Senior IT Technical Engineer (NL)

Ideal Candidate:

Strong communication skills, with previous experience working within the IT Hospitality Industry providing the client with a high level of technical support on-site and remotely. Has broad experience with a range of hardware and software, able to provide general support over a variety of operating systems/devices.

Flexible Home and office-based engineer with periods of extensive travel

As a Senior Third Line IT Engineer, you will be working on a variety of projects as well as assisting other technical teams with any third-line escalations that arise using good general experience across a range of subjects until a resolution is reached. You will be liaising with clients and vendors to ensure a positive communication flow.

It will also be your function to assist the junior team with mentoring on both technical and process matters.

What We Want from You:

A flexible team-focused individual who can also work independently.

You ll be a good communicator, methodical in your work practices and have high expectations of yourself and others. who enjoys interacting with clients and colleagues whilst providing excellent levels of service.

You ll demonstrate your passion by taking pride in your work.

Position Requirements

Key Accountabilities:

• To provide a high level of technical support to internal customers, assisting them with hardware and application problems by phone, email, and face-to-face. To resolve complex queries and engage with relevant teams or external support providers for resolution when necessary
• Work closely with third-party vendors during major incidents and implementation of new services
• To deal with requests for user support from the helpdesk and ensure an efficient, customer-focused response is provided and a high quality of customer service is maintained
• Produce and maintain technical processes, training documentation, and knowledge base articles for our systems
• Resolving incidents, requests, and problems and identifying trends with support from the service teams
• Proactively monitor alerts across various systems to identify developing problems and bottlenecks and take appropriate action
• Ensure KPIs are met, service level agreements and operational level agreements are achieved

Required skills and experience:

• Minimum 5 years experience in a software & hardware support role
• Highly technical with hands-on experience with troubleshooting issues and resolving problems at both server and End User Compute platforms.
• Strong working knowledge of Microsoft Operating Systems including Desktop & Server systems
• Strong Active Directory, File & Folder Permission Management skills
• Firewall management & troubleshooting experience/knowledge (WatchGuard, Meraki, SonicWall, PaloAlto)
• Networking experience and understanding of Switch configuration/management, WAN, LAN, VLAN, DHCP and DNS
• Experience with Virtual server installation, configuration and architecture (ESXi, Hyper-V,)
• Cloud Technologies (Microsoft Azure, Amazon AWS)
• Microsoft Office 365 administration and security compliance knowledge
• ITIL Experience
• SCCM / Deployment technologies experience
• Fluent in spoken & written English

Desirable:

• Experience working with the hospitality industry
• Property Management Systems ideally OPERA, OnQ, Guestline & Brilliant
• Experience in Mobile Device Management (MDM)
• Additional languages would be an advantage but not an essential
• Microsoft or Networking Qualifications
• Experience with RMM tools such as Solarwinds N-Able, ConnectWise Automate and ScreenConnect

Travel:

• Whilst primarily working remotely, this is not limited to your home location. Travel will be a part of this role, limited to up to 50% of your working time and may include global projects

Additional Requirements:

Be part of the on-call escalation rota (Out of hours at weekends and between 7 pm and 7 pm on weekdays).

8 Hours per day (including 1 hour paid lunch) between 7 am and 7 pm.

About Us!
Six Star Global is the leading Hospitality IT Partner. Operating across the globe to provide professional and managed services, support and hospitality technologies and applications to the hospitality industry.
We are an equal opportunities employer. We value people as individuals with diverse opinions, cultures, lifestyles and circumstances. We will actively support diversity, equity and inclusion and ensure that our workforce is valued and treated with dignity and respect. Six Star Global offer a great employee benefits package, including but not limited to:

Benefits:

• Flexible Working
• 35 days paid leave
• 24 weeks maternity leave
• 12 weeks of paternity leave
• Unlimited paid leave once you have been with us for 2 years.

Note: This description is not intended to establish a total definition of the job, but an outline of the duties.