IT Support Engineer

Please Note: The application deadline for this job has now passed.

Job Introduction

** This is a Hybrid role - there is a requirement to work in our Crawley office an average of two days a week**

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. The way they own what they do. Their 'Why's it like that?' curiosity. How they always think of others and work together to get things done. For us, for you, make do will never do. Good enough? Not even close. Come and do the best work of your life alongside lovely colleagues. Come to Saga.   

And right now, we have an existing opportunity for an IT Support Engineer to join our Saga Travel Group Technology Team. You will be responsible for supporting and maintaining a hybrid IT infrastructure that supports the business. You will do this by delivering outstanding service and providing technical ownership for challenges across the technology estate.  

You will need to have strong experience of supporting and maintaining Cloud hosted infrastructure and server technologies along with a mix of supporting applications in a corporate environment. 

In return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package.     

So, if this is of interest to you then we would be keen to hear from you!   



Role Responsibility

  • Act as the first point of contact for IT related issues and requests. Provide deskside and remote IT support to the user base including triaging, prioritisation, escalation, and actioning of support requests.

  • Create and maintain O365 Endpoint and Intune policies.

  • Deploy new solutions across the business – Infrastructure and end users.  

  • Onboarding and offboarding process for users and maintain lifecycle of both user accounts and user hardware. 

  • Manage end-user requests via ticketing-based service desk to resolve any IT related issues.

  • Maintaining and deploying cyber security tools and monitoring solutions and taking proactive actions to prevent impact to the business. 

  • DR and BCP procedures.

  • Install new/rebuild existing laptop computers as well as configure hardware, peripherals, operating system, etc. in accordance with standards and project/operational requirements. 

  • Perform daily system monitoring, verifying the integrity and availability of systems and key processes, reviewing system and application logs and verifying completion of scheduled jobs. 

  • Maintain operational, configuration and other procedures, ensuring compliance with support and Information Security policies and associated procedures.

  • Create and update technical documentation and knowledge base articles. 

  • Liaise with third party companies for support of infrastructure hardware and software where required.

The Ideal Candidate

  • Proven experience in 1st/2nd line IT Support/Help Desk role with extensive user and system support: 3 years’ experience (preferred).

  • Excellent customer support and customer relation skills. 

  • Ability to effectively self-manage time and prioritise support tickets based on type and severity of reported incident. 

  • Azure, conditional access, Azure AD & Azure AD Services.

  • Extensive knowledge of O365 Suite, Exchange Online, Teams, OneDrive, SharePoint, Office Suite applications.

  • Microsoft Intune Endpoint Management & Autopilot builds, Defender for Endpoint.

  • Data security and compliance experience.

  • Provision and maintenance of IT systems, network, and infrastructure on a day-to-day basis.

  • Managing end-user hardware provisioning, updates, security, connectivity, and configuration (Windows 10/MacOS/iOS/Android) and VPN technologies.

  • Liaising with 3rd party suppliers and ensure efficient provision of hardware and services. 

  • Working experience on CRMs such as Zoho, Salesforce or MS Dynamics. 

Our values are:

  • Precision Pace - Always owning and making things happen.
  • Empathy – Always aware of others.
  • Curiosity – Always asking why.
  • Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

  • Remote working available where possible

  • 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year 

  • Free private medical insurance after 1 years' service 

  • Workplace Pension 

  • AXA Be Supported 

  • A range of reductions and offers from leading retailers, travel groups and entertainment companies

About the Company

Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.

Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.

Applying this approach over the past 70 years has enabled us to become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity.

We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.

We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme. 



To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.



Saga Group

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