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We have a permanent opportunity for an experienced and passionate 2nd Line Support Engineer looking to join our IT Service Operations Team. Working centrally in our Birmingham City Centre head office, reporting into our 2nd Line Support Manager as a 2nd Line Support Engineer, you will be working as part of a team dedicated to excellent customer service and outstanding technical support, across both Mitchells & Butlers retail and corporate users. This is a fast paced and demanding role, where you will primarily be acting as a single point of contact for our corporate end users/central support teams to receive IT support and maintenance. As 2nd Line Support Engineer, you will have proven experience installing, diagnosing, repairing, maintaining, and upgrading all hardware, software, applications, and equipment to deliver optimal workstation performance for all users. You will also support the 2nd line support team with day-to-day activities, such as call management and escalations.

In the role of 2nd Line Support Engineer, you will be exposed to a broad range of business projects and activities, and there will be an opportunity for you to support improve systems and processes, through contribution and collaboration with various teams and stakeholders.

Join us at Mitchells & Butlers, the heart of hospitality. With over 1,600 sites we’re the home of some of the nation’s favourite restaurants, bustling bars, cosy country pubs and the local you didn’t know we owned. Think of a brand for any occasion, we’re all about providing moments to remember. If you’re passionate about hospitality, we want to hear from you!

What’s in it for me?

• Love eating out? You'll love it even more with a massive 33% discount across all our brands, so whether its date night at Miller & Carter or family roast at Toby Carvery we’ve got you covered.
• Never a dull moment - fun, laughs and lifelong friends!
• Payday social – Held in our office bar (Yes, we have a bar in the office!)
• Buy up to an extra 2 weeks holiday – life is for living after all!
• Annual Bonus Scheme – We’re all about rewarding the hard work everybody puts in.
• Private medical plan- to help keep you safe and secure
• Employee Helpline – for whatever life throws at you

On top of all this, we offer; a pension, 26 days paid holiday, high-street shopping discounts; and we even give you free shares! There's also a free employee helpline- to support you with whatever life throws at you.

What will I be doing?

• Effectively installing, diagnosing, repairing, maintaining, and upgrading all hardware, software, applications and equipment to deliver optimal workstation performance for all users
• Successfully troubleshooting problem areas in a timely and accurate fashion and providing end-user assistance where required
• Supporting your team of dedicated engineers in managing day to day support issues across Mitchells & Butlers pub and restaurant estate
• Drawing on your skills and experience to partner other technical areas of the department/business to diagnose and resolve more complex issues
• Perform general preventative maintenance tasks on all devices, hardware or authorised equipment
• Perform remedial repairs on all devices, hardware or authorised equipment
• Undertake the management of ServiceNow tasks or incidents assigned to the person or team
• Configure software / hardware to meet user specifications and site standards.
• Perform work in compliance within specified warranty requirements.

What do I need?

• A self-motivated, meticulous and flexible approach to your work
• Strong working knowledge of Microsoft systems and applications, including but not limited to Windows OS, Office 365, Microsoft Office suite
• Comfortable with ITSM tools specifically ServiceNow
• Broad knowledge and understanding of mobile devices and applications including Apple iOS and Android operating system
• Good understanding of IT infrastructure covering network and server knowledge, including Cisco Meraki and the associated devices such as Router, Switch, AP
• Knowledge and understanding of TCP/IP, DNS, DHCP, Active Directory
• Excellent written and verbal communication standards
• Confidence in dealing with various devices and hardware, including but not limited to laptops, desktops, tablets and printers

Closing date: Midnight, Tuesday 13th June 2023