First Line Service Desk Engineer

  • Tottenham Hotspur Football & Athletic Co Ltd
  • Tottenham Hotspur Stadium, High Road, London, UK
  • 10 Jun, 2021
Full time Engineer Premier League Technology

Job Description

Job Summary


Tottenham Hotspur is a world famous football club based in North London. Off the pitch, the Club has a strong and successful business model centered around building a platform for long-term success, which will now includes a world-class stadium. 

The IT ServiceDesk delivers exceptional IT support to all departments, across all the Club’s sites (including the office headquarters at Lilywhite House, Tottenham Hotspur Stadium, the Training Centre and Lodge in Enfield, Ticket Office, Warehouse and stores).

Reporting to the Service Desk Manager, the successful candidate will be one of five First Line IT ServiceDesk Engineers. The Engineers are primarily based at the Club’s head office at Lilywhite House but undertake travel to other internal sites. Due to travel requirements, it is essential that all candidates have a driving license (own vehicle preferred, but not essential).

All candidates should be technically competent and have a real desire to be helpful and assist colleagues with their IT requirements.  They will have a service-minded mentality, looking to always provide an excellent level of service to people across the company, of varying seniority.  In addition, they should be highly efficient and have methodical organisational skills.

In return, they can expect a friendly, hardworking but flexible environment where growth and development is actively encouraged, as well as fantastic office premises.


Key Responsibilities


  • Manage and resolve all IT support issues promptly, courteously and professionally within agreed service levels (SLAs) and using helpdesk software
  • Maintain efficient support function documentation, according to team guidelines
  • Maintain an accurate inventory of all IT hardware, software and network configurations
  • Support a wide variety of internal and external end-user software and hardware (computer systems, audio-visual and telecoms systems)
  • Take ownership for new starters and leavers IT protocols
  • Be able to build new hardware and configure accordingly
  • Undertake thorough testing and checks of all installations and support resolutions before commissioning
  • Monitor and optimise network, desktop and application performance
  • Maintain users and computers in AD
  • Be able to troubleshoot issues in O365
  • Understand and troubleshoot Sophos related queries
  • Ensure and configure remote access for internal staff and set up secure remote access for 3rd parties
  • Contribute to specification and procuring of new hardware and software
  • Provide assistance in office relocations (IT equipment)
  • Mentor and help develop the Junior members of the team. 
  • Be involved in projects to help improve processes within the business and enhance their own technical experience for self-development.

Personal Attributes


  • Thinks ahead, generates ideas
  • Values & respects others, builds relationships, collaborates
  • Gets things done and delivers to high standards
  • Concerned with efficiency and focused on continuous improvement
  • Confident communicator with strong inter-personal skills
  • Creative, energetic and driven
  • A flexible attitude
  • A leader who wants to progress and is keen to develop personal skills

Skills & Experience


  • At least a year experience within a customer facing IT support role, in a demanding environment.
  • Proficient use and understanding of an ITSM (ServiceNow desirable) to be able to correctly prioritise Incidents and Service Requests by determining Impact and Urgency
  • Understanding of ITIL methodology 
  • Excellent spoken and written English
  • Driving licence (essential) and own vehicle (desirable)
  • Ability to diagnose and resolve faults in hardware and software (including Office 365, Windows and Apple Mac Operating Systems)
  • Ability to provision, maintain and support smartphones and tablets through an MDM
  • Software literacy with Microsoft applications and company specific applications including remote control tools, anti-virus, Active Directory (AD) and other key components of users’ desktop environment, basic cabling skills and network fault tracing and testing.
  • Ability to set up printers, diagnose printer faults and rectify paper jams and errors
  • Understanding and troubleshooting of Network related connectivity issues through Wi-Fi and LAN
  • Basic understanding of VOIP telephony infrastructure
  • Understanding of Video Conferencing and Audio-Conferencing systems

Safeguarding is fundamental to the success in all that we do. Whilst this role does not require a DBS check, successful candidates are to be reminded that we may review the role and the requirements at a later date which could result in standard background and DBS checks. 

Closing: 22 June 2021