IT Help Desk Support Engineer

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Who we are

Hospitality is a universal language: it's about warmth, care, and a personalised approach. It builds bridges, sparks connection, and creates lasting relationships.

For more than 25 years we've been providing a warm, welcoming experience to Eurostar travellers in stations, lounges and on board. Our hospitality knows no borders: currently spanning four countries, our teams make customers from all walks of life feel right at home, adding thoughtful touches that make it a journey to remember.

Our secret ingredient? A human-focused approach that puts people first.

Small but perfectly formed, we're here to fuel our team's passion for hospitality, bringing a local feel to an international industry.

About the role

We are looking for a proactive and personable with previous experience in IT Help Desk Support to join our dynamic team.

This role supports the IT needs of our UK and European operations, ensuring that all systems are functional, secure, and optimised for performance.

You will be the go-to person for technical issues, offering first- and second-line support both remotely and in person.

Key responsibilities

  • Provide first and second-line technical support for hardware, software, network, and system issues.
  • Troubleshoot and resolve IT problems efficiently, with a strong emphasis on customer service and a "can-do" attitude.
  • Act as the IT representative across all bases UK/FR/BE/NL – primarily based in the UK
  • Travel to and support four operational sites across mainland Europe (approx. once per month or as required).
  • Escalate unresolved issues appropriately and follow up on ticket resolution.
  • Maintain IT asset inventory and perform routine maintenance and upgrades.
  • Assist with onboarding/offboarding employees, including configuring devices and access permissions.
  • Collaborate with central IT teams and local stakeholders to ensure smooth service delivery.
  • Think outside the box to deliver creative, timely solutions to unique problems in a fast-paced hospitality environment.

About you

  • Extensive experience in an IT Help Desk or Support Engineer role, ideally within a customer-centric or hospitality setting.
  • Strong technical knowledge of Active Directory, Microsoft Windows, Office 365, hardware (laptops, printers, mobile devices), and networking fundamentals.
  • Demonstrated problem-solving abilities with an ability to troubleshoot under pressure and adapt quickly.
  • Excellent interpersonal skills and the confidence to support staff in person and remotely.
  • Ability to work independently, prioritise tasks, and multitask effectively.
  • Must be physically able and happy to walk between nearby offices daily in the Kings Cross area.
  • Valid passport and visas (for non-EU applicants) and willingness to travel regularly across Europe.
  • Experience supporting users in a hospitality, travel, or transport environment (desirable).
  • Knowledge of ITIL practices and/or ticketing systems (desirable).
  • Fluency in English and French – Dutch (desirable).
  • Knowledge of Microsoft Intune for device management (preferable).
  • Knowledge of Box and Sharepoint (preferable).
  • Knowledge of Remote Desktop Tool – Teamviewer/Ninja

What we offer

  • A collaborative, international working environment.
  • Opportunities for travel and personal growth within a unique industry.
  • Competitive salary and benefits package.
  • Dynamic team culture is rooted in hospitality and innovation.

Job Type: Full-time

Pay: £35,000.00-£38,000.00 per year

Benefits:

  • Company pension
  • Cycle to work scheme
  • Employee discount
  • Private medical insurance
  • Store discount

Work Location: In person

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