COME AND JOIN US. .. We are currently seeking an analytical, methodical and process driven ITIL L1/2 Engineer to join our IT Team. The on target earning potential for this role is £31,627 / per annum - comprising a base salary of £26,627 plus a qualified estimate of £5,000 in gratuities and service charge.* As a member of the Gleneagles team, you will also enjoy a fantastic range of perks, benefits and rewards ABOUT GLENEAGLES One of the world’s most iconic luxury hotels and sporting estates, Gleneagles has been making memories for a century. Crowned ‘Employer of the Year’ at the 2024 Cateys and Number One Resort in the UK & Ireland by readers of the Travel Leisure for their 2025 World’s Best Awards, everything we do is about surpassing expectations and creating unrivalled adventures for our guests. WORKING AT GLENEAGLES We’re devoted to making our people feel as valued as our guests. In this way, we strive to support the whole ‘you’ – not just the professional part but the personal part too. People join our team for all sorts of reasons. Some work here permanently to develop a career, some work seasonally, while others have a schedule to fit around their personal commitments. However long you plan to stay with us and whatever hours you’d prefer to work, we’re open to flexible working requests and offer hours, shift patterns and contract types to suit everyone. Location; Auchterarder, just off the A9. Gleneagles is also within easy reach of a number of Scottish towns and cities: Edinburgh City Centre (1hr), Glasgow or Dundee (50mins), Stirling and Perth (25mins). Here's a bit more detail on what we see you doing in this role: As the first point of contact for IT-related issues, you’ll provide exceptional customer service to all of our end users, supporting our L2/3 engineers to ensure a stable and reliable IT environment, enhancing our service wherever possible Logging, diagnosing, and resolving technical issues following ITIL processes, escalating where necessary to our L2/3 engineers Providing hands-on troubleshooting for hardware, software, network, and system issues Managing and maintaining our IT service desk tickets, ensuring swift and professional resolution with regular updates and communication with our users Assisting in the setup, configuration, and maintenance of laptops, desktops, mobile devices, and peripherals Supporting our people staff with IT training and guidance, using your well-honed skills and expertise to enhance digital literacy, always in a warm and thoughtful way Administering user accounts and access permissions in Active Directory, Microsoft 365, and other enterprise platforms Following ITIL-aligned incident, request, and problem management processes; ensuring accurate documentation of IT issues, resolutions, and user support guides Assisting in proactive system monitoring to identify potential issues before they escalate; supporting basic network troubleshooting, including connectivity issues, Wi-Fi access, and VPN problems, including VoIP and telephony system support Assist with IT projects such as system upgrades, new technology rollouts, and hardware refreshes Ensuring adherence to cybersecurity policies and best practices to protect our guest and business data Interacting with our guests, always warm, professional, helpful and doing everything you can to exceed their expectations; playing your part in making their stay with us luxurious in every way The kind of person we're looking for: You have 1-3 years of experience in an IT support role, passion for technology and delivering exceptional service, preferably within the hospitality or service industries; previous experience working within an ITIL framework would be beneficial, however not essential Experienced in Microsoft 365 administration, including Outlook, Teams, and OneDrive a basic knowledge of Windows and macOS operating systems; you also have a basic knowledge of Windows and macOS operating systems Familiar with IT service management tools (e.g., ServiceNow, Freshservice, or equivalent), your understanding of networking fundamentals (e.g., TCP/IP, Wi-Fi, DNS, DHCP) is also strong Your working knowledge of IT security best practices and troubleshooting common IT issues is sound and well tested, and ideally you have ITIL Foundation and Microsoft or CompTIA certifications (e.g., A, Network, M365 Fundamentals) Problem solving, with a proactive approach, is second nature to you and work well under pressure in a fast-paced environment You have exceptional communication and interpersonal skills and thrive on engaging with both guests and internal teams across your business A collaborative team player, you’re also determined to learn and grow within your role Highly motivated and possessing an immense sense of pride in your work; you're passionate about delivering the high standards for our guests in line with the Gleneagles brand You have a positive “can do” attitude to solving problems in a professional and courteous manner A strong team player with great communication skills and an enthusiastic approach; you're well organised and punctual You want to be part of a team that works hard, supports each other and above all has fun along the way What’s in it for you: Time to let your hair down 30 days holiday (including bank holidays) that increases with service Seasonal parties and local social events 50% discount on Food & Beverage, Country Pursuits, Spa and Hair Salon (Mon-Thurs) and the Golf Driving Range Golf Membership (with access to all 3 championship courses) for £50.00 per annum Treats in your pocket Flexi points into your Perkbox wallet to spend as you choose. The points can be spent immediately, or you can save them up over a number of months, for perks that cost that little bit more. All this gives you greater choice, so you can pick the things that mean the most to you! Free ‘pay day’ lunch and monthly drinks offers A generous ‘refer a friend’ scheme Be our guest Stay with us as a guest at Gleneagles or Gleneagles Townhouse for up to 2 nights per year at £95.00 per night – a benefit available upon completion of 12 months service Friends & Family discounted rate of £225 - £275 B&B per night at Gleneagles Enjoy discounted rooms and restaurants rates with up to 50% off across the wider Ennismore brands and hotels, located across some spectacular locations, including London, Paris, Rome, Dubai, Doha, Rio, NY, Chicago and LAto name just a few Subsidised, single occupancy, en-suite accommodation available on our estate Investment in your development and wellbeing Pension scheme Life Insurance Employee Assistance Programme, offering support and confidential advice for you and your family when you need it most Ongoing investment in your personal development with access to internal and external training qualifications and programmes Internal career opportunities across a wider range of specialisms and departments Monthly recognition programme Volunteering day every year with a charitable partner of your choice Complimentary access to our staff gym Gleneagles Cycle Scheme to spread the cost of the bike that you really want and reduce your carbon footprint *About gratuities & service charge: Gratuities (tips) and service charge (an additional charge added to our room rates and services across the estate that is passed directly to our employees) are paid on a pro-rata basis regardless of your role It is estimated that in 2026, our full-time employees can expect to receive around £5,000 in addition to their annual salary If you are our next ITIL L1/2 Engineer, please forward your most recent CV to us today! INDHP