Join us as a First Line Support Engineer at The Dorchester Hotel, recently recognised as one of ‘The Sunday Times Top 10 Best Places to Work for’ in 2024 and ‘Hotel of the year – London’ at the 2024 AA Hospitality Awards. We continually strive to build and nurture a culture where inclusiveness is part of our DNA, reflected in our values of passion, personality, respect, working together, and creativity. We believe that a variety of perspectives enriches our culture and drives our success.
We care about your career and are proud to have the absolute best people in the industry. When you join us as a First Line Support Engineer at The Dorchester Hotel, you will have a unique opportunity to excel in your field.
You will learn from your fellow Legends and our award-winning learning academy to achieve the highest standards in craft, service, and leadership.
What you’ll do
As a First Line Support Engineer, you'll enjoy your work and take pride in delighting our guests: Provide first-line technical support to users via phone, email, and ticketing systems. Diagnose and resolve basic hardware, software, and network issues. Escalate complex problems to second-line support or specialized teams when required. Maintain detailed logs of user interactions and technical issues in the ticketing system. Assist in setting up and configuring devices such as desktops, laptops, and mobile devices. Provide guidance to users on system functionality, software, and best practices. Monitor systems and services to identify and report potential issues. Follow company procedures to ensure compliance with IT policies and data security standards. The items shared are the essence of a day in the life of a First Line Support Engineer, but we’ll make sure you are provided with specifics on how we care for our hotel. The operational hours of work are shift-based and may be subjected to change. These currently set as: Monday to Wednesday: 10:00 - 18:30 Saturday and Sunday: 09:00 - 17:30 What you’ll bring
Essential Skills and Experience
Basic knowledge of Windows, macOS, and common office applications (e.g., Microsoft 365). Understanding of networking fundamentals (e.g., Wi-Fi, LAN, VPN). Strong problem-solving skills with the ability to prioritize and multitask. Excellent communication and interpersonal skills. A proactive and customer-focused attitude. Preferred Skills
Previous experience in IT support or a related field is preferred. Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are a plus but not mandatory. What you’ll get
Complimentary Stays : Enjoy complimentary stays with breakfast at Dorchester Collection Hotels every year. Discounts : Get 50% off food and beverages at selected bars and restaurants within the Dorchester Collection; enjoy Friends & Family stay discounts at our hotels; benefit from discounts at various high street and online shops. Employee Perks : Enrol from day 1 into the Aviva Private Pension scheme (we contribute 8% towards your pension); benefit from a seasonal ticket loan, rental deposit scheme, private financial advice, and eye care vouchers. Training and Development:
Advance in your career by accessing various apprenticeships from Level 2 to Hospitality Degree Level 5. We partner with outstanding nationally recognised Apprenticeship providers. Social Events:
Participate in vibrant social events, including a summer party, winter ball, pub quizzes, and cultural and milestone recognition celebrations. Referral Bonus:
Earn a £1000 bonus when you recommend a friend. Well-being Support:
Access immediate well-being advice because we care about our employees. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. If you need us to do anything to support you during the recruitment process (such as adjustments to how you apply, alternative formats of information, or adjustments to the assessment process itself), please do call the People & Culture team on 02073197011 or email
PeopleAndCultureLondon.UK@dorchestercollection.com
so that we can discuss how we can support you through this process. Compensation:
Competitive salary plus service charge.
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As a First Line Support Engineer, you'll enjoy your work and take pride in delighting our guests: Provide first-line technical support to users via phone, email, and ticketing systems. Diagnose and resolve basic hardware, software, and network issues. Escalate complex problems to second-line support or specialized teams when required. Maintain detailed logs of user interactions and technical issues in the ticketing system. Assist in setting up and configuring devices such as desktops, laptops, and mobile devices. Provide guidance to users on system functionality, software, and best practices. Monitor systems and services to identify and report potential issues. Follow company procedures to ensure compliance with IT policies and data security standards. The items shared are the essence of a day in the life of a First Line Support Engineer, but we’ll make sure you are provided with specifics on how we care for our hotel. The operational hours of work are shift-based and may be subjected to change. These currently set as: Monday to Wednesday: 10:00 - 18:30 Saturday and Sunday: 09:00 - 17:30 What you’ll bring
Essential Skills and Experience
Basic knowledge of Windows, macOS, and common office applications (e.g., Microsoft 365). Understanding of networking fundamentals (e.g., Wi-Fi, LAN, VPN). Strong problem-solving skills with the ability to prioritize and multitask. Excellent communication and interpersonal skills. A proactive and customer-focused attitude. Preferred Skills
Previous experience in IT support or a related field is preferred. Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are a plus but not mandatory. What you’ll get
Complimentary Stays : Enjoy complimentary stays with breakfast at Dorchester Collection Hotels every year. Discounts : Get 50% off food and beverages at selected bars and restaurants within the Dorchester Collection; enjoy Friends & Family stay discounts at our hotels; benefit from discounts at various high street and online shops. Employee Perks : Enrol from day 1 into the Aviva Private Pension scheme (we contribute 8% towards your pension); benefit from a seasonal ticket loan, rental deposit scheme, private financial advice, and eye care vouchers. Training and Development:
Advance in your career by accessing various apprenticeships from Level 2 to Hospitality Degree Level 5. We partner with outstanding nationally recognised Apprenticeship providers. Social Events:
Participate in vibrant social events, including a summer party, winter ball, pub quizzes, and cultural and milestone recognition celebrations. Referral Bonus:
Earn a £1000 bonus when you recommend a friend. Well-being Support:
Access immediate well-being advice because we care about our employees. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. If you need us to do anything to support you during the recruitment process (such as adjustments to how you apply, alternative formats of information, or adjustments to the assessment process itself), please do call the People & Culture team on 02073197011 or email
PeopleAndCultureLondon.UK@dorchestercollection.com
so that we can discuss how we can support you through this process. Compensation:
Competitive salary plus service charge.
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