Technical Support Engineer

The Technical Support Engineer provides 2nd line technical support for all in-house IT systems across Stamford Bridge, including end user computing, user-account administration, Microsoft 365, telephony, networking and deskside support for desktop, laptop and mobile devices, peripherals and printing. Working within the Technology department, the role involves installing, diagnosing, repairing, maintaining and upgrading hardware and equipment to ensure optimal systems performance, troubleshooting problem areas in a timely and accurate fashion and providing end user training and assistance where required. The role operates five days over seven, with matchday support required on a rota basis.

• Liaise with, and provide support to, end users and staff on computer operation, communications systems such as phones and Wi-Fi, and other issues.
• Log, categorise, update and resolve every incident, request, problem and change in ServiceDesk software (Sunrise) in line with SLA expectations.
• Install, configure, test, maintain, monitor and troubleshoot end user workstation hardware, software, networked peripheral devices and networking hardware products.
• Install, configure, test, maintain, monitor and troubleshoot main server hardware and software.
• Configure, test and maintain the company telephone systems, including installation of handsets and administration of soft-phone solutions, and configure, test and maintain company mobile handsets with a good understanding of all devices within the fleet.
• Maintain the company IT asset register, ensuring all equipment is identified with a relevant asset tag and tracked through its entire lifecycle.
• Assist in preparing, maintaining and upholding procedures for logging, reporting and monitoring workstation performance.
• Construct, install and test customised configurations based on various platforms and operating systems.
• Conduct research on computer hardware and software products in support of procurement and development efforts, evaluating and recommending products for purchase.
• Create, publish and maintain technical specifications and procedural information documents on the company SharePoint system as and when required.
• Support the development and implementation of new computer projects and new hardware and software installations.
• Liaise with and assist third-party support and PC equipment vendors when required.
• Provide matchday support on a rota basis, working five days over seven with flexibility required.
• Maintain minimum levels of system downtime and high customer satisfaction, keeping ITSM ticket breaches to a minimum and ensuring asset tagging and monitoring is carried out for all new hardware and software.

• ITIL Foundation qualification and experience, with a minimum of two years' hands-on experience in a technical Technology Support role.
• Strong 2nd-line troubleshooting methodology, with experience taking ownership of escalated and complex incidents through to resolution, including analysing logs, system events and monitoring information to diagnose technical problems.
• Experience supporting and administering Microsoft Azure services within an enterprise environment, including an understanding of Role-Based Access Control (RBAC) and privileged access management.
• Experience administering and troubleshooting Group Policy (GPO) within an enterprise environment, with working knowledge of PowerShell for administration, troubleshooting and automation.
• Strong knowledge and experience of Windows 10/11, macOS, iOS and Windows Server 2008/2012/2016 within a TCP/IP networking environment.
• Experience supporting and administering Microsoft 365 at both user and administrative level, including Intune / Company Portal.
• Knowledge of VMware, physical networks and managed wireless solutions.
• Understanding of backup, restore and disaster recovery processes.
• Ability to produce implementation, testing, rollback and support plans for technical changes, alongside maintaining accurate technical documentation, support procedures and knowledge base articles.
• Proven experience working with third-party suppliers and vendors to resolve technical issues and deliver solutions, with the ability to coordinate effectively across internal Technology teams and external partners.
• Experience providing VIP support to senior executives, maintaining discretion and confidentiality at all times, alongside excellent stakeholder management skills.
• Experience supporting matchday technology across ticketing, hospitality, corporate areas, media, retail, turnstiles and operational teams, including end-user devices, printers, network connectivity, Wi-Fi, telephony and other operational technology.
• Ability to respond to and take ownership of critical incidents during live events, escalating to internal technical teams and third-party suppliers where required, while working collaboratively with Technology colleagues
• Stadium operations and other stakeholders to ensure effective matchday service delivery.
• Ability to work effectively in a high-pressure, time-critical environment, prioritising and resolving incidents quickly during matchdays, with flexibility to work evenings, weekends and bank holidays in line with matchday and event requirements.

• Stamford Bridge, London
• Five days over seven on a rota basis, with matchday support required