3rd Line Technical Support Specialist

Premier Foods; Barnsley; Hybrid; GBP 45,000 - 70,000; Full time

Job summary

A leading company in the food industry is seeking a 3rd Line Technical Support Specialist to join their team in Barnsley. The ideal candidate will have extensive experience in IT support, particularly in incident and service request management, with a focus on delivering exceptional service. This role includes responsibilities such as managing technical issues, liaising with 3rd parties, and ensuring the smooth operation of IT systems. The position allows for a mix of on-site and remote work, offering flexibility.

Benefits

Bonus

Company Pension

Employee Assistance Programme (EAP)

Holiday Purchase Scheme

Company Shop

Private Medical Insurance

Sharesave Scheme

Employee discount platform

Qualifications

• In-depth knowledge of general networking & SD-WAN systems.
• Hands-on experience with network switching, routing, and firewalls.
• Practical knowledge of Microsoft tools and experience with AWS products.

Responsibilities

• Ensure operational activity aligns with group Enterprise Architecture principles.
• Resolve incidents and requests within agreed SLA’s.
• Handle complex issues as the last line of support.

Skills

Networking

Problem Solving

Technical Support

SD-WAN

Tools

Aruba/Cisco

Fortinet

ClearPass

Microsoft AD

AWS

Okta

Job description

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3rd Line Technical Support Specialist

Location: Barnsley, GB

Permanent

Due to newly created roles, Premier Foods is seeking a highly experienced 3rd Line Support Engineer to join our team. This role is ideal for a seasoned professional with a strong background in 3rd line support, focusing on Incident and Service Request Management. The position is based in our Carlton factory, with occasional travel to other sites as needed. As the face of IT at the site, you will handle a wide range of issues, ensuring the smooth operation of our IT systems. The Technical Support Specialist must be passionate about delivering exceptional service to the business, taking pride in representing the IT department.

You will be part of a wider Technical Services Team, working alongside other specialists. Applicants must have extensive technical experience in a 3rd line support role. This opportunity is designed for someone who can demonstrate technical knowledge and effective problem-solving skills in high-pressure environments. Whilst on-site presence is expected, remote work is possible with the opportunity for a balance of 3 days in the office and 2 days working from home.

The Role…

As our next 3rd Line Technical Support Specialist, you’ll play a crucial role in driving the on-site technical representation of the IT department. Your role is to ensure all operational activity is in line with group Enterprise Architecture principles, policies, and guidelines. Your responsibility is to ensure incidents and requests are resolved within agreed SLA’s. You will be accountable for driving strong incident and request management, delivering a best-in-class service. Your day-to-day activities will include providing innovation and advice on the technologies used to support and run Premier environments.

This role will be dealing with more complex issues which have been escalated and therefore you will be confident in being the last line of support as well as dealing with request right up to senior leadership. You will also liaise with 3rd parties to ensure all outsourced technical infrastructure is running optimally.

Travel is expected to other sites as and when required by incidents, requests or other requirements.

The Key Requirements...

• In-depth knowledge of general networking & SD-WAN systems.
• Hands-on experience with network switching (Aruba/Cisco), routing and firewalls (Fortinet).
• Complex Aruba WiFi Infrastructure, including management software such as ClearPass.
• Detailed understanding of core IT infrastructure products.
• Practical & detailed knowledge of Microsoft AD, MCM, Print Services, Entra, InTune, AutoPilot & other similar Microsoft tools.
• Understanding of Operational Technology and IoT and how these can exist alongside IT.
• Practical knowledge of Okta or similar IDP platforms.
• Experience with AWS products.

The Benefits and Perks...

• Bonus
• Company Pension
• Employee Assistance Programme (EAP) and occupational health support
• Holiday Purchase Scheme
• Company Shop
• Private Medical Insurance
• Sharesave Scheme
• The Hamper - our employee discount platform