Guestline Hiring for Second Line Support Engineer Job at Birmingham, England Full Time

About the opportunity

We’re looking for a dynamic and enthusiastic Support Engineer with proven experience supporting desktop, server, network, and general IT systems to join our UK support team.

This position will be working in the Second Line team of the Guestline support desk. This team is responsible for investigating issues that arise from our full product suite including our award winning Property Management System (PMS), our Electronic Point of Sale (EPoS) system, and our many interfaces to 3rd party systems such as till systems, phone systems, door locking and heating to name a few. As an omnichannel Support Team this support is provided 07:00 to 23:00 365 days a year through telephone, email and live chat. Shifts are allocated on a rota basis, produced up to one month in advance.

What we need you to do

• You’ll be investigating and resolving tickets logged by customers, Guestliners, and 3rd parties with a high level of accuracy and detail
• Speaking with customer over the phone, on-line live chat, and via email to help resolve any problems they’re experiencing
• You’ll be able to talk through issues with customers, 3rd parties, and Guestliners alike in both technical and non-technical terms
• Troubleshoot and provide recommendations on hotel servers, workstations and networking when required to ensure that Guestline’s award winning products are installed in a secure and optimal environment
• Sometimes things will be slightly too tricky for you to resolve so we’ll need you to escalate tickets to our Third Line Team on occasions
• We’ll need you to follow internal security and data handling procedures to ensure we’re complying with GDPR and PCI

About you

• You’re bold and prepared to drive change – you use learning techniques, soft skills and lead by example to inject new ways of thinking wherever needed and you’re not adverse to trying new things in order to deliver the best possible service
• You’re tech-savvy – you’re adaptable to learning new technologies and terminology, and take an interest in software development, back office tools and script development
• You’re kind – one of our most important attributes in a Guestliner, you’ll go out of your way to help others and feel proud when others around you succeed
• You relentlessly think Guest – thinking of the Guest comes second nature to Guestliners, we put a customer lens on all that we do.
• You’re super organised – you have the ability to manage multiple investigations ensuring you prioritise workload accordingly
• You’re a problem solver – you keep an eye on the detail to deliver relevant and timely resolutions
• You’ve got a curious mind– you read around your subject and default to open when it comes to sharing knowledge
• You’re a self-starter – You can deal with ambiguity, working from your own initiative with a proactive approach

Additional skills that could be beneficial

• You’ll have worked with and have a sound understanding of Microsoft desktop operating systems (7 / 8 / 10), current Microsoft server operating systems, Microsoft Excel, Networking (O/S level), SQL Server or other database platforms
• Previous experience of working in a Support Desk environment and the use of associated Support Desk software & processes
• Some previous experience with EPOS systems
• A strong analytical mindset with the ability to make decisions
• Experience with Microsoft Azure and cloud computing

About us

At Guestline, we craft thoughtful products that help hoteliers effortlessly welcome and manage their guests. We’re central to the lives of thousands of hotels and their fantastic staff around the world, our users interact with our software in many areas of their working day and we’re here to make their lives more enjoyable, more productive and to help them provide a better service to their guests. It’s this relationship that we help build between Hotels and their guests that mean we have vast scope for innovation, disruption, and enhancement every step of the way.

Our diverse team is filled with bold, ambitious, and creative minds, spread across five countries, we’ve quickly grown to over 200 people. As a 25-year-old company with deep and long-standing relationships, our history guides us and gives us great position in the market, but it’s our innovation and international expansion that will keep us successful.

Our growth has been fuelled by investment from Riverside PE, a leading US Private Equity firm who have a strong track record in supporting disruptive ambitious businesses to become market leaders.

What we can offer

• Competitive salary
• 25 days holiday
• Private Medical Insurance
• Pension
• Location: We have offices throughout Europe, however we can offer remote working

Equal Opportunity

The best ideas are often the least expected and require new ways of thinking; that’s why our teams at Guestline are made up of broad range of talented people. We are proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.

Data Privacy

Personal information about unsuccessful candidates will be held by us for 12 months after the recruitment process has been completed, it will then be deleted. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data.

Once a person has taken up employment with Guestline, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Guestline has ended, we will retain the file in accordance with the requirements of our retention schedule and then delete it.

Agencies

As much as we appreciate the help, we’re using our own direct sourcing methods or we’re working with one of our carefully selected Agency Partners on this vacancy. To find out a little more about how we partner with agencies please email [email protected] FAO our Head of Talent, speculative phone calls will not be taken by our team neither will CV submissions without Guestline or the candidates expressed consent.

Job Type: Full-time