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For Companies At a Glance
- Tasks: Manage corporate IT services and support for staff across the UK and EMEA.
- 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 that values innovation and supports global IT initiatives.
- Qualifications: Expert IT support experience with certifications in Microsoft, Mac, Cisco, and ITIL 4 Foundation required.
- Other info: Opportunity to lead exciting projects and coach colleagues in best practices.
The predicted salary is between 30000 - 42000 £ 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, around 100 in EMEA, and up to 6,000 globally who use laptops running Windows 10, Windows 11, and MacOS.
The Onsite Service Desk team provides local support to global IT teams in IT Support, Desktop Engineering, Networking, Voice & Data, Infosec, and other areas as needed.
A suitable candidate will have expert-level experience providing complex IT support both remotely and in-person, with familiarity with ticket management systems, and hold technical certifications in IT support, desktop support, service management, networking, logistics, and shipping/customs.
An ideal candidate would also have experience planning and leading complex IT projects, building dynamic reports, creating documentation, automating business processes, coaching colleagues, and possessing regional cultural and language skills.
Responsibilities:
Immediate:
- Manage corporate hardware in the Apsley office and the UK, including network infrastructure and AV equipment;
- Handle asset management for staff based in Apsley and assist with asset management across EMEA;
- Oversee imaging and deployment of laptops in the UK for new hires, replacements, and refresh projects;
- Lead local projects such as Zoom Room installations, bulk laptop refreshes, and platform migrations;
- Represent global Corporate IT locally in EMEA;
- Support global teams with remote phone support regularly.
Future:
- Standardize support processes in India to align with global standards;
- Document local processes and variations;
- Enhance and unify global processes and knowledge base;
- Identify and implement improvements and efficiencies;
- Coach colleagues in Service Management best practices.
Qualifications:
- Extensive experience providing IT support both remotely and face-to-face;
- Proficiency supporting/administering 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, appreciation days, volunteer leave, birthday time off, enhanced parental leave, pension, group income protection, private medical insurance, employee assistance programs, recognition rewards, and more. We support physical and mental health through various benefits, including hybrid working, office activities, free eye tests, and savings schemes with retailers.
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Desktop Support Engineer employer: Blackhawk Network Holdings, Inc.
Contact Detail:
Blackhawk Network Holdings, Inc. 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 suitability for the role.
✨Tip Number 2
Highlight any experience you have with ticket management systems and project management. Be prepared to share examples of how you've successfully managed IT projects or resolved complex support issues, as this will show your capability to handle the responsibilities outlined in the job.
✨Tip Number 3
Since the role involves working with global teams, emphasise your communication skills and any experience you have in a multicultural environment. Mentioning language skills or cultural awareness can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your approach to standardising processes and improving efficiencies. Think of specific instances where you've implemented changes that enhanced service delivery, as this aligns well with the future responsibilities of the role.
We think you need these skills to ace Desktop Support Engineer
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Desktop Support Engineer position. Understand the responsibilities and qualifications required, and think about how your experience aligns with them.
Tailor Your CV: Customise your CV to highlight relevant IT support experience, especially with Windows 10, Windows 11, and MacOS. Include any technical certifications you hold and specific projects you've led that relate to the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your ability to manage complex projects. Mention your familiarity with ticket management systems and your experience in coaching colleagues, as these are key aspects of the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for an IT support role.
How to prepare for a job interview at Blackhawk Network Holdings, Inc.
✨Know Your Tech Inside Out
As a Desktop Support Engineer, you'll need to demonstrate your expertise in supporting Windows 10, Windows 11, and MacOS. Brush up on common issues, troubleshooting techniques, and the tools you’ll be using, like SCCM and Jamf, so you can confidently answer technical questions.
✨Showcase Your Project Management Skills
Be prepared to discuss any past experiences where you've led IT projects or initiatives. Highlight your ability to manage timelines, coordinate with teams, and deliver results, especially in a global context, as this role involves collaboration across multiple regions.
✨Emphasise Communication Skills
Since you'll be supporting staff both locally and globally, strong communication skills are essential. Be ready to provide examples of how you've effectively communicated technical information to non-technical users or collaborated with international teams.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of specific situations where you've resolved complex IT issues, managed difficult users, or improved processes, and be ready to explain your thought process and outcomes.
