IT Service Engineer

The IT Service Engineer is responsible for delivering high-quality technical support and maintaining reliable, secure IT services across all Blackpool Tourism Limited sites. The role ensures business-critical systems remain operational within a fast-paced, customer-facing, seven-day environment, minimising disruption to business operations and delivering excellent customer service.

Working closely with the IT Service Manager, Blackpool Council ICT, site General Managers, third-party suppliers and internal stakeholders, the postholder will provide first and second-line support while contributing to infrastructure management, cyber security, service improvement initiatives and selected third-line activities. The role plays an important part in maintaining resilient IT services and supporting technology projects across the organisation.

Key ResponsibilitiesIT Service Delivery

• Deliver first and second-line IT support across all Blackpool Tourism Limited sites.
• Respond promptly to incidents, service requests and technical queries in accordance with agreed service levels.
• Diagnose and resolve hardware, software, networking and connectivity issues.
• Escalate and work collaboratively with Blackpool Council ICT and third-line specialists to resolve complex technical issues.
• Maintain accurate documentation, asset records and service tickets within the IT Service Management system.
• Contribute to service improvement initiatives by identifying recurring issues and recommending long-term solutions.

Systems & Infrastructure Support

• Install, configure and maintain desktops, laptops, mobile devices, printers and peripheral equipment.
• Support business-critical technologies including POS/till systems, telephony, CCTV, digital signage and Wi-Fi.
• Assist with administration of Microsoft 365, Active Directory/Entra ID, networking, cloud services and server infrastructure.
• Carry out system patching, software deployment, upgrades and preventative maintenance.
• Monitor system performance and proactively identify issues before they impact operations.
• Support backup, recovery and disaster recovery processes.

Cyber Security & Compliance

• Assist in maintaining cyber security controls, standards and best practice.
• Support user account administration including onboarding, offboarding and access permissions.
• Identify, report and assist in resolving security vulnerabilities and incidents.
• Ensure endpoint devices remain compliant with organisational security policies.
• Promote cyber security awareness and good IT practices across the organisation.

Operational Support

• Provide technical support across multiple attractions and operational sites.
• Support technology requirements during seasonal events, peak trading periods and new attractions.
• Perform planned preventative maintenance to maximise system availability.
• Participate in an out-of-hours support rota where required.
• Liaise confidently with operational managers, suppliers and technical partners to minimise service disruption.

Projects & Continuous Improvement

• Support delivery of infrastructure upgrades, technology refreshes and business improvement projects.
• Assist with planning, testing, implementation and documentation of new systems.
• Participate in infrastructure improvements alongside Blackpool Council ICT and third-party suppliers.
• Identify opportunities to improve IT services, automation and operational efficiency.
• Contribute to technical documentation, knowledge sharing and continual service improvement activities.

• Experience providing first and second-line IT support within a commercial or customer-focused environment.
• Strong knowledge of Windows operating systems, Microsoft 365 and end-user technologies.
• Experience supporting hardware, software, networking, printers and mobile devices.
• Good understanding of Microsoft Active Directory, Entra ID and user administration.
• Experience supporting customer-facing technologies such as POS systems, telephony or Wi-Fi.
• Ability to troubleshoot and resolve technical issues independently while recognising when escalation is required.
• Experience working alongside third-line engineers, external suppliers or shared ICT services.
• Excellent communication and customer service skills.
• Strong organisational skills with the ability to prioritise competing demands.
• Full UK driving licence and willingness to travel between sites.

Desirable

• Experience supporting Microsoft Intune or endpoint management solutions.
• Knowledge of networking including switches, wireless infrastructure, VLANs and TCP/IP.
• Experience supporting Azure or cloud-based infrastructure.
• Understanding of ITIL principles and IT Service Management.
• Experience within hospitality, leisure, attractions or retail environments.
• Technical certifications such as Microsoft, CompTIA or Cisco.
• Experience working with Blackpool Council ICT or within a shared ICT service environment.

Professional Attributes

• Delivers excellent customer service with a proactive and professional approach.
• Takes ownership of issues through to successful resolution.
• Builds effective relationships with colleagues, suppliers and stakeholders.
• Remains calm and methodical during service incidents.
• Demonstrates initiative and a commitment to continuous improvement.
• Adapts effectively to changing operational priorities within a seven-day business.
• Maintains a strong focus on service quality, reliability and business continuity.