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Technical Support Engineer at Crystal Palace Football Club
London, United Kingdom
Job Descrption
Contract Type Full-time
Salary/ ROP Competitive
Deadline 15 th October 2024
Who we are:
We are Crystal Palace Football Club, a Premier League Football Club with more than 160 years of proud history. Spread across three different sites – our London office, Selhurst Park stadium and our Training Ground/Academy, we offer the best atmosphere and culture for our fans and our employees.
We strive for excellence in the workplace with a philosophy of high standards, professionalism, and a strong work ethic from our employees. We are constantly trying to grow, diversify and build with not only our team on the pitch, but also our team in the offices and on the ground.
About this role:
Working as part of a busy and technically diverse IT team, dealing with support calls, responding to email queries and managing service tickets, the technical support engineer will act as the front line for technical support requirements. Supporting staff both on-site and... remote, the role is very much customer facing and therefore exceptional customer care is required. Building good rapport with end users will be achieved through well-mannered solution focused interaction; the Club IT team will have a reputation for approachability and clear jargon-free communication.
Working with the service delivery manager to introduce procedures and processes in order to streamline IT support and ensure structure to the delivery of support services.
The role requires experience working to KPIs and SLAs and the right candidate will be used to working with IT service management systems to log tickets and communicate with end users. The work will be varied and challenging, with the freedom to take tickets right through to resolution; only escalating to senior technical personnel where technical expertise is required.
Working with a close-knit team, the technical support engineer will keep in constant communication with senior colleagues to ensure recurring incidents are addressed through the relevant change projects.
Desktop support (Windows & MS Office), events technical support (AV and IT), mobile device support, user account management, liaising with 3 rd party service providers and application suppliers, device roll-out, supporting printers and peripherals, documentation and procurement will all be within the scope of this role.
Responsibilities:
• Working as part of a busy IT function, resolving IT incidents & service requests in a timely manner
• Working both face to face and remotely with colleagues in multiple locations
• Provide tech support for both day-to-day business operations and scheduled events (Match days and Events)
• Travel to other Club sites as required
• Proactively identifying areas for process improvement and driving the implementation of best practices to improve IT efficiency and effectiveness.
• A commitment to knowledge sharing and clear, detailed documentation
• Always being welcoming, personable, articulate, literate, conscientious
• Being able to converse with all levels of colleagues, confidently
• Being able to explain technical concepts in layman’s terms without
• Being able to multi-task and manage time under pressure
• Ensuring an excellent communication manner; polite and professional
• Ensuring potential issues are addressed proactively
• Carrying out change and implementation projects as part of a project team
• Provide match day technical support as required – out of hours
• Provide event day technical support as required – our of hours
• Provide on-call support – as part of a scheduled rota, be a technical contact for critical issues during evenings and weekends.
• Assist with the internal procurement service
• Ensure on/off boarding of staff is carried out effectively
• Ensure all Club assets are recorded accurately detailing attributes such as renewal dates
• Other duties and responsibilities as required by line manager.
• Upholding and promoting the Club’s policies and procedures, including Health and Safety, Safeguarding and Equal Opportunities policies and procedures.
Experience, Skills and Qualifications:
Essential :
• Strong 1 st line support knowledge with emerging 2 nd line knowledge (3 – 4 years)
• Good knowledge and exposure to Active Directory administration (3 years)
• Good knowledge of troubleshooting Windows 10 and 11 (4 – 5 years)
• Some knowledge and exposure to Office 365 administration (users, groups and license management) - (2 – 3 years)
• Strong experience with Microsoft Teams – communication, Sharepoint, OneDrive data repositories ( 2 – 3 years)
• Good knowledge of troubleshooting network issues (TCP/IP) and identifying points of failure (3 - 4 years)
• Knowledge of IT Service Management / ticketing systems (4 – 5 years)
• Experience liaising with third parties such as ISPs to resolve internet outages (4 – 5 years)
• Strong knowledge of installing and troubleshooting MS Office, Adobe products and other applications (4 – 5 years)
• Good knowledge of troubleshooting printers, mobile devices & desktop accessories (4 – 5 years)
• Ability to troubleshoot third party software and liaise with their support desks (4 – 5 years)
• Excellent time management
• Ability to prioritise effectively
• Excellent communication both verbally and written
• Some Windows Server administration (1 year)
Desirable :
• Experience providing event focused technical support
• Knowledge / experience with AV support
• Knowledge of cloud computing (Azure) / working within data centres
• Knowledge or exposure to virtualisation technology i.e. VMware
• Knowledge of proactive server and network monitoring software
• Knowledge of backup appliances and cloud backup solutions
• Experience with detailed documentation
• Point of Sales (POS) system exposure is highly desirable
• Fortinet exposure
Benefits:
• Complimentary match day ticket
• Reward and Discount Scheme through our Tech Scheme and Simple Health app
• Health and Wellbeing benefit scheme
• 20% Discount in our Retail Stores
• Volunteering Day - 1 Workday off to support a charity of your choice.
• Travel Season Ticket loan
• Holiday allowance that increases every year of service
Our commitment to Equality
At Crystal Palace Football Club, Equality, Diversity & Inclusion is spirited and continues to grow due to the working environment, which makes all staff feel appreciated and welcomed. Crystal Palace Football Club do this by encouraging good relations and practices towards different groups and are committed to promoting employment opportunities that celebrate diversity.
We are committed to attracting, recruiting, and retaining the most talented candidates and the club intends to ensure that everyone who wishes to engage with the club, whether as matchday fans, staff, players, board members, participants in Foundation programmes and any other person engaged with the club's activities, has a real and equal opportunity to do so.
Reasonable Adjustment
If you require disability-related adjustments during the recruitment process, please contact DLO@cpfc.co.uk (DLO inbox is for disability-related queries only, if you wish to gain further information regarding this vacancy, please contact recruitment@cpfc.co.uk ). We are here to help you through the whole recruitment process including trying to apply for a vacancy, getting in touch with us through the process, and/or helping with access in case you are required to come in for an interview.
Safeguarding
Crystal Palace Football Club is committed to safeguarding and ensuring the welfare and protection of children and vulnerable people and expects all staff to share this commitment. As such, the post holder will be required to undergo any relevant security checks, including a comprehensive background check, Enhanced Disclosure and Barring Service (DBS) to ensure the safety and protection of children and vulnerable individuals
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