Description

Set in 375 acres of picturesque North Yorkshire countryside, Flamingo Land Resort creates a truly unforgettable experience for Guests of all ages. Responsible for delivering fast and effective support to the resort’s various user bases across multiple sites within the Flamingo Land Group. We are looking to employ an IT Support Team Leader to join our existing workforce. In this varied role, you will become a direct point of escalation for 2nd/3rd line technical issues whilst ensuring all 1st line activities are completed across the sites by the on-site team. This is an exciting, challenging, and often physical role for anyone looking to progress their career into a 2nd or 3rd line or leadership position. The successful candidate will also be involved with planning and reviewing ongoing projects and system installations of various IT & EPOS hardware and software, whilst also working towards introducing more automation into repetitive tasks to reduce our response times. You will be directly involved in ensuring the security needs of the business are met and will have a good understanding of data protection and GDPR principles in an IT support context. Personal qualities

• A positive attitude with an appetite to learn
• Strong customer service skills
• Excellent organisational skills
• Excellent communication skills to support the on-site team
• Ability to work in a front-line customer-facing environment
• Ability to cope with competing demands and prioritise tasks as part of the IT team
• Previous 1st and 2nd Line support experience
• Problem solver with the ability to generate new ideas and bring them to the management team

Essential Skills/Knowledge

• Good understanding of IT & network security best practices
• Able to identify and escalate potential security threats in line with department procedures
• Working knowledge of patch and vulnerability management
• Excellent working knowledge of supporting Windows 10 and above
• Windows Server (2016 and above) administration and maintenance
• Active Directory and group policy experience
• Experience in supporting IT hardware including Servers, Desktops, Laptops, and more
• Working knowledge of network communication protocols, for example TCP/IP, DNS & DHCP
• Experience working with WAN, LAN, and wireless environments
• Excellent technical and problem-solving skills with the ability to generate ideas and solutions
• Maintain excellent written and verbal communication with technical and non-technical customers and colleagues
• To scope, build, install, and configure new and upgrade existing IT/EPOS hardware and software

Desirable Skills/Knowledge or a willingness to work towards

• Hyper-V & Failover Cluster environments
• Understanding of endpoint protection tools, firewalls, and antivirus/SIEM/EDR solutions
• Working knowledge of SAN technologies
• A good understanding of SQL Server & T-SQL
• Linux server administration and support
• Understanding or working knowledge of resort management tools
• Functional working knowledge of the Google Workspace environment

Day-to-day duties typically involve: Leadership of a team of on-site support technicians whilst being an escalation point for providing technical support to colleagues, ensuring all matters are answered, resolved, or escalated in accordance with department procedures. Working directly with the IT management team to drive change and improvement, ensuring we provide the best-in-class support to the business. You will be involved and a direct technical escalation point for all support activities that include, but are not limited to hardware and software diagnosis and solving technical problems. Take ownership of incidents and manage them through to further escalation or resolution with the management team or 3rd parties. To complete all administrative tasks associated with the provision of technical support, including, but not limited to, raising tickets and maintaining operational data. Accommodation: There is a good range of local accommodation providers within our immediate vicinity. Flamingo Land does not provide any onsite staff accommodation. Benefits:

• Free entry to Flamingo Land on your days off
• Discounted Friends & Family tickets
• Discounts at many of our food outlets
• Free full access to our Leisure Complex Pools, Gym, Sauna and Jacuzzi
• Free entry to shows & live music events
• Free uniform
• Ongoing training
• Team Member recognition rewards