2nd Line Engineer

The Compleat Food Group; Market Drayton; On-site; GBP 30,000 - 40,000; Full time

Job summary

The Compleat Food Group is seeking a passionate 2nd Line Engineer to join their growing IT team in Market Drayton. You will be responsible for providing exceptional IT support across multiple sites, ensuring issues are resolved efficiently. The role offers a supportive work environment with opportunities for professional development.

Benefits

Employee Volunteering Days

Informal and Formal training opportunities

24/7 Access to Grocery Aid

Physical Wellbeing Benefits

Holiday Discounts

Qualifications

• In-depth experience supporting desktops, laptops, and printers.
• Broad experience of acting as a Point of Contact for service-related questions.
• Experience engaging with multiple stakeholders.

Responsibilities

• Provide 2nd line IT support to all sites.
• Support the wider IT team in Problem Management.
• Communicate updates and relevant information effectively.

Skills

Customer focused IT support

Fault finding

Critical thinking

Problem-solving

Excellent communication skills

Education

A Level qualifications or equivalent

Tools

Microsoft Office365

Microsoft Client/Server networking

VPNs

WANs

Job description

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Join our IT Team at The Compleat Food Group!

Are you a tech-savvy problem solver with a passion for providing exceptional IT support?

We have a fantastic opportunity for a 2nd Line Engineer to join our innovative and rapidly growing IT team. In this role, you will provide 2nd line IT support to all sites within the Compleat Food Group by means of physical or remote support.

You will be based at our site in Palethorpes, with secondary responsibility for Crewe Bakery and Clitheroe.

Who We Are:

At The Compleat Food Group, we're on a mission to create delectable food that not only brings joy to your taste buds but also extends love to our planet. We fondly refer to it as 'Food to Feel Good' because we believe in savouring every bite whilst making a positive impact.

Our team of over 5,000 remarkable individuals forms the core of all that we undertake. Their genuine passion drives the creation of delectable products for UK consumers, prominent retailers, and our thrilling market-leading brands such as Wall's Pastry, Squeaky Bean, and Unearthed.

Working Hours:

Monday to Thursday 08:30 – 17:00 and Fridays 08:00-16:00 – who doesn’t love an early finish on a Friday!

Your Duties Will Include:

• Receive escalated incidents from the Service Desk and prioritise workload to ensure all incidents are resolved within SLA
• Work within a team of 2nd Line IT Engineers to ensure Group wide incident resolution SLAs are met
• Support the wider IT team in Problem Management by performing root cause analysis tasks as directed by the IT Manager
• Work with the Systems Administration team to resolve core infrastructure issues resulting in on site system inefficiencies or service interruptions
• Provide time and expertise to support the delivery of projects on budget, on time and to the right quality
• Communicate updates and pertinent information to the Customer group as required
• Form part of the Out of Hours team taking turns on a rota-based process to act as an escalation point for out of hours calls
• Travelling between sites with occasional overnight stays is required to fulfil duties described within this document.
• Attend such necessary training sessions (internal and external) as requested in order to be sufficiently equipped to perform tasks.

Skills, Experience and Qualifications:

• In-depth understanding and experience supporting desktops, laptops and printers enabling the provision of a customer focused IT support service
• Detailed working knowledge of Microsoft Office365, Microsoft Client/Server networking, VPNs, WANs and end user software support is essential
• Broad experience of acting as a Point of Contact for all service-related questions
• Demonstrate opening questioning, faulting finding, critical thinking and problem-solving skills
• Able to prioritise and manage multiple workstreams including incident resolution and project work
• Excellent verbal and written communication skills
• Experience of engaging with multiple stakeholders and prioritise activity accordingly
• Demonstrable experience of ownership of key customer issues / problems and the ability to follow up the status of escalations
• Communicate progress in a timely manner
• A Level qualifications or equivalent are essential
• Microsoft certification or equivalent is desirable
• Full UK driving licence is essential
• 2 Employee Volunteering Days per year
• Employee well-being and community support groups
• Informal and Formal training opportunities with personalised online LMS platform
• Charity Initiatives and Team events
• 24/7 Access to Grocery Aid (Free Financial, Emotional and Practical Support)
• Physical Wellbeing Benefits – Free on demand exercise hub and various gym discounts.
• Free Financial wellbeing – mortgage calculators, budget tools, financial aid tools
• Holiday Discounts via Online Retail Discount

The Compleat Food Group are proud to have built an inclusive and respectful culture where our colleagues feel safe, supported and valued. A place where they can bring their whole selves to work to achieve exceptional results and thrive.

We continue to attract diverse talent into our teams, because we know greater diversity leads to exceptional results and provides a better working life. That’s why we’re committed to ensuring Fairness, Equity, Inclusivity, and Respect in all that we do.

Recruitment Agencies:

We have an active and trusted Preferred Supplier List to assist us if required. We do not acknowledge any speculative CVs or unsolicited candidate introductions from agencies.