The overall aim of the role:

We are looking for an IT Support Technician to join our team. The successful candidate will be responsible for being the initial point of contact for all IT issues within the Spa. The technician will show a strong aptitude for troubleshooting and resolving issues autonomously, escalating to other team members where required, although having the ability to resolve more complex issues is an advantage. Additionally, the technician will be responsible for monitoring the internal ticketing system and assigning unassigned tickets to the correct group.

You will be expected to participate in an on-call rota, as well as providing support outside of contracted hours, on occasions, where the business requires it.

(We reserve the right to close this vacancy early if a suitable candidate is found)

What you'll do:

Key responsibilities of this role will include:

• Handling and responding to incoming support telephone calls, Tickets and e-mails and, where possible, working to a target of a first-time fix in line with our internal SLA’s
• Diagnose and resolve 1st and 2nd Line Tickets, utilising their own knowledge, experience and that of those in the team.
• Record and manage all incidents on internal and external supplier ticketing systems, ensuring that all allocated and open incidents are updated on a regular basis.
• Proactively identify issues before they arise, as well as identifying any recurring incident patterns that may need escalation.
• Provide a High Level of desktop support
• Maintaining a high level of interaction with end users and management at all levels of the business
• Prepare, test and deploy proactive maintenance on Desktops/Laptops and Servers
• Supporting and maintain backup software and recovery points..
• Helping maintain network services: DHCP, DNS, Firewalls, Switches, Wi-Fi
• Maintaining Endpoint protection on all company user devices
• Providing regular IT presence on all company sites.
• Any other task set by the IT leadership or business management teams.

Requirements:

• Minimum 3 years’ experience in a 1st/2nd line support role.
• Excellent Windows desktop knowledge.
• Excellent troubleshooting skills.
• Excellent verbal and written communication skills.
• Good knowledge of Active Directory and Group Policy.
• Basic understanding of networking principles (DHCP, DNS, VLANs).
• Proven track record in learning new skills and technologies.
• Full UK Driving Licence and own transport.

Who you’ll be:

The successful applicant will be able to demonstrate:

• A high attention to detail
• Excellent time management
• The ability to work under pressure
• Being able to work independently as well as part of a team
• The ability to plan and manage deadlines and targets
• A desire to learn new technologies and processes

What we’ll offer you

We offer generous benefits and rewards including:

• Life Assurance (4 X Annual Salary)
• Membership to Nirvana Spa and Gym 108 facilities
• Medical Cash plan through Medicash *
• Contributory company pension scheme
• Paid breaks
• Discounts on selected products
• Annual flu vaccine
• Company sick pay *
• Free on-site parking

(* upon successful completion of probationary period)

Equal Opportunities

Nirvana Spa and Leisure Ltd recognises that discrimination in the workplace in any form is unacceptable and in most cases unlawful. We have therefore adopted an Equal Opportunities Policy to ensure that all job applicants and employees are treated fairly and without favour or prejudice. We are committed to applying this policy throughout all areas of employment, recruitment and selection, training, development and promotion. In all situations, people will be judged solely on merit or ability.

We will ensure that no job applicant or employee receives less favourable treatment on the grounds of race, colour, nationality, ethnic, or national origin, sex, marital status, sexual orientation, disability, political opinion/affiliation, age, religion or belief. Our application form will be as simple and straight forward as possible and we will not ask for unnecessary information. Interview questions will be related to the requirements of the job and we will not seek irrelevant qualifications. Applicants will be short listed/selected solely on the basis of capability