3rd Line IT Support Analyst

We are currently searching for a 3rd Line IT Support Analyst to join our Head Office team and to be part of a leading boutique hotel brand and expanding company.

Purpose of the Job:

This role will involve a mix of 2nd/3rd Line IT Support, being part of IT Team providing support for new solutions/projects being implemented, will perform a key role in providing our customers and employee’s with an escalation point for technical enquiries along with support and maintenance of the Desktop/Server and Mobile Technology estate.

This exciting role gives an opportunity to grow and expand your proven technical skills within the hospitality industry.

This role will be ideal for someone who has an in-depth knowledge of server hardware and networking as well as previous experience managing and delivering IT projects.

GDPR and or PCI qualifications and or detailed knowledge would be highly beneficial.

Key Accountabilities:

Providing 2nd/3rd line support to the Helpdesk Team, including proactive problem solving, responding to Helpdesk escalations and maintaining call status via incident tracking system and providing technical support for new and existing applications.

Manage, meet and maintain service levels and ensure all incidents and requests are dealt with in accordance with the SLA’s

Assisting the IT Helpdesk Team with covering out of hours support on a monthly rota basis,

(1 week of out hours support every 3 weeks).

Weekend working, covering min 2 weekend days a month.

Administration and maintenance of mission critical servers.

Manage and support Security solutions.

Monitoring Network/Server health/performance and troubleshooting.

Managing Server/AD monitoring Tools.

Administer hotels’ wireless networks (Ruckus SmartZone).

Managing and maintaining Active Directory, Group Policy, DHCP, DNS, scripting/powershell

Setting up and configuration of new PC's, laptops, servers, printers, tablets, mobile devices.

Perform overall IT systems operational Audits/Reviews, upgrades, updates.

Maintain and compile daily activity reports for management purposes.

Project Work

Assisting the IT Director, Head of IT and Head of IT Support with major project work.

Assisting the IT Team on current and new projects.

Assisting the IT Team with improving current processes and procedures.

Outcome, Results and Key Performance Indicators:

Consistent and timely communications to Hotel employee and managers.

Providing professional and high level customer service to all internal and external users.

Maintaining and developing IT documentation for the IT team.

Behavioural Capabilities:

Is self-starting, analytical, resourceful and solution-driven.

Able to prioritise and multitask and demonstrate effective time management.
A full understanding on how the role contributes to the success of their department.

Work collaboratively with others in pursuit of team goal.

Ensure procedures are carefully followed at all times.

Spot opportunities to make the department more efficient.

Research and keep up-to-date with current and emerging technologies.

See tasks through to completion.

Communicate relevant information regularly, efficiently and concisely to the team.

Build effective and constructive relationships.

Ability to establish good working relationships within a diverse operational team.

Exceptional communication skills both written and verbal, with the ability to explain technical issues to non-technical audience, including senior managers and directors.

Knowledge and skills:

In-depth knowledge about Active Directory, Group Policy, DHCP, DNS, scripting/PowerShell.

In-depth Windows Sever knowledge (2012 R2, 2016, SQL, RDS)

In-depth Windows desktop operating systems (Win 10)

Microsoft Office (2010, 2013, 2016 / Office 365)

Exchange Server 2010/2016

Check Point Firewalls, Endpoint solutions.

Knowledge of IT practices and procedures.

Educated to degree level and or have IT professional certifications.

Desirable knowledge/skills:

GDPR / PCI qualifications and or detailed knowledge.

VMware virtualization and Veeam Backup solutions.

HPE Servers and Networking.
PRTG and/or network monitoring in general.

McAfee ePO and Endpoint Security solutions.

Shavlik/Ivanti Patch Management.

Ruckus WiFi technology.

Mimecast SPAM filtering.

Mitel and SIP telephony.

Apple technology: iMacs, MacBooks, iPhones, iPads, iPods, Apple TVs.

Storage technologies (iSCSI, NAS, HPE SimpliVity)

Mobile device configuration/support, MDM solutions (Airwatch)

Microsoft qualifications.

Experience:

Previous experience with 2nd/3rd level IT technical operations.

Previous work with Windows associated technology, networking, virtualisation environments.

Previous experience supporting hotel operations.

Work Conditions:

Hours as required with on-call availability and holiday cover.

Sitting for extended periods of time.

Working in tight spaces.

Lifting and transporting of moderately heavy objects, such as computers, printers, and peripherals.

Shift Patterns

• Rotating shifts of 8:00am to 5.00pm, 9:00am to 6:00pm, 10:00am to 7:00pm, Monday to Friday.
• Out of hour’s remote support (1 week, every 3 weeks).
• Weekend cover on a Rota basis or as required covering for holidays and absences.
• Weekend working, covering min 2 weekend days a month.

What are the Firmdale employee benefits?

• Competitive salary plus service charge
• Meals on duty and uniforms provided
• 28 days holiday (including bank holidays) increasing one day per years’ service
• Companywide and departmental incentives
• Firmdale Experience vouchers (Afternoon tea, dinner for two, Film Club and an overnight stay)
• Training and Development including English classes

What makes Firmdale such a special place to work?

• Quarterly Champagne receptions and annual employee recognition awards
• Employee led committees allow you to have your say, generate ideas and make a difference
• Award winning training opportunities (WSET, supplier visits and masterclasses to name a few)
• Bespoke development programmes (including accredited Supervisor and Manager training)
• Social events and team activities (bowling, quiz nights, netball teams, running club and more)
• Wait, there’s more! Refer a friend bonus, volunteering and regular Manager catch-ups

To apply for the role of IT Support Analyst:

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.

Due to the large number of applications we receive we are unable to respond to all applicants individually. Your CV will be considered over the next 5 working days. If you do not hear from us by this time, your application has been unsuccessful on this occasion