Job Description

Our mission

Travelodge’s mission is to be the UK’s favourite hotel for value.

With more than a million visits every week to our website and more than eighteen million customers a year, the use of technology is critical to both our customer offer and our low-cost operations.

The mission within IT is to ensure innovative technology drives the business forward, through the development of the company’s customer-facing and internal technology infrastructures.

The job in a nutshell


Are you passionate about infrastructure customer service? Do you want to work for a business that takes very seriously the role of providing stable, secure and innovative infrastructure services to our end users? Can you organise and inspire colleagues to deliver a consistently awesome infrastructure support experience? If yes, then we may have the role for you!


As Infrastructure Support Engineer, you will be part of the infrastructure team that is responsible for the creation and support of an excellent IT infrastructure experience for our colleagues across Travelodge. Your primary responsibilities will be to assist our Infrastructure Support Lead with the delivery of our infrastructure tickets, both internally and with third parties and be responsible for completing our daily scheduled operational checks, to ensure we deliver exceptional services to our colleagues and customers. You would be dealing with issues with our national WAN, corporate or customer Wifi services, Azure platform, AWS platform, private data centres, or any one of our inhouse platforms;  or simply ensure our operational checks are completed and all documentation is up to date to proactively improve our service. It’s a multi-skilled role we will help you to develop into, both technically and administratively!


If you’re proactive and well organised with strong organisational skills and a passion for applying technology to business problems, can deliver daily administrative tasks and love delivering great service, then this is the ideal role for you. You will be trained by and work closely with our Infrastructure Support Lead and the rest of the Infrastructure team in order to grow to someone who can really help contribute to the way the Travelodge infrastructure team works. You will have the opportunity to participate in a supportive environment to develop the behaviours, knowledge and professional skills required of the role. We will provide Azure training and both  support and develop you in your technical and career growth.


What you’ll be doing


  • Assisting with the Infrastructure incident support queues activities on a day to day operational basis, providing an awesome, responsive and consistent support service to customers at all times.

  • Contributing to ways to deliver infrastructure related service improvement initiatives with the team where you can see potential improvements.

  • Working closely with other Operations teams and vendors to ensure there is a coordinated approach to infrastructure support.

  • Assisting with tickets within the infrastructure support queue, ensuring all tickets are resolved/fulfilled within SLA and customer satisfaction targets and other KPIs are achieved as part of a wider team.

  • Assisting with creating infrastructure related change management activities, ensuring the change management process is adhered to at all times and maintaining a forward schedule of change for all infrastructure services and third parties.

  • Working with a holistic set of standard operating procedures and wikis that are actively maintained and utilised for all in house and third party infrastructure support activities.

  • Working closely with various vendors, driving the resolution of incidents and fulfilment of day to day requests.

  • Learning ITIL best practice with the infrastructure team, to deliver a great service.

  • Providing periodic reporting and management information on infrastructure performance and operational KPIs.

  • Maintaining and delivering daily operational and administrative tasks such as assisting with procurement, completing daily operational checks and helping to improve the responsiveness and proactiveness of the Infrastructure team.

  • Increasing your knowledge of many different IT platforms and growing your skillset as a customer support role with onsite and remote training opportunities guaranteed.

  


What we’ll expect from you


To succeed in this role, you will have an interest in becoming a strong people and vendor coordinator with an understanding of business infrastructures and support ticket management processes.


You must be a team player, be passionate about learning and growing as an individual within a technical environment. You will be driven to deliver ITIL best practice and know what it takes to contribute to a team that consistently delivers an awesome IT service to internal customers. You will not be afraid to roll up your sleeves and get hands on when required, particularly in helping with service improvement initiatives and ensuring admin work is completed on time and to a high standard.


Learning

  • Evidence of a basic level of networking skills, e.g COMPTIA\ICND\3 Years of experience.

  • Knowledge and experience of Microsoft Windows Server 2012+

  • Knowledge and experience of Windows Active directory administration

  • Knowledge and experience of Wired, wireless and VLAN infrastructures.

  • An awareness of Google Workspace Administration

  • An awareness of Microsoft Azure Administration

  • An awareness of Microsoft SCCM Administration

  • An awareness of ITIL process of Incident, Change, Problem, Service Request and Asset Management

  • An awareness of Experience of working with 3rd party vendors and escalations.


Capabilities/Behaviour


  • Have the ability to work on your own initiative 

  • Be self-motivated and multi-tasker 

  • Be a good communicator 

  • Be customer focused 

  • Have good written and oral communication skills displaying confidence, assertiveness and professionalism 

  • Have a ‘can do’ attitude 

  • Not be afraid to escalate to vendors for poor service from vendors

  • Have good organisational skills, with strong attention to detail and accuracy

  • Willingness to enhance current vendor management skills

  • Must be able to multitask and manage a large and varied workload and demonstrate high levels of self organisation

  • High levels of energy, drive and resilience, with the flexibility to thrive in a fast-paced, dynamic environment.


Development and future prospects

  • You will be allowed to spend regular time learning new technologies and taking exams, at no cost to you.

  • Support will be provided through professional training remotely or at training facilities.

  • The qualification will be facilitated by an external training provider and is fully funded by Travelodge.

  • Access to new technologies and features that help drive the business forward

  • Clear career growth opportunities within the team


Travelodge Traits

At Travelodge, we believe that behaviours are just as important as the activities you carry out. The ones we look for in every colleague are:


I care about people

  • I treat everyone in a way I would like to be treated

  • I am easy to work with

  • I have a can do attitude

  • I care about the impact my work has on others


I pay attention to detail 

  • I do the little things that make a difference to our customers 

  • I work to brand standards

  • I treat Travelodge time, equipment and stock as if it were my own


I drive for results

  • I hit targets in my role and work at the right pace

  • I take ownership of problems and try to fix them fast

  • I look for ways to avoid future problems

  • I look for ways to promote Travelodge



What you can expect from us 


Culture 


At Travelodge, we are warm, straightforward and optimistic. We have a big footprint in the UK, but still a small company feel and you can expect quality and value to be built into everything we do. You’ll have the support of a close network of colleagues and managers, and every day is different here! We want you to bring your personality to work and we love our diversity.


Reward and recognition 


It’s not just our customers we want to wake up with a smile on their face. As well as a competitive salary, being part of our hotel support centre means great holiday entitlements, pension contribution deals, being part of our bonus scheme, and a Thanks Card giving generous room and food discounts as well as friends and family rates.


Career and development 


We want you to develop further with us at Travelodge and we’ll provide you a development plan to help you reach your goals.   You can expect to have a full induction and training relevant to your role. We advertise all our vacancies internally, so you’ll have the opportunity to really develop your career with Travelodge.


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