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For Companies At a Glance
- Tasks: Provide IT support for staff across the UK and EMEA, managing hardware and software.
- Company: Join Blackhawk Network, a leader in branded payment solutions with a global reach.
- Benefits: Enjoy 25 days annual leave, hybrid working, and wellness perks like private medical insurance.
- Why this job: Be part of a dynamic team improving IT processes while making a real impact globally.
- Qualifications: Expertise in IT support, certifications in Microsoft, Mac, or Cisco, and experience with various operating systems.
- Other info: Opportunity to coach colleagues and lead exciting IT projects in a collaborative environment.
The predicted salary is between 36000 - 60000 £ per year.
About Blackhawk Network
Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.
Overview
This IT Support role in Apsley is responsible for coordinating all Corporate IT services and projects within the UK and EMEA with support from other colleagues in EMEA, India, Australia and a global support team with main offices in California, the UK and El Salvador.
This role will support ~450 staff throughout the UK, another ~100 in EMEA and a total of up to ~6000 globally who use laptops running Windows 10, Windows 11 and MacOS.
The Onsite Service Desk team provide local eyes, ears and hands to the global leads in IT Support, Desktop Engineering, Networking, Voice & Data, Infosec and other teams as appropriate.
A good candidate will have expert-level experience providing complex IT support remotely and in-person, with ticket management systems and will possess technical certifications in IT support, desktop support, service management and/or networking, logistics and shipping/customs.
An ideal candidate would also have experience planning and leading complex IT projects, building dynamic reporting, crafting documentation, automating complex business processes, coaching colleagues and possess regional culture and language skills.
Responsibilities
Immediate:
- Own corporate hardware in the Apsley office & the UK (including network infrastructure and AV equipment);
- Own asset management for staff based in the Apsley office and assist with asset management for all staff in EMEA;
- Own imaging & deployment of laptops across the UK for new starters, replacements, corporate acquisitions and refresh projects;
- Be an on-site owner for local projects such as Zoom Room installs, bulk laptop refreshes and platform migrations;
- Be a hands-on representative of global Corporate IT in EMEA;
- Assist the global team with remote phone support on a regular schedule.
Future:
- Improve & standardise support processes in India to match global processes where possible;
- Document local processes and variations;
- Improve and standardise global processes and knowledge;
- Take initiative to improve & standardise inefficiencies when found;
- Coach colleagues in Service Management best practices.
Qualifications
- Extensive experience providing IT support remotely and face-to-face.
- Extensive experience supporting/administering many of the following: Windows 10, Windows 11, MacOS, SCCM, Jamf, Zoom, Microsoft Teams, Okta, Duo, Intune, Confluence, Microsoft 365, ServiceNow.
- Microsoft, Mac and/or Cisco certifications; ITIL 4 Foundation certificate.
- Demonstrated experience supporting VIPs and videoconference equipment.
Benefits
We offer a competitive range of Employee Benefits that are designed to give all our employees a better quality of work-life, decrease stress and foster a great culture.
Our benefits include: 25 days annual leave, additional appreciation days, additional leave for volunteering, birthday time off, enhanced maternity, paternity and adoption pay, pension, group income protection, private medical insurance, employee assistance programme and flyers, our leading recognition programme with financial rewards. We also offer a wide variety of other benefits to support your physical and mental health.
Additionally, we offer hybrid working, office group activities and free eye tests. As well as a variety of ways for you to save money including savings of up to 15% at various retailers by using your bYond card or via cyclescheme or home & tech!
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Desktop Support Engineer employer: UNAVAILABLE
Contact Detail:
UNAVAILABLE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows 10, MacOS, and tools like SCCM and Jamf. Having hands-on experience or relevant certifications will give you an edge during discussions.
✨Tip Number 2
Highlight any previous experience you have with ticket management systems and IT support processes. Be ready to discuss how you've improved support efficiency in past roles, as this aligns well with the responsibilities of the position.
✨Tip Number 3
Prepare examples of complex IT projects you've led or contributed to, especially those involving remote support or cross-regional collaboration. This will demonstrate your capability to manage the diverse needs of a global team.
✨Tip Number 4
Research Blackhawk Network's corporate culture and values. Being able to articulate how your personal values align with theirs can make a strong impression during interviews and show that you're a good fit for their team.
We think you need these skills to ace Desktop Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, especially with Windows 10, Windows 11, and MacOS. Include any technical certifications you possess, such as Microsoft or Cisco certifications, to stand out.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific projects or experiences that demonstrate your ability to manage complex IT tasks and support processes effectively.
Showcase Relevant Skills: Emphasise your skills in ticket management systems and your experience with tools like SCCM, Jamf, and Microsoft 365. Highlight any experience you have in coaching colleagues or leading IT projects.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in IT support roles.
How to prepare for a job interview at UNAVAILABLE
✨Know Your Tech Inside Out
Make sure you're well-versed in the technologies mentioned in the job description, such as Windows 10, MacOS, and various support tools. Be prepared to discuss your hands-on experience with these systems and how you've resolved issues in the past.
✨Showcase Your Project Management Skills
Since the role involves planning and leading IT projects, be ready to share examples of past projects you've managed. Highlight your ability to coordinate with global teams and improve processes, as this will demonstrate your capability to handle the responsibilities of the position.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think of specific instances where you provided IT support, especially under pressure, and how you handled them. This will show your practical knowledge and adaptability.
✨Emphasise Your Communication Skills
As you'll be working with a diverse team across different regions, strong communication is key. Be prepared to discuss how you've effectively communicated technical information to non-technical staff and how you’ve coached colleagues in best practices.
