Senior IT Support Engineer

With offices in the UK, USA and South Africa, we are a growing Travel Management Company specialising in the charity, academic and not-for-profit sectors, and we are proud and passionate about what we do.

We are currently looking for a Senior IT Support Engineer to provide customer service and technical expertise. Working at the forefront of Desktop System Support and IT Service Support, you will provide day to day support for internal customers of the IT Services, and project-based work leading to the development and deployment of new IT services. You will work on a wide range of systems, adapt quickly, take on challenges, whilst striving to continuously improve IT Service quality. Key tasks will involve:

• Log and respond to IT Requests via phone, e-mail, video call and in person using the Managed Service Desk Tool

• Asses/triage 1st/2nd line IT technical faults and deliver resolutions within the designated service level agreements, to ensure complete and timely resolution

• Re-assign 3rd Line IT Requests and work with IT escalation teams/partners as required

• Build/configure IT equipment for company employees

• Assist with IT Service Desk Team admin tasks, such as IT Procurement, Shipping Requests, Asset Management, New Starter Account Creations

• Participate in a 24-hour on-call rotation (including weekends and bank holidays) to ensure the continuous operation and support of our end user and IT infrastructure

• Excellent customer service experience is essential

• Experience supporting corporate users with Microsoft infrastructure administrative packages (such as Active Directory, Azure, Group Policy, Intune, Office365)

• Technical knowledge of computer hardware

• Experience supporting corporate users with Microsoft technologies in both end user and administration (DHCP, DNS, VPN)

• Experience supporting corporate users with IT Security systems (such as Antivirus, Web Filtering, Email Filtering)

• Basic scripting abilities using PowerShell and knowledge of working with Manage Engine & Zoho One would be desirable

In return you will receive:

• Salary to £30k plus additional on-call working allowance (£2,400) per annum 

• 23.5 days holiday (plus bank holidays), rising to 24.5 days after 12 months of service

• Option to buy or sell additional annual leave

• Excellent opportunities for progression

• Employee Assistance Program

• Healthcare Cash Plan

• Pension

• Life Assurance

• Season ticket loan

• Discounted staff travel

• Cycle to Work Scheme

If you are interested in our role and meet the requirements above, then please do get in touch. Our working hours are 8.45am - 5.30pm, Monday – Friday. You would also be ‘on call’ for a week at a time and would be required to cover 1 out of every 4 weeks. In order to assist you to perform the above additional duties the Company will provide you with a mobile phone or reimburse you £25.00 per month to cover the additional charges incurred by you. The role is based in our central Manchester office.

Welcome to Diversity Travel – We are a successful travel management company for the charity and academic communities. We are passionate about developing our people, creating dynamic partnerships with our customers and providing responsible travel solutions. We invite you to visit our company LinkedIn page https://www.linkedin.com/company/diversity-travel/ to learn more about us and what we do.

PASSIONATE - We’re driven to help make the world a better place, creating dynamic partnerships with our customers and an environment for our people to thrive.

BOLD - We embrace innovation and challenge the status quo to deliver outstanding results.

MINDFUL - We prioritise sustainability, ethical practices, and responsible travel, ensuring that our service leave a positive and lasting impression.