At a Glance
- Tasks: Troubleshoot IT issues and provide top-notch support to clients in the hospitality sector.
- Company: Leading IT solutions provider with over 20 years of experience in hospitality.
- Benefits: Competitive salary, personal development opportunities, and a collaborative work environment.
- Other info: Exciting career progression from internal support to field engineering.
- Why this job: Join a dynamic team and grow your skills while making a real impact on guest experiences.
- Qualifications: 3+ years in a similar role, CCNA or equivalent, and strong networking skills.
My client has well over 2 decades of delivering IT Infrastructure Solutions within the Hospitality arena, specifically with large hotels & groups across the UK & Europe.
This experience & knowledge enables the company to understand how best to design, configure, implement & support the right solution for our clients.
They also understand the products on the market for clients looking to implement solutions such as large hotel Wi-Fi from the Tier-1 vendors & we have made the strategic decision to align & invest our time and resources to become Ruckus Elite partners – this is recognition of the very high skill levels of our consultants.
My client is now an IT partner to boutique and smaller hotel groups delivering IT Networks, Wi-Fi, IPTV, IP Phones & CCTV – delivering solutions from design, supply, implementation, support & management – working collaboratively with our clients to ensure their guests have a seamless experience during their stay.
They are seeking an experienced and highly skilled 2nd Line Support Engineer who is looking for a new challenge to join our technical team in this exciting new role.
This position involves managing and resolving support tickets through our service desk as well as working on client sites when required.
You’ll be supported by our senior engineers when required to ensure efficient resolution of service requests.
This position is ideal for a proactive, adaptable individual who enjoys working in a collaborative environment and is focused on providing the highest level of support to our customers.
Must be able to commute to our central London office on a daily basis where the role is based.
The role offers huge scope for personal development as you will grow from internal support to external field engineering – working alongside and learning from some of the most respected network & Wi-Fi specialists in our field.
Key Responsibilities
- Troubleshoot and resolve IT issues including Wi-Fi, hardware, software, networks, etc.
- Provide remote and onsite technical support to our clients.
- Monitor and respond to support tickets within agreed SLAs.
- Escalate unresolved issues to the 3rd line support team.
- Create and maintain up to date documentation of issues and resolutions.
- Install, configure and document software and hardware systems.
- Maintain high standards of customer service.
- Participate in onsite IT projects including system upgrades, migrations, and deployments. Essential Skills & Technologies
- Network installation and configuration including switches, routers, firewalls, access points, HP server hardware, HP laptops, printers, etc.
- Large scale corporate Wi‑Fi support & troubleshooting
- Advanced Wi-Fi networking, TCP/IP, DNS, DHCP, VPNs, VLANs
- LAN & WAN networking, operating systems, and hardware troubleshooting
- Monitoring Systems such as PRTG, Solar Winds, Ninja One, etc.
- Remote Access tools including Team Viewer, Any Desk, RDP, etc.
- Experience with Microsoft Entra ID, Active Directory (AD), 365 Admin, Azure, SCCM, Intune, Hyper-V, VMware, IP telephony, Windows, etc. Required Experience and Qualifications
- Minimum 3 years’ experience in a similar role
- Qualification such as CCNA, CWNA, or equivalent
- Understanding of security protocols and data privacy
- Experience working within the hospitality industry would be a distinct advantage.
As would experience working with any of the following manufacturers equipment and systems: - Ruckus, Watch Guard, Barracuda, Veeam, HPE, Fortinet; Meraki; Nevaya; Verkada; Microsoft
- Experience or understanding of ISO27001 & ISO9001 accreditations would be desirable.
- Degree in IT, Computer Science, or related field desirable.
- Experience working for an MSP would be desirable
2nd/3rd Line Engineer employer: Back to Work
Back TO Work in Dudley is an excellent employer for aspiring IT professionals, offering a supportive work culture that prioritises employee growth and development. As an IT Apprentice, you'll benefit from hands-on experience in frontline support and networking, while being part of a team that values innovation and collaboration in a vibrant community setting.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd/3rd Line Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Back to Work values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Back to Work might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Back to Work!
✨Direct Apply to Back to Work
Let's not forget to apply directly through the Back to Work website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd/3rd Line Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Back to Work.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Back to Work. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Back to Work
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
