Desktop 2nd Line Engineer - Hemel Hempstead

Desktop 2nd Line Engineer - Hemel Hempstead

Do you want a career working for The Sunday Times 5th Best Biggest Company in the UK?

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 and Tablets. 

Our ideal Desktop 2nd Line Engineer will have worked in a similar 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.  They need to customer centric at all times and be able to work under pressure and meet strict SLA.  

Purpose of the role:

• Provide 2nd line support for multiple technologies to team members in Head Office and Remote Support to team  members on our 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 sites as part of a scheduled support programme
• Training team members 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
• Working 1:5 on call rota

Role responsibilities:

• Provide 2nd line support for multiple technologies to users in Head Office and Remote Support to users on our  parks 
• 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 programme
• 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
• Working 1:5 on call rota

Other desirable skills:

• A methodical and meticulous approach
• IT service management (ITIL Foundation or above)
• Knowledge and Experience in working with Application packaging, experience in using Novell ZENWorks or 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
• Customer centric behaviour at all times
• 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
• Shift rota, weekend working, on call support
• Liaison with IT colleagues, business and vendors

The benefits of working for us:

• 20% team member discount across Warner Leisure Hotels, Butlin’s and Haven holidays for you, your family and  friends
• 22 days annual leave rising to 25 days after 2 years service
• Childcare voucher scheme (subject to eligibility)
• Government pension scheme and optional salary sacrifice scheme after 3 months service
• Discretionary bonus scheme
• Reward and recognition schemes including long service
• Externally recognised qualifications that will give you the opportunity to progress and develop within Bourne  Leisure

Location

Bourne Leisure Head Office

Address

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

Division

IT - Tech Services Helpdesk/Desktop

Employment Status

Full-time

Employment Type

Permanent

Effective Date

22 October 2019

Expiration Date

22 November 2019