IT Support Engineer

About The Role

We are looking for an experienced and proactive IT Support Engineer to take ownership of day-to-day IT support for approximately 200 users across our modern, Microsoft-focused hybrid environment.

This is a hands-on 1st and 2nd line support role, offering the opportunity to troubleshoot and resolve a wide range of technical issues independently, from initial contact through to resolution. You'll work closely with senior IT colleagues, escalating more complex infrastructure, architectural or specialist issues when required.

You'll play an important role in delivering a reliable and responsive IT service while contributing to our growing use of automation and AI-assisted support. This includes identifying opportunities to reduce repetitive tasks, improve efficiency and enhance the overall user experience.

This is an ideal opportunity for someone who enjoys problem-solving, takes ownership of their work and is keen to develop their technical expertise further.

Key Responsibilities

End-User Support and Incident Management

• Act as the primary point of contact for IT support, taking ownership of incidents and service requests from investigation through to resolution and closure.
• Resolve a broad range of 1st and 2nd line technical issues across Windows, Microsoft 365, authentication, applications, printing, connectivity and peripherals.
• Investigate the root causes of recurring problems to identify effective, long-term solutions.
• Learn and support our application suite, including travel SaaS services and bespoke platforms.
• Provide remote and face-to-face support to users at all levels, including senior stakeholders, prioritising requests effectively and keeping users informed.
• Escalate complex issues to senior infrastructure, development, supplier or specialist teams when required, providing clear and detailed diagnostic information.

Microsoft 365, Identity and Access

• Support Microsoft 365 services, including Exchange Online, Teams, SharePoint and OneDrive.

• Carry out day-to-day Microsoft Entra ID and Active Directory administration, including user accounts, groups, permissions and access management
• Manage joiner, mover and leaver processes securely, following least-privilege principles.
• Troubleshoot authentication, multi-factor authentication (MFA) and Conditional Access issues.

Endpoint Management

• Build, deploy and support Windows endpoints using Microsoft Intune and Windows Autopilot.
• Support application deployment, device configuration and compliance, using remote monitoring and management (RMM) tools to investigate faults and maintain devices.
• Diagnose hardware faults, coordinate repairs or replacements and maintain accurate asset records.

Infrastructure and Networking Support

Infrastructure design and architecture will remain the responsibility of senior colleagues. However, you'll have the technical knowledge and confidence to independently investigate and resolve a wide range of infrastructure and networking issues.

• Troubleshoot LAN, Wi-Fi, VPN, TCP/IP, DNS and DHCP issues, including basic switch and firewall diagnostics.
• Investigate Active Directory and Group Policy-related endpoint issues within a hybrid Active Directory / Entra environment.
• Gather meaningful diagnostic information before escalating issues and support infrastructure changes, migrations and projects alongside senior IT colleagues.

Service Management, Documentation and Automation

• Maintain accurate ticket records, technical documentation and knowledge-base articles, ensuring information can also support automated tools.
• Identify recurring incidents and repetitive service requests that could benefit from permanent solutions or automation.
• Help test and improve AI-assisted troubleshooting guidance and automated support workflows.
• Develop PowerShell and Microsoft automation skills, working alongside senior colleagues to automate routine tasks.
• Liaise with third-party suppliers when external technical support or escalation is required.

Our approach to automation is designed to reduce repetitive tasks, allowing IT engineers to focus on more technically challenging work while continuing to provide excellent personal support to colleagues.

Technical Environment

You'll work with a range of technologies, including:

Windows 11; Microsoft 365 (Exchange Online, Teams, SharePoint and OneDrive); Microsoft Entra ID; Active Directory and Group Policy; Microsoft Intune and Windows Autopilot; Windows Server; TCP/IP, DNS and DHCP; LAN, Wi-Fi and VPN; endpoint security and compliance; RMM and ITSM platforms; and PowerShell.

The role also offers exposure to cloud infrastructure, firewalls and virtualisation.

Skills and Experience

Essential

• Proven commercial IT support experience, including hands-on experience resolving 2nd line technical issues.
• Strong Windows desktop and corporate endpoint troubleshooting skills.
• Practical experience administering and troubleshooting Microsoft 365.
• Experience administering Active Directory and/or Microsoft Entra ID, with a good understanding of user accounts, groups, permissions and identity management.
• Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi and general network troubleshooting.
• A logical and methodical approach to problem-solving, with the ability to investigate unfamiliar issues and identify underlying causes.
• Confidence managing incidents from initial investigation through to resolution, prioritising workloads and working independently.
• Excellent written and verbal communication skills, with the ability to explain technical information clearly to non-technical users and deliver a high standard of customer service.

Desirable

Experience or knowledge of any of the following would be beneficial:

• Microsoft Intune and Windows Autopilot.

• Conditional Access and multi-factor authentication (MFA).
• Hybrid Active Directory / Microsoft Entra environments.
• Group Policy and Windows Server.
• Microsoft Defender or other endpoint security tools.
• Switches, firewalls and VPNs.
• RMM and ITSM platforms.
• PowerShell, Power Automate or API-based automation.
• Infrastructure or cloud projects.

Microsoft or other relevant industry certifications would be an advantage, although equivalent practical experience is equally valued.

About You and Career Progression

You'll ideally be an established 2nd line engineer or an experienced IT Support Engineer who has developed strong technical skills beyond 1st line support.

You'll be naturally curious, enjoy investigating technical challenges and take a proactive approach to finding solutions. You'll feel equally comfortable handling everyday user requests and more complex identity, endpoint, Microsoft 365 or connectivity issues.

We're looking for someone who enjoys taking responsibility, working collaboratively and continuously developing their technical knowledge.

As your skills and experience grow, you'll have opportunities to take on greater responsibility across endpoint management, identity, networking, automation, cloud technologies and infrastructure projects.

The role offers a clear opportunity to develop towards senior support, systems, cloud or infrastructure engineering positions.

What Success Looks Like

Success in this role means delivering a reliable, responsive and professional IT support service. You'll independently resolve the majority of incidents, minimise recurring issues and maintain high-quality technical documentation.

You'll also contribute ideas for automation and continuous improvement while providing dependable day-to-day IT support, enabling senior colleagues to focus on infrastructure, security, cloud technologies and strategic projects.

About Us

Why Ocean Holidays?

Ocean Holidays was founded in 2004 by two sets of brothers: Daniel and David Ox and George and Harry Hastings, who are still very much active in the business today.

They set out selling holidays with no website, just a handful of staff and Teletext as their only form of marketing. From these humble beginnings, Ocean Holidays was created, and the company now consists of three unique and distinct travel brands.

Ocean Florida, the largest direct to consumer Florida specialist of its kind in Europe; personalised travel management company, Winged Boots which leads in luxury leisure followed by business travel; and Ocean Beds, the largest worldwide provider of Florida vacation home rentals to the global travel trade.

With Headquarters in Shenfield, and another in Davenport, Florida. Ocean Holidays continues to innovate and evolve within the travel industry.

In January 2023 Ocean Holidays were awarded the inaugural Employer of the Year award at the Travel Weekly Globes, followed by the Travel for All Award in January 2024, for its industry-leading accessibility programme.

As one of the UK’s largest owner managed travel companies, Ocean Holidays continue to provide an environment where its people can thrive, and where growth and great culture go hand-in-hand.

There are many benefits that you can expect in return for your dedication and your commitment to making our customer’s dreams come true:

• Discounted personal travel and a dedicated staff travel agent that will organise your holiday.
• Private Health Care after probation passed -WPA - discounted gym membership at Nuffield Fitness & Wellbeing Gyms and Fitness First, Spabreaks.com and Yourgolftravel etc.
• Profit Related Pay
• Flexible/remote/hybrid working to promote our culture of supporting work/life balance.
• An Employee Assistance Programme which provides confidential information, advice, and support 24 hours a day. This includes advice on health, relationships, money, career, retirement, and many other areas of support.
• Access to free professional financial advice
• Enhanced family-friendly policies
• Long service awards
• Honest, transparent, and two-way communication via regular newsletters and regular virtual and in-person Town Halls
• Cost of test and contribution towards glasses
• Life Insurance
• Additional holiday days based on length of service
• Christmas saving scheme.
• Day off on your birthday
• 2 x ‘Do the Right Thing’ days (dedicated charity days)
• Reward Gateway Employee discount platform that gives easy access to savings at hundreds of retailers
• Cycle to work scheme.
• Smart Tech after probation