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IT Support Engineer

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IT Support Engineer

  • Haylock House, Kettering Parkway, Kettering, Northamptonshire, United Kingdom, NN15 6EY
  • Full Time
  • Travel + Leisure Co.

Put the World on Vacation

At Travel + Leisure Co. our mission is simple: to put the world on vacation. We turn vacation inspiration into exceptional travel experiences through nearly 20 of the world’s leading travel brands under Wyndham Destinations, Panorama, and Travel + Leisure Co. Together we’re shaping the future of the travel industry by creating new possibilities for vacationers. That’s part of what makes our work fun and interesting. Every day is a chance to learn something new and influence the global business. 

A professional level IT role, providing a proven technical skillset mainly within the end user related technology arena. The role will predominantly involve 2nd and 3rd levels of end user IT engineering, escalations from the Service Desk and IT consultancy to the business.  The role will also be inclusive of occasional first line support to the business when required. To support and maintain key business information systems in line with current business strategy with an emphasis on, but not limited to, end user business information systems environment and associated software and hardware.

KEY TASKS/RESPONSIBILITIES/ACCOUNTABILITIES

  • Support and maintains core operations of the RCI Endpoint environments across all RCI offices according to agreed service levels. This involves L2\L3 support including leading IT Endpoint projects and deployments. 
  • Assist associates with Endpoint\Printer\Telephony and Software provisioning in accordance with Global Processes
  • Provides L2 service resolution for all Incidents
  • Lead development of engineering solutions in collaboration with other IT teams.
  • Manages technical escalations from other teams. 
  • Delivers all user IT service requests, new/updated hardware and software to agreed service levels, compliance requirements in line with business needs.
  • Supports shift left initiative – providing supporting documentation for L1 services
  • Provides proactive problem management and engages in continuous improvement.
  • Manages 3rd party warranty contracts and relationships for all end user IT equipment ensuring all incidents be logged with the provider, taking ownership through to resolution.
  • Supports the implementation of new applications/services into the production environment in line with business controls.
  • Reviews and updates the end user IT environment to Global security standards and guidelines (SOX, PCI).
  • Engage with other IT teams through the provision of accurate information, project involvement, testing and validation.
  • Upholds all corporate IT initiatives and strategies, providing technical and administrative assistance.
  • Supports the business as part of an on-call rota where out of hours assistance may be required.
  • Creates, publishes and maintains relevant departmental and end user Knowledge Base articles.
  • Travel may be required where necessary.

QUALIFICATIONS/EDUCATION REQUIRED

MINIMUM

  • Second Level with appropriate exposure/experience for the post.

DESIRABLE

  • Third Level and/or professional certifications/experience

SKILLS/KNOWLEDGE REQUIRED

MINIMUM

Excellent knowledge of the end user computing environment including, but not limited to:

  • Call Centre Technologies both Endpoint and Telephony
  • Excellent knowledge of System Center Configuration Manager
  • Excellent working knowledge of O365
  • Excellent working knowledge of Endpoint Operating Systems, including imaging and customisation.
  • Good understanding of OKTA, Multi-Factor Authentication
  • Active Directory Services, Group Policy Manager, Enterprise printing and Enterprise Telephony
  • Corporate Security Administration Obligations including AV, VPN, Rapid 7 Vulnerability Mgmt.
  • Mobile device Technologies, Management and encryption, Mobile Iron

DESIRABLE

  • ITIL
  • SCRUM

RELEVANT CAREER HISTORY/EXPERIENCE NECESSARY TO FULFILL THE JOB ROLE

MINIMUM

  • Hands on exposure and responsibility for the aforementioned skillset.
  • Needs to be able to demonstrate same and be able to work independently when required.
  • 3 years plus of hands on, end user computing infrastructure.
  • Demonstrable experience with enterprise class software solutions.

DESIRABLE

  • Relevant and most recent professional IT certification is desirable, though not critical.

COMPETENCIES (RELATING TO PERFORMANCE MANAGEMENT SCHEME COMPETENCY MODEL)

Customer Obsession: With an intense focus on our customers, we will do what is in our power to establish and maintain effective relationships and gain their trust and respect.  We will cultivate strategic customer relationships and gain their trust and respect.

Decision Velocity: We will be driven by our decision velocity as we get great work accomplished and achieve the right results.

Transparency: We will convey an image and behave in a manner that is open and transparent. This will happen by supporting our organisation's vision, strategic pillars, values and core competencies and demonstrating the qualities, traits, and demeanour that best supports transparency.

Empowerment:  We will be empowered and accountable around the work we do and in support of Wyndham Destinations (the culture, vision, strategic pillars, values and core competencies). We will get things done and be able to shift swiftly and effectively in support of our organization.

ADDITIONAL COMPETENCIES & BEHAVIOURAL CRITERIA

  • Excellent interpersonal, report writing and documentation skills.
  • Ability to learn quickly from team members on business information systems and to demonstrate an ability to train others where required.
  • A professional, energetic, positive and committed attitude is essential.

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-27708

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