2nd Line IT Service Delivery Engineer

Closing Date of Applications – 28/10/2024

Our Story

Established in 2013, City Football Group is the world’s leading private owner and operator of football clubs, with total or partial ownership of twelve clubs across the world. City Football Group also invests in other football related businesses and serves as a global commercial platform for our partners, whilst fulfilling our purpose of empowering better lives through football on a local and global scale, consistent with what “City” football has meant to people for over a century.  

Our Winning Team

Our purpose is to empower better lives through football. We are proud of the role City Football Group clubs play in their localities, delivering positive economic, social and environmental impact through our operations and through programmes and activities that bring about meaningful, lasting change.

We’re looking for an experienced 2nd line Service Desk Engineer to join the team, you’ll be responsible for supporting and maintaining Technology systems and providing efficient desktop support to all business users. The role will be part of a team providing a consistently high level of technical customer service to CFG employees.

This is Your City 

As part of our team, you will be entitled to 26 days annual leave plus an additional day off for your birthday, private healthcare and a simply health cash plan, an annual discretionary bonus, plus a range of partnership and lifestyle discounts. 

Your Impact

1. Business Support

•  As part of the Service Desk team, you will be part of a team be providing a high level of support to global users

2.  Customer Service

• As the single point of contact for all Technology related matters for the business, the Service Desk handles all incoming queries and help requests from end users.
• You will provide day to day technical support in an effective and timely manner as part of a Service Desk team.

3. Technical Support & Troubleshooting

• As the single point of contact, the Service Desk Analyst will attempt to resolve technical issues as they arrive where possible.
• Management of escalated tickets, following through to completion ensuring regular feedback is provided to client through the lifecycle of logged tickets
• Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices
• Provide technical expertise and assistance on ad-hoc assignments

4.  Event Support

• The position will be part of a team who are responsible for providing Support for MCFC & MCWFC fixtures and be required to work regular events such as concerts & first team matches.
  
   

What we are looking for

Essential

• Substantial experience in a 2nd Line Support position
• Knowledge of Service Management processes e.g. ITIL
• Excellent level of customer service and demonstratable experience of dealing with senior members of staff
• Demonstratable experience of following policies and procedures in a consistent manner
• Previous experience operating within a Service Desk environment and team, supporting users remotely and managing tickets through an Incident Management tool
• Ability to prioritise and manage workload effectively, managing several open Incidents/Problems and projects simultaneously
• Excellent all-round knowledge of Windows and MacOS desktop operating Systems, with specific recent support experience in Windows 10
• Excellent support experience with mobile devices e.g. tablets and smartphones running iOS
• Demonstrate security conscious practices
• Working knowledge of current and legacy hardware platforms
• Strong background in supporting full Microsoft Office suite on Windows and Mac platforms with recent support in Office 2016/365
• Good operational knowledge of Office 365 administration

Desirable

• Multilingual – including Portuguese or Spanish
• Good knowledge of SharePoint administration
• Good knowledge of Windows Server Operating systems
• Working knowledge of MS PowerShell
• Experience in delivering support across multiple locations
• Experience with Microsoft Intune Device Management

City Football Group promotes equal opportunities in employment and we positively welcome applications from all candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

We will screen all applicants and select candidates whose skills and experience seem to meet our needs. We will carefully consider your application during the initial screening and will contact you only if you are selected for an interview. 

Employment is subject to the provision of proof of eligibility to work in the UK.

Due to our safeguarding promise, all UK based CFG roles will be subject to a DBS check upon commencing employment with us. This will be either a basic, standard or enhanced check depending on the job role and responsibilities.