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European Service Desk IT Engineer I

European Service Desk IT Engineer I

Posted 6 April by RCI Ended

RCI is the global leaders in holiday exchange, with the world's largest network of resorts, destinations and holiday experiences to offer current timeshare holiday owners. With over 3.8 million members and more than 4,000 affiliated resorts worldwide, we have the largest exchange network in the world - making us the provider of choice for many timeshare owners.

Through our core exchange programmes, RCI Weeks and RCI Points, we offer our members access to affiliated resorts in more than 100 countries, for a single exchange fee. Our members also enjoy great deals on rental accommodation with our partner companies, travel and holiday 'extras.'

At RCI, we understand that no matter how busy life gets, our members cherish the time they set aside for holidays with family and friends each year. We want to help them make memories to last a lifetime - because their holiday means the world to us.


The EUS IT Support Engineerwill be a very hands-on, experienced member of the technical support team responsible for the RCI EME end user business information systems environment. This is an internal customer-facing role requiring excellent technical skills, prioritization, responsiveness, customer service, along with excellent verbal communication skills.


  • Maintains core operations of the RCI desktop environments across all RCI offices according to agreed service levels.

  • Accepts technical escalations from and provides consultation to team members.

  • Resolves all levels of incidents to agreed service levels and metrics with an emphasis on complex incidents.

  • Delivers all user IT service requests, new/updated hardware and software to agreed service levels.

  • Promotes and upholds all RCI compliance requirements. Reviews and updates the end user IT environment to Global security standards and guidelines, i.e., SOX, PCI, Data Protection, Workstation Hardening, Patching, Vulnerability Remediation, etc.

  • Reviews information from the IT Service Desk, SSIO IT and IT Service Management tools and recommends changes to the environment to address reported incidents.

  • Supports the IT Service Desk and Desktop Engineering by equipping them with the knowledge and skills to expedite and prioritize incident resolution.

  • Supports the IT Service Desk by attending customer facing calls, incident logging, reporting on a required basis.

  • Provides proactive problem management and engages in continuous improvement.

  • Plans, organizes and coordinates formal and informal technical orientation and training of employees.

  • Supports the implementation of new applications/services into the production environment in line with business controls.

  • Liaises with SSIO IT through the provision of accurate information, project involvement, testing and validation.

  • Upholds all corporate IT initiatives and strategies, providing technical and administrative assistance.

  • Supports the business as part of an on-call schedule if out of hours assistance may be required.

  • Creates, publishes, delivers and maintains relevant departmental and end user self-help IT documentation.

  • Promotes knowledge sharing, solutions, best practice and standards by liaising with all WWC IT staff, where feasible.

  • Travel may be required where necessary.


  • Excellent interpersonal, report writing and documentation skills.

  • Ability to learn quickly from team members on business information systems and to demonstrate an ability to train others where required.

  • A professional, energetic, positive and committed attitude is essential.

  • Able to operate with minimal supervision.

  • Project planning, management and organizational skills.

  • Able to operate effectively in a team environment with team members of differing technical ability.

  • Able to maintain professional demeanor under stress.

  • Strong listening, mentoring and coaching skills.

  • Proactive with a strong attention to detail, errors are minimized.

Minimum - Educated to GCSE level including high marks in English & Maths

Desired - Third Level and/or relevant professional certifications/experience.


  • Excellent working knowledge of client computing infrastructure, for example:
    • All current Windows Operating Systems
    • All client applications, and supporting technologies in use by RCI.
    • Active Directory, software distribution and customization.
    • Collaboration/Unified Communications
    • Scripting and automation.
    • Enterprise printing and enterprise telephony systems
    • Security Administration - WSUS, AV, VPN, vulnerability remediation, OS encryption.
    • Mobile device management technologies, i.e., Mobile Iron
  • Good exposure, appreciation and understanding of IT infrastructure environments (Operations, Networks and Security, Enterprise Applications, and Telecoms) and ability to support when required.


Hands on exposure and responsibility for the aforementioned skillset.

  • 3 years plus of hands on, end user computing infrastructure.

  • Needs to be able to demonstrate same and be able to work independently when required.

  • Demonstrable experience with enterprise class and client software solutions.

Reference: 34847660

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