IT Support Engineer (hotels and hospitality)

Our client are a luxury five star hotel resort in Slough who are looking to add a Support Engineer to their growing team on a permanent basis. This role will be based five days on site in Slough.

Job Overview:

The IT Support Engineer supports the smooth day-to-day operation of the estate’s technology systems, providing first-line technical assistance and ensuring the reliability of hardware, software, networks, and guest-facing systems. The role is essential in maintaining the stability and security of IT operations, supporting users across all departments, and ensuring technology contributes effectively to guest satisfaction and business efficiency.

Key Responsibilities:

Technical Support & User Assistance

• Provide first-line support for staff across the estate for hardware, software, Wi-Fi, POS and office applications.
• Log, prioritise, and resolve IT support tickets within agreed SLAs.
• Escalate complex issues to the IT Manager or external vendors where required.
• Assist with onboarding/offboarding tasks, including user accounts and equipment setup.
• Maintain accurate records of IT assets, user accounts, software licences and equipment movements.
• Support procurement by preparing equipment requests and tracking stock levels.
• Document IT procedures, troubleshooting steps and user guides where appropriate.

System & Hardware Administration

• Maintain IT hardware including laptops, desktops, printers, handheld devices, and networking equipment.
• Support routine maintenance of servers, networks and backups under guidance from the IT Manager.
• Ensure all systems remain updated with current patches and security updates.
• Monitor and report on equipment performance, arranging repairs or replacements when needed.

Network & Systems Support

• Assist in monitoring the stability of Wi-Fi, telephony and internal networks.
• Help maintain access control systems, CCTV integrations and other estate technologies.
• Support guest-facing technologies and troubleshoot guest connectivity issues when required.

Cybersecurity & Compliance

• Adhere to data protection, GDPR and cybersecurity protocols set by the IT Manager.
• Assist with monitoring antivirus status, account access, password standards and device security.
• Report any suspected security incidents immediately.
• Support system upgrades, rollouts, and technology improvement initiatives led by the IT Manager.
• Assist in testing new systems and providing user feedback.
• Participate in estate-wide IT enhancement projects, including new system implementation.

Experience

• Proven experience as an IT Administrator role.
• Experience in the hospitality industry is essential for this role.
• Full UK Driver’s license
• Strong communication skills—both written and verbal—are essential for effective stakeholder engagement.
• Flexibility on working on weekends as and when required.