Role Purpose

As a Tech Bar Engineer, you will provide 1st and 2nd line systems support to end users, ensuring the smooth operation of daily business activities. Collaborating closely with the Support team and Lead Tech Bar Engineer, you will help deliver a professional and efficient Tech Bar Service.

You will work alongside Infrastructure Analysts and the Application Support Team to enhance service levels and system availability and support arising incidents and service requests. Additionally, you will identify and report issues to urgent and P1 issues to the relevant teams for further investigation or improvement opportunities, contributing to the continuous enhancement of our systems and services.

Responsibilities

Operational 

• The Tech Bar Engineer will be an integral part of the Tech Bar Team, responsible for monitoring the call logging system (Fresh service), addressing walk-up requests, and responding to various alerting and monitoring systems.
• Provide day-to-day support for all retail and hospitality POS systems, server, and cloud applications, as well as Bartender, mobile, and POS hardware.
• Support retail and hospitality systems on a shift rota basis, covering 7 days a week and store opening hours.
• Out-of-hours support is expected which will be conducted as part of a team rota.

People & Collaboration 

• Clearly communicate verbally and in writing to all levels within the organization, ensuring effective support across the entire organization.
• Commit to the highest standards of service, working and communicating effectively within the team.
• Administer user accounts, permissions, and applications with access to privileged information, maintaining trust, confidentiality, and professionalism at all times.

Previous Experience (including qualifications where relevant)

*       Minimum of 3 years proven experience as a Tech Bar Engineer, or a similar role, preferably within the Retail sector.

*       Demonstrable expertise with the essential applications listed below.

*       Extensive experience working as part of a customer-facing support team, while also being capable of working independently.

Role Specific Criteria (Category/Department/Technical)

Essential: 

Microsoft Office (2013/2016/365)

Windows Server 2008R2/2012/2016 administration

ITIL 4 Foundation

Microsoft Exchange Server 2010/16/Office365 administration

LAN / WAN / Wi-Fi / TCP-IP / Firewalls / Routing concepts and admin

Incident and problem management

Active Directory administration (including DNS/DHCP/Group Policy etc)

Desirable:

Microsoft Dynamics AX (2009/2012/7/365)

SharePoint

Cisco Switch, Meraki Wi-Fi basic administration

Mimecast Mail scanning administration

Mac OS

Behaviours 

Essential:

Ability to manage conflicting priorities and customer expectations

Team player

Self-driven and assertive

Proactively takes responsibility, owns any issues arising and follows through to resolution

Strong communication skills – written and verbal

Outcomes focused and driving results

Systematic approach to identifying faults and pursuing paths to resolution

Prioritising skills with the ability to manage workload

Analytical abilities and problem solving skills

Ability to modify messages to technical and non-technical audiences

Works at pace, but with accuracy and attention to detail

Good problem solving and communication skills and quick to learn

Strong Customer Service orientation

Ability to learn new technologies and adapt to new situations

Desirable:

Windows Hyper-V concepts and administration

Avaya VOIP Telephony Systems

Exposure to POS hardware and concepts

Apple iOS MDM

Knowledge of Veeam/BackupExec/Barracuda or similar

Mission Hospitality

We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other's differences, to create a truly inclusive environment.

In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards.

In return, we offer:

• A competitive salary
• A generous store and restaurant discount of up to 40%
• 25 days holidays (excluded bank holidays) and an extra day off for your birthday
• A fantastic subsidised staff restaurant which uses Fortnum’s ingredients
• A range of opportunities to develop and grow personally and professionally
• Excellent pension scheme