2nd Line IT Support Engineer

Hellermanntyton; Crownhill; On-site; GBP 40,000 - 54,000; Full time

Job summary

HellermannTyton in Plymouth is seeking a 2nd Line IT Support Engineer to maintain the performance, security and reliability of IT systems, applications and network infrastructure across the Plymouth site and wider UK organisation. You will provide technical leadership and day-to-day support for local IT operations while guiding First Line colleagues on-site.

The role involves collaborating with production teams, suppliers and service partners, contributing to UK-wide IT projects, supporting a

Qualifications

• BTEC qualification in Computer Studies / IT or related discipline.
• Minimum four years’ experience in a 2nd Line IT Support role.
• Strong understanding of TCP/IP networking and DNS.
• Experience with PowerShell scripting and automation.
• Proven experience administering Microsoft Active Directory and Group Policy.
• Experience supporting Windows 11 devices, Dell hardware, and mobile technologies.
• Experience supporting endpoint devices, printers, wireless APs and network switches.

Responsibilities

• Maintain operation of IT systems, applications and network infrastructure across UK sites.
• Provide 2nd Line support and guidance to 1st Line IT colleagues.
• Support UK IT transformation programmes and standardisation efforts.
• Collaborate with external vendors and service partners to ensure service delivery.

Skills

TCP/IP networking

DNS

PowerShell scripting

Active Directory

Group Policy

Microsoft 365

Windows 11

Hardware support

Networking

Education

BTEC in IT

Tools

Hyper-V

Cisco switches

SQL Server

Dell hardware

Job description

• Location 39 William Prance Rd,Plymouth, PL6 5WR,United Kingdom
• Employee Type Permanent

Contact information

• Contact Name Andy Goodall

Description

Company Overview: HellermannTyton is a leading manufacturer and supplier of products for fastening, fixing, installing, connecting, insulating, protecting, and identifying electrical cables and data network infrastructure. We also develop parts for customer-specific industrial applications. Since 1935, our mission has been to provide innovative solutions for all cable management needs – with customer satisfaction as our priority. Our portfolio includes more than 75,000 items, and we operate 15 world-class manufacturing facilities in 39 countries, employing over 6,000 people.

HellermannTyton is owned by APTIV and operates as a standalone business unit within the APTIV Group.

Why Join Us? You will be joining a business with ambitious growth plans, currently undergoing a period of change to enhance our performance and seize every opportunity for greater success. Recognised as a market leader, HellermannTyton delivers innovative solutions for our customers, collaborating with some of the biggest names in industry. We strive to be elite and are looking for individuals who share this vision. HellermannTyton is a great brand, with great people and products.

Role Overview:

As a 2nd Line IT Support Engineer at HellermannTyton, you will play a key role in maintaining the performance, security, and reliability of IT systems, applications, and network infrastructure across the Plymouth site and the wider UK organisation. You will provide technical leadership and day-to-day support for local IT operations, guiding and supporting First Line (Level 1) IT colleagues while acting as the primary on-site technical resource for Plymouth-based users.

This position involves working closely with employees, production teams, third-party suppliers, and support providers to ensure a high standard of IT service delivery within a fast-paced, 24/7 multi-site manufacturing environment where system availability and responsiveness are critical. You will contribute to local improvement initiatives, support the delivery of UK-wide IT projects, and help ensure the smooth and efficient operation of all Plymouth IT functions.

As the local technical point of contact, you will liaise with external vendors and service partners, coordinate technical support activities, and provide hands-on assistance to users across both office and production environments.

In addition, HellermannTyton Group is currently undertaking a global IT transformation programme aimed at standardising IT infrastructure and strengthening cybersecurity across the organisation. This strategic initiative includes the introduction of Managed Services to enhance and supplement existing IT resources, providing increased capacity, improved service delivery, and a consistent technology framework across the business. As a result, you will play an important role in supporting and enabling these changes at a local and UK level.

Travel between UK sites (Plymouth & Staeng & Plympton) will be required.

Requirements

Ensure the reliable operation of IT systems, applications, and network infrastructure across multiple UK sites, maintaining high levels of system availability and uptime.

Deliver a first-class customer experience by responding promptly and professionally to IT support requests received through the IT Helpdesk, telephone, Microsoft Teams, and face-to-face interactions.

Monitor and maintain all locally hosted IT systems, services, and hardware within the Plymouth manufacturing facility, ensuring issues are resolved efficiently or escalated appropriately to the 3rd Line IT Network Engineering team.

Support the UK Head of IT with monthly reporting requirements, providing updates on IT performance, key achievements, issues, and relevant Key Performance Indicators (KPIs).

Maintain a strong understanding of company IT policies and procedures, ensuring compliance across the IT function. Identify opportunities to improve existing processes and contribute to the development and implementation of new policies where required.

Provide guidance, coaching, and technical mentoring to the 1st Line IT Support team, helping to develop capability and ensure an excellent support service is delivered to the business.

Ensure effective communication of IT activities, system changes, issues, and developments to the wider IT team and relevant site stakeholders.

Regularly assess existing technologies, systems, and processes to identify opportunities for improvement. Promote innovative ideas and support their implementation to enhance business performance and operational efficiency.

Research, evaluate, and recommend new technologies, methods, and processes that support business growth, improve productivity, and drive manufacturing efficiencies. Contribute ideas and recommendations within the IT team.

Actively participate in regular IT team meetings, contributing to discussions on service performance, technical issues, project updates, and future initiatives.

Support and help drive IT-related projects and continuous improvement activities, working collaboratively with stakeholders to ensure successful delivery against agreed objectives.

Summary

Qualifications & Experience

• BTEC qualification, or equivalent, in Computer Studies, Information Technology, or a related discipline.
• A minimum of four years’ experience in a 2nd Line IT Support role.
• Strong understanding of TCP/IP networking and DNS.
• Experience of PowerShell scripting and automation.
• Proven experience administering Microsoft Active Directory and Group Policy.
• Experience supporting Windows 11 devices, Dell hardware, and mobile technologies, including tablets and smartphones.
• Experience supporting endpoint devices, printers, wireless access points, and network switches.
• Strong troubleshooting and support experience across Line of Business (LOB) applications.
• Proficient in Microsoft 365 administration and support.

Additional Technical Knowledge & Experience

• Experience working within a manufacturing environment.
• Working knowledge of Hyper-V virtualisation.
• Experience with Cisco networking technologies.
• SQL Server administration and support experience.
• Experience operating within a shared services or managed services environment.
• Experience working within a matrix management structure.
• Basic understanding of ITSM and ITIL principles and best practices.

Behaviours & Personal Attributes

• Excellent verbal and written communication skills, with the ability to engage effectively at all levels of the organisation.
• Self-motivated with the ability to work independently and take a hands-on approach to problem-solving.
• Strong interpersonal skills with the ability to quickly establish and maintain positive working relationships.
• Customer-focused, with a commitment to delivering a first-class support service.
• Calm, resilient, and able to perform effectively under pressure.
• Trustworthy, dependable, and professional in approach.
• Strong organisational and time-management skills, with the ability to manage multiple priorities simultaneously.
• Full, clean UK driving licence.

Additional Requirements

• Flexible approach to working hours, including occasional attendance on-site outside normal business hours to support projects, maintenance activities, or critical incidents.
• Willingness to provide out-of-hours support when required to ensure the continuity and availability of business-critical IT systems and services.
• Commitment to continuous professional development and keeping current with emerging technologies and industry best practices.