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Information Technology Support Engineer
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2nd Line Service Desk Engineer
Hospitality MSP | Remote | £32,000 + 10% Bonus
All applicants must have the right to work in the UK, unfortunately we cannot provide sponsorship. 2-3 years IT Support experience in the hospitality sector is essential for this post.
ABOUT THE ROLE
We are working with a well-established Managed Service Provider with a strong specialism in the hospitality sector to find a 2nd Line Service Desk Engineer. This is an exciting opportunity for a technically skilled support professional who understands the unique demands of hotel and hospitality environments. You will be part of a busy, collaborative service desk team providing 2nd line technical support to a client base that includes hotels, hospitality groups and associated businesses. You'll act as an escalation point for 1st line queries, working across both Microsoft technologies and industry-specific hospitality systems, driving issues through to resolution.
Candidates will also be required to work one weekend per calendar month.
KEY RESPONSIBILITIES
- Provide 2nd line technical support to hospitality clients via phone, email, and ticketing system.
- Troubleshoot and resolve escalated incidents relating to hotel and hospitality-specific systems.
- Support and maintain Property Management Systems (PMS), Point of Sale (POS) systems, and back-end hotel software.
- Administer and support Microsoft environments including M365, Azure AD, and Windows Server.
- Manage tickets in line with agreed SLAs, ensuring clear communication with clients throughout.
- Liaise with 3rd party vendors and suppliers on behalf of clients where required.
- Document resolutions and contribute to the internal knowledge base.
- Escalate complex issues to 3rd line where appropriate, with full and accurate case notes.
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REQUIRED SKILLS & EXPERIENCE
Hospitality Systems (Essential):
- Hands-on experience supporting Property Management Systems (e.g. Opera, Protel, Mews, Cloudbeds, or similar).
- Experience with Point of Sale (POS) systems in a hotel or hospitality environment.
- Familiarity with back-end hotel software and hospitality-specific integrations.
- Understanding of the operational demands of the hospitality sector, including the importance of 24/7 uptime.
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Microsoft & Technical Skills:
- Strong Microsoft skills — M365, Azure Active Directory, Windows 10/11, Windows Server.
- Networking fundamentals — TCP/IP, DNS, DHCP, VLANs, Wi-Fi troubleshooting.
- Experience working within a Managed Service Provider environment.
- ITSM/ticketing system experience (e.g. ConnectWise, Autotask, Halo PSA, or similar).
Soft Skills:
- Excellent communication skills — able to deal with non-technical users in a client-facing environment.
- Strong problem-solving ability and a calm, methodical approach under pressure.
- Ability to manage multiple priorities and work effectively within shift patterns.
WHAT'S ON OFFER
- £32,000 basic salary + 10% annual bonus.
- Fully remote working.
- Work within a specialist, growing MSP with a strong foothold in the hospitality market.
- Opportunity to develop deep sector expertise alongside broad technical skills.
This role is being recruited exclusively by Set2Recruit. To apply or find out more, please contact lauren@set2recruit.com.
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