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For Companies At a Glance
- Tasks: Provide IT support for staff, manage hardware, and lead local projects.
- Company: Join Blackhawk Network, a leader in branded payment solutions with a global reach.
- Benefits: Enjoy 25 days annual leave, hybrid working, wellness perks, and more!
- Why this job: Be part of a dynamic team, enhance your IT skills, and make a global impact.
- Qualifications: Expertise in IT support, familiarity with various operating systems, and relevant certifications required.
- Other info: Opportunity to coach colleagues and standardise global support processes.
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 colleagues in EMEA, India, Australia, and a global support team based in California, the UK, and El Salvador.
This role supports approximately 450 staff in the UK, 100 in EMEA, and up to 6000 globally, using laptops running Windows 10, Windows 11, and MacOS.
The Onsite Service Desk team provides local support to global IT leads in areas such as IT Support, Desktop Engineering, Networking, Voice & Data, and Infosec.
The ideal candidate will have expert-level experience providing complex IT support remotely and in-person, with familiarity in ticket management systems, and hold technical certifications in IT support, desktop support, service management, networking, logistics, or shipping/customs.
Experience in planning and leading complex IT projects, building dynamic reports, documenting processes, automating business workflows, coaching colleagues, and possessing regional language and cultural skills are highly desirable.
Immediate Responsibilities
- Manage corporate hardware in the Apsley office and UK, including network infrastructure and AV equipment.
- Oversee asset management for staff based in Apsley and assist with asset management across EMEA.
- Handle imaging and deployment of laptops for new hires, replacements, acquisitions, and refresh projects.
- Lead local projects such as Zoom Room installations, bulk laptop refreshes, and platform migrations.
- Represent global Corporate IT locally within EMEA.
- Support global team remotely via phone support on a regular basis.
Future Goals
- Standardize support processes in India to align with global standards.
- Document local and global processes and variations.
- Improve and standardize global support and knowledge sharing.
- Identify and implement improvements to increase efficiency.
- Coach colleagues in Service Management best practices.
Qualifications
- Extensive experience in remote and face-to-face IT support.
- Proficiency with Windows 10, Windows 11, MacOS, SCCM, Jamf, Zoom, Microsoft Teams, Okta, Duo, Intune, Confluence, Microsoft 365, ServiceNow.
- Certifications such as Microsoft, Mac, Cisco, and ITIL 4 Foundation.
- Experience supporting VIPs and videoconference equipment.
Benefits
We offer a competitive range of Employee Benefits designed to improve work-life balance, reduce stress, and foster a positive culture. Benefits include 25 days of annual leave, additional appreciation and volunteer days, birthday time off, enhanced maternity/paternity/adoption pay, pension, income protection, private medical insurance, employee assistance programs, recognition rewards, and other health and wellness benefits. We also provide hybrid working options, team activities, free eye tests, and discounts through various savings schemes.
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Desktop Support Engineer employer: Blackhawk Network (BHN) Europe
Contact Detail:
Blackhawk Network (BHN) Europe 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. Being able to discuss your hands-on experience with these systems during an interview will demonstrate your readiness for the role.
✨Tip Number 2
Highlight any experience you have with ticket management systems and project management, especially if you've led IT projects before. Be prepared to share examples of how you've successfully managed complex IT support tasks or projects in the past.
✨Tip Number 3
Showcase your ability to work in a global team by discussing any previous experiences where you collaborated with colleagues from different regions. This will be particularly relevant given the international nature of the role at Blackhawk Network.
✨Tip Number 4
Prepare to discuss your approach to standardising processes and improving efficiency in IT support. Think of specific instances where you've implemented changes that led to better service delivery or knowledge sharing among teams.
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 hold, such as Microsoft or ITIL, and emphasise your experience with ticket management systems.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the Desktop Support Engineer role at Blackhawk Network. Mention specific projects you've led or participated in that align with their needs, such as managing corporate hardware or leading IT projects.
Showcase Your Problem-Solving Skills: Provide examples of how you've successfully resolved complex IT issues in the past. Highlight your ability to work both remotely and in-person, and mention any experience you have with coaching colleagues or improving processes.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in an IT support role.
How to prepare for a job interview at Blackhawk Network (BHN) Europe
✨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 like SCCM and ServiceNow. Be prepared to discuss your hands-on experience with these systems and how you've used them to solve problems.
✨Showcase Your Project Management Skills
Since the role involves leading complex IT projects, be ready to share specific examples of projects you've managed. Highlight your planning, execution, and any challenges you overcame, especially in a multi-regional context.
✨Demonstrate Your Communication Skills
As you'll be supporting a diverse range of staff across different regions, effective communication is key. Prepare to discuss how you've successfully communicated technical information to non-technical users and how you handle remote support.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world scenarios. Think about past experiences where you had to troubleshoot issues under pressure or manage multiple requests simultaneously, and be ready to walk the interviewer through your thought process.
