2nd Line IT Support Analyst - Firmdale Hotels - IT

Firmdale Hotels
Central London
£45000.00 per annum
Closing date
12 Apr 2023

Job Details

Reporting into the Head of IT and IT Projects your main duties will be to assist in the maintenance of the Firmdale Hotels Plc networks and systems to ensure that they are effective, up to date. This is an on-site role, 5 days a week.

To provide technical support for all domain users to ensure that they can make optimum use of Firmdale’s networks and systems, associated hardware and software.

Duties and Responsibilities

  • To take 1st/2nd/3rd support requests and proactively help resolve 1st/2nd/3rd line tickets where required as well as manage tickets in the helpdesk queue.
  • To assist with troubleshooting and resolve the more complex 3rd line issues that 2nd line engineers have escalated, whilst  maintaining an accurate task record in our helpdesk system.
  • To provide support to all IT Support Analysts on site.
  • To support colleagues by providing technical assistance on support tickets.
  • To troubleshoot and resolve issues and questions, whilst maintaining an accurate task record.
  • To participate in infrastructure installation, hardware refresh and other projects as required across sites in London.
  • Installation and testing of new equipment and software across London sites as well as carrying out preventative maintenance on network hardware and software as appropriate.
  • To undertake as directed routine network maintenance including backups at specified intervals, implementing security and virus protection measures, setting up and maintaining user accounts and user groups, and maintaining logs of usage/faults as required
  • Monitor repair logs and action work as require
  • To check regularly and maintain peripheral equipment such as scanners, printers, and other hardware to ensure that these are functioning and available to users
  • To maintain inventories of equipment as required as wells as manage, within the constraints of space, the safe, organised, and tidy storage of equipment and consumables
  • To ensure that correct and safe procedures are used during the preparation and setting up of equipment.
  • To participate in infrastructure installation, hardware refresh and other projects as required.
  • To manage expectations to ensure all tickets are dealt with promptly, ensuring expectations are met and where possible exceeded.
  • To manage the escalation process and work with other parts of the organisation to ensure issues are resolved, where necessary, liaising with 3rd party supplier support and engineering teams.
  • To build good working relationships across all levels of the business.
  • To configure working demos for prospects based on requirements specified by the business.



  • Minimum of 3 years proven experience working in a 2nd line position (Required)
  • Thorough knowledge of current IT technology
  • Microsoft Server 2016 – 2022
  • Microsoft desktop PC OS - Windows 10/11
  • Apple OS, iOS
  • Mobile device management using Air Watch
  • Chromecast / Streaming technology
  • Microsoft Active Directory
  • Microsoft Exchange 2016 – 2023
  • Microsoft Office 365 / Azure
  • Server Virtualization (VMware)
  • LAN/WAN (routers, switches, firewall)
  • High-level desktop support skills
  • Experience with SharePoint management and support
  • Ruckus Zone controller
  • APC Power management equipment  such as UPS/PSU/ATS
  • Knowledge of working with Micros Simphony (Desirable)
  • Knowledge of working for a Managed Service Provider (Desirable)


Person Specifications

  • Confident user of most desktop applications.
  • Confident user of a range of hardware and operating systems
  • Well organised, able to approach work methodically, prioritise and meet deadlines
  • Good written and verbal communication skills
  • Competent at reading and following verbal and written instructions
  • Good interpersonal and team working skills
  • Problem solving skills
  • A working knowledge of network systems, their installation and maintenance and adaption
  • Can demonstrate good working practices in relation to the handling and usage of IT equipment
  • Awareness of client/server-based applications.
  • The ability to assist with running projects, hit deadlines and communicate effectively.
  • GCSE (or equivalent) English, Maths, ICT
  • Networking or computer engineering qualification (HND or higher )
  • Relevant experience in the installation, maintenance, repair of IT Equipment in a small or medium-sized organisation
  • Experience of working in a corporate environment
  • Able to form good working relationships with colleagues, and to relate appropriately to pupils
  • Reliable and good timekeeper
  • Able to work calmly and respond to occasions when work needs to be completed urgently
  • Discreet and able to deal with confidential information
  • Able to respond flexibly to the demands of working in a fast paced environment
  • Willingness to learn new skills
  • Has initiative and can work independently without excessive supervision
  • Professional and to conduct yourself with integrity at all times.


What we Offer:

  • Perkbox – A team member platform offering a huge variety of discounts and our reward and recognition program
  • Wage Stream  – An employee app to stream your wages before payday
  • Flexibility
  • No split shifts
  • Cycle to work Scheme
  • Meals provided
  • Social Events, Wellbeing and Team Activities
  • Award winning training opportunities and Career Development
  • Firmdale Experience and Long Service vouchers (Afternoon tea, dinner for two, Film Club and an overnight stay)
  • And much more!

Why join Firmdale Hotels?

Firmdale Hotels is an international award winning group comprising of 10 high end luxury hotels and 8 bars and restaurants in London and New York

We are delighted to have been recognised by the hospitality industry for some of the great work our teams have done. To name a few of our recent awards and accolades;


  • Firmdale Hotels - “Winner of the Best Employer Award at The Cateys 2017 & 2020 and Number One in The Caterer Best Places to Work in Hospitality”
  • Manager of the year - Laura Sharpe, Cateys 2018
  • Hotel of the year - Group - Cateys 2018


In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage.


Find Us
Firmdale Hotels

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