IT Service EngineerJob Purpose
The IT Service Engineer is responsible for delivering high-quality technical support and maintaining reliable, secure IT services across all Blackpool Tourism Limited sites. The role ensures business-critical systems remain operational within a fast-paced, customer-facing, seven-day environment, minimising disruption to business operations and delivering excellent customer service.
Working closely with the IT Service Manager, Blackpool Council ICT, site General Managers, third-party suppliers and internal stakeholders, the postholder will provide first and second-line support while contributing to infrastructure management, cyber security, service improvement initiatives and selected third-line activities. The role plays an important part in maintaining resilient IT services and supporting technology projects across the organisation.
Key ResponsibilitiesIT Service Delivery
- Deliver first and second-line IT support across all Blackpool Tourism Limited sites.
- Respond promptly to incidents, service requests and technical queries in accordance with agreed service levels.
- Diagnose and resolve hardware, software, networking and connectivity issues.
- Escalate and work collaboratively with Blackpool Council ICT and third-line specialists to resolve complex technical issues.
- Maintain accurate documentation, asset records and service tickets within the IT Service Management system.
- Contribute to service improvement initiatives by identifying recurring issues and recommending long-term solutions.
Systems & Infrastructure Support
- Install, configure and maintain desktops, laptops, mobile devices, printers and peripheral equipment.
- Support business-critical technologies including POS/till systems, telephony, CCTV, digital signage and Wi-Fi.
- Assist with administration of Microsoft 365, Active Directory/Entra ID, networking, cloud services and server infrastructure.
- Carry out system patching, software deployment, upgrades and preventative maintenance.
- Monitor system performance and proactively identify issues before they impact operations.
- Support backup, recovery and disaster recovery processes.
Cyber Security & Compliance
- Assist in maintaining cyber security controls, standards and best practice.
- Support user account administration including onboarding, offboarding and access permissions.
- Identify, report and assist in resolving security vulnerabilities and incidents.
- Ensure endpoint devices remain compliant with organisational security policies.
- Promote cyber security awareness and good IT practices across the organisation.
Operational Support
- Provide technical support across multiple attractions and operational sites.
- Support technology requirements during seasonal events, peak trading periods and new attractions.
- Perform planned preventative maintenance to maximise system availability.
- Participate in an out-of-hours support rota where required.
- Liaise confidently with operational managers, suppliers and technical partners to minimise service disruption.
Projects & Continuous Improvement
- Support delivery of infrastructure upgrades, technology refreshes and business improvement projects.
- Assist with planning, testing, implementation and documentation of new systems.
- Participate in infrastructure improvements alongside Blackpool Council ICT and third-party suppliers.
- Identify opportunities to improve IT services, automation and operational efficiency.
- Contribute to technical documentation, knowledge sharing and continual service improvement activities.
Person SpecificationEssential
- Experience providing first and second-line IT support within a commercial or customer-focused environment.
- Strong knowledge of Windows operating systems, Microsoft 365 and end-user technologies.
- Experience supporting hardware, software, networking, printers and mobile devices.
- Good understanding of Microsoft Active Directory, Entra ID and user administration.
- Experience supporting customer-facing technologies such as POS systems, telephony or Wi-Fi.
- Ability to troubleshoot and resolve technical issues independently while recognising when escalation is required.
- Experience working alongside third-line engineers, external suppliers or shared ICT services.
- Excellent communication and customer service skills.
- Strong organisational skills with the ability to prioritise competing demands.
- Full UK driving licence and willingness to travel between sites.
Desirable
- Experience supporting Microsoft Intune or endpoint management solutions.
- Knowledge of networking including switches, wireless infrastructure, VLANs and TCP/IP.
- Experience supporting Azure or cloud-based infrastructure.
- Understanding of ITIL principles and IT Service Management.
- Experience within hospitality, leisure, attractions or retail environments.
- Technical certifications such as Microsoft, CompTIA or Cisco.
- Experience working with Blackpool Council ICT or within a shared ICT service environment.
Professional Attributes
- Delivers excellent customer service with a proactive and professional approach.
- Takes ownership of issues through to successful resolution.
- Builds effective relationships with colleagues, suppliers and stakeholders.
- Remains calm and methodical during service incidents.
- Demonstrates initiative and a commitment to continuous improvement.
- Adapts effectively to changing operational priorities within a seven-day business.
- Maintains a strong focus on service quality, reliability and business continuity.
Pay: £28,000.00-£32,000.00 per year
Work Location: In person
