We are seeking a customer-focused Internal IT Support Engineer to support our hotel, spa, and resort operations. The role involves providing day-to-day IT support to staff across multiple departments, ensuring business-critical systems remain reliable and secure. You will be responsible for supporting front-of-house, back-office, and guest-facing technologies, including property management systems, POS, Wi-Fi, and conferencing facilities. This role requires excellent technical skills, strong communication, and the ability to deliver high-quality IT service in a fast-paced hospitality environment. Travel between resorts and hotel sites will be required as part of this role.
Responsibilities:
1. Act as the first point of contact for IT support requests from hotel, spa, and resort staff.
2. Escalate complex cases to senior engineers or third-party vendors when required.
3. Provide 1st and 2nd line support for desktops, laptops, printers, and mobile devices.
4. Support property management & POS systems.
5. Maintain user accounts and access permissions in Active Directory and Microsoft 365.
6. Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
7. Troubleshoot and escalate networking issues (Wi-Fi, VPN, DHCP, DNS, firewalls).
8. Ensure security compliance, patching, and monitoring of IT systems.
9. Keep asset registers, documentation, and support procedures up to date.
10. Assist with IT projects such as system upgrades, migrations, and rollouts of new technologies.
11. Provide training and guidance to staff on using IT systems effectively.
Requirements:
* Experience in an IT support role (1st/2nd line), ideally within hospitality, retail, or similar fast-paced environments.
* Strong understanding of Microsoft 365, Active Directory, and Windows environments.
* Basic networking knowledge (switching, Wi-Fi, VPNs, DHCP/DNS).
* Experience with Wi-Fi troubleshooting.
* Strong communication and interpersonal skills, with a customer service mindset.
* Ability to prioritize and manage multiple support requests.
* Flexible approach to working hours (occasional evening/weekend support).
* Full UK driving license and willingness to travel between sites.
Desirable Skills:
* Knowledge of virtualization (VMware/Hyper-V).
* Exposure to Azure AD, Intune, and mobile device management.
* Interest or experience in AI-powered tools and automation.
* Ability to explain emerging technologies.
Benefits:
* Health, Wellness, and Wellbeing incentives.
* Digital fitness programmes, nutrition guides, and self-guided meditation.
* Wellbeing podcasts and Champneys experiences.
* Access to schedules, timesheets, and leave management via app.
* Employee Assistance Programme, shopping discounts, and financial support.
* Colleague events, discounted stays, complimentary spa days, and product discounts.
* Health club memberships, Merlin Attractions discounts, and referral incentives.
* Free parking (Hotels and Resorts only) and professional uniform.
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