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- Tasks: Provide first and second line IT support across our hotels, troubleshooting and training staff.
- Company: Join the Imperial London Hotels family, a historic and innovative hospitality group.
- Benefits: Enjoy 28 days holiday, discounts, training opportunities, and a supportive work environment.
- Why this job: Make a real impact in a fast-paced, tech-driven hospitality setting.
- Qualifications: 3+ years in IT support, strong problem-solving skills, and a passion for technology.
- Other info: Dynamic role with travel between properties and opportunities for career growth.
An opportunity has arisen for an ICT Support Technician to join Imperial London Hotels, providing first line and second line support across the group. Imperial London Hotels has been running hotels in Central London for over 180 years, currently operating seven 3 & 4-star hotels in the heart of Bloomsbury. Independent and family-owned, ILH has a unique heritage and culture that remains its foundation as it evolves and modernises.
As an ICT Support Technician, you will be at the forefront of our technological operations, providing support to our staff and ensuring that all IT equipment and software are functioning optimally. Your responsibilities will include troubleshooting hardware and software issues, configuring new devices, and providing training to team members on various IT systems. You will work closely with our management team to implement new technologies that enhance our services and improve the overall guest experience.
We are looking for individuals with a strong background in IT support, excellent problem-solving skills, and a passion for technology. You should be able to communicate effectively with a diverse range of people, demonstrating patience and professionalism. A keen interest in the hospitality sector is essential, as you will be working in a fast-paced and lively environment where exceptional customer service is paramount.
You will provide hands-on technical support to staff and management across multiple properties, troubleshoot hardware, software, and network issues, and play a key role in maintaining our critical systems from Office 365 and Active Directory to guest Wi-Fi, PMS, EPOS, and backup/disaster recovery processes. You will collaborate with external vendors, manage our helpdesk system, maintain detailed documentation, support compliance with GDPR, PCI DSS, and corporate policies, and contribute to projects that drive our ongoing modernisation.
This is a hands-on, varied position with regular travel between properties, participation in an on-call rota (around 1 week per month), and the flexibility to respond to emergencies outside normal hours. If you thrive in a fast-paced hospitality environment where no two days are the same, this is the perfect opportunity to make a real impact.
What we’re looking for:
- At least 3 years' experience in a similar IT support role
- Strong hands-on knowledge of Windows Server 2012+, Microsoft Office 365, Active Directory, and Group Policy
- Solid understanding of networking fundamentals (LAN/WAN, DHCP, TCP/IP), wireless networks, and ideally some exposure to switches, VOIP, routing/switching, or backups/DR
- Proven ability to troubleshoot desktop, hardware, and software issues efficiently and professionally
- Excellent English communication skills — confident across face-to-face, phone, email, Teams, and more
- A+ / Network+ or equivalent certification (desirable: Microsoft certifications like MCP/MCSA, ITIL)
- A genuine passion for technology combined with top-tier customer service mindset
- Enthusiasm for the hospitality industry and working in a lively, people-focused setting
What’s In It for You:
- 28 days holiday, rising to 33 with length of service (including bank holidays).
- Access to ILH Training Academy programmes, apprenticeships and supported study
- Holiday Purchase Scheme
- Complimentary uniform dry‑cleaning, plus discounted personal dry‑cleaning
- Interest‑free Season Ticket Loan
- Workplace Pension
- Team member flat rate and 50% friends and family hotel discount
- 50% discount across ILH F&B outlets
- Discounted drinks at Blooms Café
- Employee‑funded Health Cash Plan
- Local Bloomsbury discounts
- Early Pay access
- Shopping discounts with selected retailers
- Salary sacrifice schemes including nursery care, cycle to work, and technology
- Access to mental health first‑aiders, wellbeing support and the Employee Assistance Programme
With a 185-year legacy, our company combines the stability of a long-standing 7th generation family business with the innovation of a startup. We have big plans for growth, and we need someone who shares our excitement for the future, whilst upholding our core values of positivity, care, collaboration, growth, and pride.
ICT Support Technician employer: The Imperial London Hotels Ltd
Contact Detail:
The Imperial London Hotels Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICT Support Technician
✨Tip Number 1
Get to know the company! Research Imperial London Hotels and their values. When you understand their culture, you can tailor your conversations to show how you fit right in with their family vibe.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider info or even a referral, which can give you a leg up in the hiring process.
✨Tip Number 3
Prepare for the interview by practising common questions related to IT support. Think about scenarios where you've solved problems effectively. We want to hear your stories that showcase your skills and passion for tech!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows you're genuinely interested in the role and appreciate the opportunity to chat with the team.
We think you need these skills to ace ICT Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the ICT Support Technician role. Highlight your relevant experience, especially in IT support and customer service, and don’t forget to mention any specific technologies you’ve worked with that match the job description.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for technology and the hospitality sector. Share a bit about why you want to join the Imperial London Hotels family and how your skills can contribute to our mission.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled technical issues in the past. We love candidates who can demonstrate their problem-solving abilities, so share specific instances where you made a difference in your previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on being part of our ILH family!
How to prepare for a job interview at The Imperial London Hotels Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows Server, Office 365, and Active Directory. Be ready to discuss specific troubleshooting scenarios you've faced in the past. This will show that you’re not just familiar with the tech but can handle real-world issues.
✨Show Your Customer Service Skills
Since this role is all about supporting staff and enhancing guest experiences, be prepared to share examples of how you've provided excellent customer service in previous roles. Highlight your patience and communication skills, especially in high-pressure situations.
✨Demonstrate Your Passion for Hospitality
Imperial London Hotels values a genuine interest in the hospitality sector. Share why you love working in this industry and how you believe technology can improve guest experiences. This will help you connect with the interviewers on a personal level.
✨Prepare for Scenario-Based Questions
Expect questions that put you in hypothetical situations related to IT support. Practice how you would approach troubleshooting a network issue or training a team member on new software. This will showcase your problem-solving skills and adaptability.
