On-Site Technical Support Engineer

ATS Global; East Midlands; Hybrid; GBP 30,000 - 52,000; Full time

Benefits offered by this job

23 days annual leave

Private healthcare

Sick pay

Company pension

Employee discount

On-site parking

Job summary

ATS Global is seeking an On-Site Support Engineer to join our UK operations. You will be the first point of contact for IT issues on customer sites, driving incident resolution and adhering to ITIL processes.

The role involves ownership of incidents, collaboration with manufacturing teams, and travel to cover UK sites as needed. You will analyze major incidents, provide risk feedback, and work with internal and external partners to maintain high IT operations standards.

Qualifications

• Knowledge of manufacturing processes and systems.
• Knowledge of Incident Management.
• Knowledge of ITIL Processes.
• Experience in multi-vendor IT environments.
• Experience with OEM engagement.
• UK driving licence required.
• Willingness to travel to cover UK sites.
• British Citizenship or eligibility for security clearance.

Responsibilities

• Act as first point of contact for IT issues on customer sites.
• Take ownership of assigned incidents and tasks and meet deadlines.
• Provide in-depth problem analysis for major incidents.
• Communicate with internal and external stakeholders clearly.

Skills

Manufacturing systems

Incident management

ITIL processes

Windows troubleshooting

Networking troubleshooting

OEM engagement

Driving licence

Travel readiness

Security clearance eligibility

Job description

Role Overview

At ATS, our On-Site Support Engineers play a key role in our day to day UK support operations across our customer sites, ensuring incident management and other ITIL based processes are followed while helping to ensure our SLA & SMA obligations are always met and delivered to the highest standards.

As a support engineer, you will be an integral part of our customers daily operations where you will act as a first point of contact for IT issues, working closely with other manufacturing teams and individuals to drive incident resolution forward.

Why work for us

We’re proud to have been certified as a Great Place to Work in 2023 and 2024, reflecting our commitment to creating a positive, inclusive and supportive workplace. We continually invest in improving our employee experience so our people feel valued, engaged and excited to build their careers with us – and in turn, deliver great outcomes for our customers.

How will you make an impact?

• Working effectively both individually and as part of the wider team
• Taking total ownership of your assigned incidents and tasks
• Ensuring incident and task deadlines are always met or exceeded
• Providing in-depth problem analysis of major incidents
• Providing meaningful risk and operational feedback
• Demonstrating high standards of professionalism and adherence to process at all times
• Communicating clearly and promptly with internal and external stakeholders
• Play an integral role in the day to day running of IT and manufacturing systems for your site

What success in this role looks like:

• Resolving of assigned incidents within SLA timeframes, ensuring seamless IT operations for our customers
• Building strong relationships with on-site teams, resulting in high levels of customer satisfaction and positive feedback
• Identifying and implementing process improvements that enhance efficiency and reduce incident recurrence
• Proactively identifying potential risks to IT and manufacturing systems, mitigating issues before they
• Acting as a trusted technical advisor to customers, demonstrating expertise in manufacturing IT environments
• Collaborating effectively with internal teams and external partners to deliver high-quality, integrated solutions

How will we reward you?

• 23 days annual leave, increasing by 1 day each year to a maximum of 28 days, plus bank holidays
• Private healthcare
• Paid family support days
• Paid leave for medical appointments
• Enhanced maternity and paternity leave
• Enhanced company sick pay
• Salary sacrifice pension
• Discretionary performance related bonus
• Access to a fee-free mortgage service
• Employee Assistance Programme (EAP)
• Life assurance
• Employee ‘away days’

What we’d like you to bring to the team:

• Knowledge of manufacturing processes and systems
• Knowledge of Incident Management
• Knowledge of ITIL Processes
• Experience of working amongst multi vendor IT environments
• Experience of original equipment manufacturer (OEM) engagement
• Knowledge of Windows hardware, software and networking troubleshooting
• Experience of advanced troubleshooting of Windows based software, hardware and network troubleshooting
• A full UK driving licence
• Willingness to travel to cover other UK sites for holidays and sickness
• British Citizenship / Eligible for Security Clearance.

Note for Applicants

Please note that due to the nature of our customer operations and the requirement to obtain Security Clearance, we are only able to accept applications from UK Citizens.

Benefits:

• Additional leave
• Company events
• Company pension
• Employee discount
• Employee stock purchase plan
• Enhanced maternity leave
• Enhanced paternity leave
• Free flu jabs
• Free parking
• On-site parking
• Private medical insurance
• Referral programme
• Sick pay
• Store discount