Riviera Travel
IT Support Engineer
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Role Purpose
As a member of the IT Operations team, this role will work alongside a young service desk team and partner organisations to deliver IT support to the business.
This is a varied role which can really make a difference across a wide aspect of the company. This role will involve various aspects of support including but not limited to:
- Desktop Hardware Support - the rollout and maintenance of endpoint devices (Laptops, Printers, etc).
- User Account Management – New Starters, Changes, Password Resets, Leavers.
- Server Support – System Maintenance, Security Integrity, Upgrades, Patching, Backups, Restores, etc
- Telephony support – Mitel – Ignite, MiCollab, Apple – Apple iOS and Apple business manager
We have great relationships with the business and suppliers, your positive and proactive approach to service and support will be key to helping this grow. The role will act as support for Incident triage and management, as well as Problem management and other aspects of ITIL frameworks, such as Asset and Change Management.
Being part of this team is a fantastic opportunity for you to develop your career both within the IT area and the Riviera business working with your line manager to build on your skills and development areas for support your career development.
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Key Responsibilities
- Working with the team to provide a functional service desk, supporting office users incident and service tickets.
- Participate in an On-Call Rota for out of hours cover.
- Ability to triage Incidents effectively, manage tickets with appropriate levels of prioritisation, working to the correct Internal (IT Ops, Development, Platform, Cyber, Digital etc) or External Teams (Vendors)
- Creating and maintaining accurate documentation of how to use and administer services within the business.
- Administration of Microsoft 365 (Exchange, SharePoint, Teams) and Apple business manager to manage operations of the business.
- Respond to incidents related to Endpoint device management and administration across our estate for internal users.
- Managing User accounts for Starters/Existing/Leavers, across the business using AD and Entra ID.
- Managing Server estate – Patching, capacity management, backup/restore
- Monitoring and alerting of infrastructure, as well as corrective maintenance.
- Helping to perform Root Cause Analysis on problem tickets and to work to resolve the underlying issues.
- Helping to diagnose and rectify connectivity issues, including networking, firewall or permission issues.
- Some project work is expected as part of Operational Services.
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Skills, Experience & Qualifications
Essential Skills/Capabilities
- Incident Management / Triage.
- Modern Desktop Administrator - Endpoint device management / InTune
- Understanding of Windows 11 fundamentals
- Windows Server 2019 / 2022 exposure.
- Ability to communicate and work as part of a team
- Exposure to public cloud computing- Azure – ideally with AZ-900 qualification
- PowerShell scripting
- Experience in firewall functions and Web security
- A good understanding of ITIL Fundamentals
Desirable Skills/Capabilities
- Experience working with RBAC, VLANs and VPN configurations.
- Server-based client services (DHCP, DNS, NPS)
- Microsoft Desktop Certified - MD-100/MD-101
- Microsoft Security Fundamentals – SC-900
- Firewall configuration
- Mitel Telephony
- CMDBs/Asset control.
- Active Directory (Preferably Entra ID) exposure.
- Microsoft 365 administration – Exchange, SharePoint, Teams
- Microsoft Azure Administration
- Awareness of ISO20001
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