Senior IT Technician​/Senior Service Desk Engineer

Overview

The Premier League IT department is looking for a Senior IT Technician with second-line and third-line support experience. They will work within the Service Desk team to help provide ICT support to both the Premier League and PGMO, ensuring all support expectations are exceeded and staff remain as IT efficient as possible.

The Premier League is an equal opportunities employer and strives to create an inclusive culture where talent can flourish. We believe in the potential of everyone and open our doors to those who share those values. All appointments will be made based on merit; however, we particularly encourage applications from women, people from minority ethnic communities, LGBTQ+ people and disabled people.

Responsibilities include but are not limited to:

• Advanced Troubleshooting: Handle and resolve more complex technical issues that require deeper knowledge and experience.
• Escalation Point: Act as an escalation point for complex issues that junior technicians are unable to resolve.
• Incident Management: Take the lead on managing critical incidents, ensuring timely resolution and communication with stakeholders.
• Root Cause Analysis: Perform root cause analysis for recurring issues and recommend long-term solutions.
• Recruitment: Assist Head of Service Desk and Service Desk manager with recruitment.
• Process Improvement: Identify areas for process improvement within the service desk operations and contribute to the development of new procedures.
• Documentation and Knowledge Sharing: Create and maintain and approve technical documentation, knowledge base articles, and standard operating procedures.
• Quality Assurance: Ensure that the quality of service provided by their service team meets or exceeds established standards.
• Direct Reports: Mentor, train and manage a service team of IT Technicians, providing guidance and sharing best practices.

• Providing local IT support to all staff at the Premier League London office, whilst also providing remote support alongside the rest of the Service Desk team in all other offices.
• Diagnosing and troubleshooting incoming incidents within agreed SLA targets.
• Providing general support and maintenance of all laptops and mobile devices.
• Office
  365 administration.
• Maintaining the software and hardware inventories.
• Assisting the IT department in any projects they are involved in.
• Management and support of all printers and photocopiers.
• Management and support of on-site audio-visual equipment.
• Producing and improving the corporate IT Knowledge Base.
• Maintaining assets in CMDB system.

• Proven experience working in a similar technical IT role.
• Experience providing support for desktop platforms including Windows 11.
• ITIL 4 Qualification, or similar.
• Strong experience with Office
  365 administration and full Office Suite.
• Strong experience with Microsoft Active Directory, Intune and Azure.
• Experience in troubleshooting software and hardware faults.
• Problem-solving skills and ability to work under pressure.
• Confidence in communicating with people and understanding their IT concerns.
• Ability to form strong working relationships to best assist all staff, as well as having a good logical approach to problem solving.
• Experience in process driving, understanding the importance of following process at all times.
• Flexible and able to adapt to changes to work schedule when required.
• Detail-oriented, deadline-driven, self-directed and organised.
• Be proactive with work and be able to pick up work without needing assistance.