{"id":3437663,"url":"https://alion.io/job/ocean-holidays-it-support-engineer","title":"IT Support Engineer","company":{"id":4372562,"name":"Ocean Holidays","domain":"ocean-holidays.co.uk","url":"https://alion.io/company/ocean-holidays","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eploy","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brentwood, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":65000,"period":"year","method":"role_country_seniority_unknown","sample_n":152},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Least Privilege","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"PowerShell","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"Microsoft Defender","optional":true},{"name":"Power Automate","optional":true}],"status":"live","first_seen_at":"2026-10-28T11:59:58Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-02T02:26:10Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About The Role\nWe 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.\nThis 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.\nYou'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.\nThis is an ideal opportunity for someone who enjoys problem-solving, takes ownership of their work and is keen to develop their technical expertise further.\nKey Responsibilities\nEnd-User Support and Incident Management\nAct as the primary point of contact for IT support, taking ownership of incidents and service requests from investigation through to resolution and closure.\nResolve a broad range of 1st and 2nd line technical issues across Windows, Microsoft 365, authentication, applications, printing, connectivity and peripherals.\nInvestigate the root causes of recurring problems to identify effective, long-term solutions.\nLearn and support our application suite, including travel SaaS services and bespoke platforms.\nProvide remote and face-to-face support to users at all levels, including senior stakeholders, prioritising requests effectively and keeping users informed.\nEscalate complex issues to senior infrastructure, development, supplier or specialist teams when required, providing clear and detailed diagnostic information.\nMicrosoft 365, Identity and Access\nSupport Microsoft 365 services, including Exchange Online, Teams, SharePoint and OneDrive.\n\nCarry out day-to-day Microsoft Entra ID and Active Directory administration, including user accounts, groups, permissions and access management\nManage joiner, mover and leaver processes securely, following least-privilege principles.\nTroubleshoot authentication, multi-factor authentication (MFA) and Conditional Access issues.\nEndpoint Management\nBuild, deploy and support Windows endpoints using Microsoft Intune and Windows Autopilot.\nSupport application deployment, device configuration and compliance, using remote monitoring and management (RMM) tools to investigate faults and maintain devices.\nDiagnose hardware faults, coordinate repairs or replacements and maintain accurate asset records.\nInfrastructure and Networking Support\nInfrastructure 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.\nTroubleshoot LAN, Wi-Fi, VPN, TCP/IP, DNS and DHCP issues, including basic switch and firewall diagnostics.\nInvestigate Active Directory and Group Policy-related endpoint issues within a hybrid Active Directory / Entra environment.\nGather meaningful diagnostic information before escalating issues and support infrastructure changes, migrations and projects alongside senior IT colleagues.\nService Management, Documentation and Automation\nMaintain accurate ticket records, technical documentation and knowledge-base articles, ensuring information can also support automated tools.\nIdentify recurring incidents and repetitive service requests that could benefit from permanent solutions or automation.\nHelp test and improve AI-assisted troubleshooting guidance and automated support workflows.\nDevelop PowerShell and Microsoft automation skills, working alongside senior colleagues to automate routine tasks.\nLiaise with third-party suppliers when external technical support or escalation is required.\nOur 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.\nTechnical Environment\nYou'll work with a range of technologies, including:\nWindows 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.\nThe role also offers exposure to cloud infrastructure, firewalls and virtualisation.\nSkills and Experience\nEssential\nProven commercial IT support experience, including hands-on experience resolving 2nd line technical issues.\nStrong Windows desktop and corporate endpoint troubleshooting skills.\nPractical experience administering and troubleshooting Microsoft 365.\nExperience administering Active Directory and/or Microsoft Entra ID, with a good understanding of user accounts, groups, permissions and identity management.\nWorking knowledge of TCP/IP, DNS, DHCP, Wi-Fi and general network troubleshooting.\nA logical and methodical approach to problem-solving, with the ability to investigate unfamiliar issues and identify underlying causes.\nConfidence managing incidents from initial investigation through to resolution, prioritising workloads and working independently.\nExcellent 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.\nDesirable\nExperience or knowledge of any of the following would be beneficial:\nMicrosoft Intune and Windows Autopilot.\n\nConditional Access and multi-factor authentication (MFA).\nHybrid Active Directory / Microsoft Entra environments.\nGroup Policy and Windows Server.\nMicrosoft Defender or other endpoint security tools.\nSwitches, firewalls and VPNs.\nRMM and ITSM platforms.\nPowerShell, Power Automate or API-based automation.\nInfrastructure or cloud projects.\nMicrosoft or other relevant industry certifications would be an advantage, although equivalent practical experience is equally valued.\nAbout You and Career Progression\nYou'll ideally be an established 2nd line engineer or an experienced IT Support Engineer who has developed strong technical skills beyond 1st line support.\nYou'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.\nWe're looking for someone who enjoys taking responsibility, working collaboratively and continuously developing their technical knowledge.\nAs 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.\nThe role offers a clear opportunity to develop towards senior support, systems, cloud or infrastructure engineering positions.\nWhat Success Looks Like\nSuccess 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.\nYou'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.\nAbout Us\nWhy Ocean Holidays?\nOcean 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.\nThey 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.\nOcean 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.\nWith Headquarters in Shenfield, and another in Davenport, Florida. Ocean Holidays continues to innovate and evolve within the travel industry.\nIn 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.\nAs 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.\nThere are many benefits that you can expect in return for your dedication and your commitment to making our customer’s dreams come true:\nDiscounted personal travel and a dedicated staff travel agent that will organise your holiday.\nPrivate Health Care after probation passed -WPA - discounted gym membership at Nuffield Fitness & Wellbeing Gyms and Fitness First, Spabreaks.com and Yourgolftravel etc.\nProfit Related Pay\nFlexible/remote/hybrid working to promote our culture of supporting work/life balance.\nAn 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.\nAccess to free professional financial advice\nEnhanced family-friendly policies\nLong service awards\nHonest, transparent, and two-way communication via regular newsletters and regular virtual and in-person Town Halls\nCost of test and contribution towards glasses\nLife Insurance\nAdditional holiday days based on length of service\nChristmas saving scheme.\nDay off on your birthday\n2 x ‘Do the Right Thing’ days (dedicated charity days)\nReward Gateway Employee discount platform that gives easy access to savings at hundreds of retailers\nCycle to work scheme.\nSmart Tech after probation","description_format":"text","description_chars":10229,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Gym membership","Hybrid work","Life insurance"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel Agencies","Tour Operators"],"lifecycle":[{"event":"open","at":"2026-10-29T03:49:38Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":24,"reasons":["conf:0","win:early"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/ocean-holidays-it-support-engineer","json_url":"https://alion.io/job/ocean-holidays-it-support-engineer.json","meta":{"generated_at":"2026-11-02T05:27:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7867,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4372562},"rest":"https://alion.io/mcp/rest/get_company?id=4372562"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Focean-holidays-it-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Focean-holidays-it-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Focean-holidays-it-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ocean-holidays-it-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Focean-holidays-it-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3437663}},{"tool":"search_jobs","arguments":{"company":"ocean-holidays.co.uk","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3437663},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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