Second line it support engineer

Catchwork; Trowbridge; Hybrid; GBP 35,000 - 38,000; Full time

Benefits offered by this job

Living wage employer

25 days holiday

Discretionary bonus

Pension matched up to 4%

Life assurance

Canteen

Free parking

Discounts via apetito perks

Job summary

Apetito is seeking a Senior IT Support Engineer to join our Wiltshire-based team in Trowbridge. This on-site role supports Windows server environments, end-user devices, and network infrastructure as part of a major IT modernization project.

You will also help manage cloud services and contribute to knowledge sharing across the IT service desk. The candidate should have 3+ years in a 2nd Line IT service desk, strong AD/M365/Azure knowledge, and good communication skills.

Qualifications

• 3+ years IT Service Desk experience at 2nd Line level required.
• Strong knowledge of Active Directory, M365, Azure AD and Windows operating systems.
• Good understanding of IP networking concepts and subnets.
• Excellent communication and customer service skills.

Responsibilities

• Provide 2nd line IT support for Windows server environments and maintenance.
• Troubleshoot end-user devices and various technologies.
• Support network and telephony infrastructure.
• Assist with Cloud services such as M365 and Azure.
• Log and investigate IT support requests via multiple channels.
• Participate in patch management, backups, and regular IT tasks.
• Analyze issues to identify root causes and troubleshoot to resolution.
• Handle account provisioning, password resets, software installs and hardware setup.
• Perform proactive checks of offices and meeting rooms to ensure IT readiness.
• Ensure incidents and requests meet SLA/KPI timelines.
• Flag recurring issues for higher-tier investigation.
• Assist with IT asset management and knowledge base maintenance.
• Mentor junior team members and participate in training.
• Any other tasks as directed by management.

Skills

Active Directory

M365

Azure AD

Microsoft OS

Networking basics

ITIL framework

Ticketing systems

Remote support tools

On-call support

Communication skills

Education

CompTIA A+ or Network+

Azure Fundamentals or higher

ITIL4 Foundation

Tools

Patch management tools

Remote support tools

Job description

Overview: apetito business operates 24/7 providing a vital service to our customers. IT is central to the success of the business and the IT team supports the infrastructure and services vital to its operation. We are embarking on a period of exciting change, and this role will be a key appointment in its delivery.
We are looking for an experienced and skilled Senior IT Support Engineer to be part of our team as we undertake a significant transformation to modernize our IT services across the apetito group. Our team is committed to delivering world-class services to the business and supporting its continued growth. This role will play a pivotal part of our service delivery offering, being a critical and key role in supporting our end users and therefore being the face and representative of the IT service desk experience.
Based at our Head Office in Trowbridge, Wiltshire, this position requires full-time, on-site attendance, five days a week.
Occasional travel may be necessary to other locations, such as our distribution offices in Portbury or additional sites, depending on business needs.
The role also includes participation in an on-call rota to provide out-of-hours support. An on-call payment will be provided for each active on-call week.
£35k-38k (depending on experience) + Bonus + Benefits Who we are: apetito is the UK’s leading food supplier to the health and social care sectors serving more than 1,300 care homes, health care and education settings. Our meals are expertly crafted by our dieticians and chefs, and then frozen to lock in the goodness. Wiltshire Farm Foods, our sister company, is the UK’s largest ready meal supplier cooking and delivering over 330 different delicious frozen ready meals across the UK.

Responsibilities:

• Support Windows server environments to perform 2nd line tasks for issues and maintenance.
• Support and troubleshoot end user devices and technologies.
• Support user issues on network & telephony infrastructure.
• Support cloud services such as M365 & Azure.
• Log and investigate incoming IT support requests through various methods including, telephone, tickets, email and in person.
• Participate in recurring tasks such as patch management, backup checks & other regular tasks as required.
• Analyse reported issues to accurately identify the problem that needs to be investigated and troubleshoot these problems to conclusion.
• Process and fulfil IT service requests such as account provisioning, password resets, software installs and hardware setup.
• Perform regular proactive checks of offices, meeting rooms and other areas to ensure functionality of IT equipment across the business.
• Ensure timely delivery of incidents and requests, in accordance to service level agreements (SLA) and key performance indicators (KPI).
• Identify and flag recurring or similar issues for higher-tier support to investigate root causes.
• Assist the wider team and end users with IT asset management.
• Help maintain a knowledge base for internal knowledge sharing.
• Help build and maintain end user guides for self-help portals.
• Participate in on-call rota to provide out-of-hours support.
• Assist in mentoring and training of junior members of the team.
• Any other task as directed by management.

About you:

Skills and Competencies

• Ideally, a minimum of 3 years of experience working on an IT Service Desk at a 2nd Line level.
• A strong technical understanding of IT technologies such as Active Directory, M365, Azure AD and Microsoft operating systems.
• A good understanding of network principles such as IP and subnets.
• Excellent communication and interpersonal skills.
• Excellent customer service skills.
• Able to communicate effectively with people of technical and non-technical backgrounds.
• Ability to work under pressure and meet demanding expectations.
• Strong attention to detail and accuracy of data.
• Knowledge of the ITIL framework.
• Experience with ticketing systems and managing ticket demands effectively.
• Experience with patching tools and automation.
• Experience with remote support tools.

Qualifications and Certifications

• IT Certifications such as CompTIA A+ or N+ is desirable.
• Azure Fundamentals or higher is desirable.
• ITIL4 Foundation is desirable.

Personal Qualities

• A self-motivated individual, looking to provide excellent service delivery.
• Able to work independently and as part of a team.
• Enjoys interacting with other people and can build good rapport.
• A thirst for knowledge and desire to develop their skills.
• Organised and reliable, with good time keeping.

Company Benefits

• Competitive salary – accredited Living Wage employer
• 25 days holiday per year, plus bank holidays
• Option to purchase up to 5 additional days holiday per year
• Discretionary annual bonus scheme
• Pension scheme - employer matched contributions up to 4%
• Life assurance scheme worth at least 1x annual salary
• Subsidised canteen
• Free parking
• Free turkey or voucher at Christmas
• apetito perks scheme including salary sacrifice options and retail discounts

Our Values: As a family-owned business, we take great pride in being a company that makes a real difference and is dedicated to creating outstanding meals to be proud of.
We develop a range of products designed to enhance health and well-being for all our customers.
We are driven by a passion for service and dedicated to feeding some of the UK’s most vulnerable people.
We proudly support British food and farming, focusing on using the best ethical and sustainable produce in alignment with our goal to reach Net Zero by 2040. Our ethical standards are recognised by the ETI and we are an accredited Living Wage employer.
Learn more about apetito’s commitment to a more sustainable future.
We embrace inclusion, empowering individuals from diverse backgrounds. Our commitment to making a real difference extends to customers, communities, and staff and we're on a mission to build an inclusive workplace where everyone reaches their full potential.