktops, Laptops, Tablets, Telephony and Epos systems. 

Our ideal Desktop 2nd Line Engineer will have worked in a similar role or would like to move from a 1st line Helpdesk role.  They will understand latest technologies and be passionate about IT.  They will be task driven with a willingness to take ownership and drive through to successful conclusion.  Always need to customer centric and be able to work under pressure and meet strict SLA.

**Provide 2nd line support for multiple technologies to users on Resort and remote support to users on across our Butlins, Warner and Haven sites
**Responding to all incidents and problems escalated from the helpdesk, troubleshooting them to resolution within agreed SLA
**Regular updating of the incident management and request fulfilment system with progress
**Escalation of tickets that cannot be resolved to the appropriate resolver group
**Support of new deployments and installations
**Produce and update technical documentation
**Site visits supporting our parks as part of a scheduled support program
**Training users on new equipment and becoming “product champion” for new releases
**Assisting with service improvement initiatives and taking a proactive approach to increasing productivity 
**Passionate about IT, able to bring new ideas and ways of working to the team
**Have a clean full driving licence and willing to travel to parks when required
**Requirements for weekend working and on call support

Other Skills:
**A methodical and meticulous approach
**IT service management (ITIL Foundation or above)
Knowledge and experience in supporting and troubleshooting varied applications, with a good knowledge of Microsoft office suite
**Experience in using SCCM would be advantageous but not essential
**Task driven with a willingness to take ownership and drive through to successful conclusion
**Excellent communication (written and oral) and presentation skills for technical and non-technical staff
**The ability to work under pressure and meet deadlines
**Team player and ability to work on own
**Good record keeping on incidents and service requests
**Liaison with IT colleagues, business and vendors

The benefits of working for us:
**Discounted Bourne Leisure Holidays for you, your family and friends.
**Reward and recognition schemes including long service and team member of the month
**Opportunity for professionally recognised qualifications to develop and progress
**22 holiday days (rising to 25) plus bank holidays.
**Haven Technical shared services are a lively and innovative environment providing a great opportunity to influence the way we communicate information to the business in the right way and at the right time.  
**A key part of the support centre based at Bognor Butlins.

We would love to hear from you if your skills match what we are looking for and you would love to be part of our




Warren Road, Minehead, Somerset TA24 5SH GBR


IT - Tech Services Helpdesk/Desktop

Employment Status


Employment Type


Effective Date

12 July 2021

Expiration Date

2 August 2021