Technical Support Engineer

• JOB TITLE: Technical Support Engineer
• DEPARTMENT: Technology
• LOCATION: Stamford Bridge, London
• CONTRACT: Permanent, Full Time
• Closing date: 13th November
• We encourage you to apply as soon as possible. In the event that we receive a large number of applications, the position may be filled before the listed closing date. To avoid missing out, please submit your application at your earliest convenience.

PURPOSE OF THE ROLE

To provide 2nd line technical support for all in-house IT systems across Stamford Bridge, including (but not limited to) end user computing, user-account administration, Microsoft 365, Telephony, Networking, and deskside support for desktop, laptop, and mobile devices, peripherals, and printing. Support will include installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal systems performance. The job holder will troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required. Working 5 days over 7 with Matchday support required, though this is on a Rota basis.

MAIN RESPONSIBILITIES

• Liaise with, and provide support to, end users and staff on computer operation communications systems (phones, Wi-Fi) and other issues.
• Be proficient in the use of all aspects within ServiceDesk software (Sunrise). Ensure every incident, request, problem and change is correctly logged, categorised, updated, and resolved according to SLA expectations.
• Have good knowledge of and be practiced in the use of network cabling and patching, and understand the IP network structure.
• 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.
• Configure, test, and maintain the company mobile handsets and have a good understanding of all devices within the fleet.
• Maintain the company IT asset register and ensure all equipment is identified with relevant asset tag and is 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. Evaluate and recommend products for purchase.
• Create, publish, and maintain on company SharePoint system, technical specifications and/procedural information documents as and when required.
• Support development and implementation of new computer projects and new hardware/software installations.
• Liaise and assist third-party support and PC equipment vendors when required.
• Support is required on Matchdays – as such, this is a 5-in-7 day per week role, so flexibility is required.

MEASURES OF PERFORMANCE

• Speed of incident & problem ticket resolution monitored against SLA.
• ITSM ticket breaches kept to a minimum.
• Regular 121’s and quarterly QTR discussions to score performance against Goals, Objectives, and BLUE behaviours.
• Minimum levels of system downtime and problems leading to lack of user problems and complaints.
• Customer satisfaction level regarding individual’s attitude and abilities.
• IT assets tracked on asset system. Asset tagging and monitoring carried out for all new hardware/software.

SKILLS/KNOWLEDGE & EXPERIENCE

ITIL Foundation qualification and experience, with a minimum of 2 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.

Positive, determined and collaborative approach, with a willingness to learn from colleagues, share knowledge across the team, champion Technology, and consistently uphold best practice and IT policies.

Our Expectations

• To embody the club’s BLUE behaviours (Brave, Lead, Unity, Edge) in the approach to work and interaction with others
• To adhere to the club’s policies and procedures, including Health & Safety, Financial Authorisation, Confidentiality and GDPR.
• To act as an ambassador for diversity, equality, and inclusion, and demonstrate a positive commitment by treating others fairly in line with our Equality, Diversity & Inclusion Policy and reporting any acts of discrimination through appropriate channels
• To create a safe environment and act to protect all young people and vulnerable adults that are either in your care or attending club premises, and report any concerns to the Safeguarding Lead
• To report any misconduct or suspected misconduct to the HR Department.

Our commitment to Equality, Diversity and Inclusion

At Chelsea we recognise that the diversity of our people is one of our greatest strengths and we are taking positive action to ensure our existing colleagues and job applicants can fully be themselves and bring their own unique experiences and perspectives to Chelsea FC. This means giving full and fair consideration to all applicants regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.

If you need reasonable adjustments made to the recruitment process, please reach out to your recruiter, who will be able to advise and support you.

Chelsea FC is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups). We therefore require all successful applicants to complete a DBS Check prior to starting employment. Depending on the role, successful applicants may also be required to undergo other child protection screening where appropriate.