Support Engineer

JR United Kingdom; Cardiff; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in Industrial IT solutions seeks a Support Engineer to enhance its operational support for a UK manufacturer. Responsibilities include managing IT incidents and utilizing ITIL practices, with a focus on delivering high standards in service. Ideal candidates will possess excellent communication skills and a proactive approach to problem resolution, along with a full UK driving license for site visits.

Benefits

Competitive salary & benefits

Part of a dynamic team

Qualifications

• Minimum 2 years in 2nd or 3rd Line Support roles.
• Excellent communication and problem resolution skills.
• Ability to handle pressure and customer service focus.

Responsibilities

• Ownership of incidents and tasks with deadlines.
• In-depth problem analysis of major incidents.
• Communicating with stakeholders and supporting manufacturing systems.

Skills

ITIL processes

Advanced troubleshooting

Excellent communicator

Customer service

Problem resolution

Tools

Windows hardware

Windows software

Networking troubleshooting

Job description

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ATS is currently seeking a suitable candidate to support Industrial IT solutions delivered to a lead UK manufacturer.

You will have an integral role in our day-to-day UK support operations, 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 become an integral part of our customer's daily site operations, where you will act as a first point of contact for IT issues, and you’ll work closely with other manufacturing teams and individuals to drive incident resolution forward.

To support this, engineers will be expected to demonstrate the ability to approach, understand and resolve complex technical issues (3rd line) alone or as part of a multi vendor team.

The role will also require inclusion into an on-call rota and require occasional additional out-of-hours work to ensure ATS are able to meet the demands of our customer's 24x7 requirements.

The right candidate has:

• A minimum of 2 year’s proven experience working in a 2nd or 3rd Line Support or an equivalent IT engineering role, having also worked with networks, hardware and software; they should be able to demonstrate an excellent understanding of both software and hardware troubleshooting methodology.
• The candidate should be an excellent communicator who’s able to present technical detail clearly and effectively both internally and externally at all levels.
• Enthusiasm, self-motivation and a drive to see their team succeed are character traits we are seeking, candidates must be customer service focused, incredibly well organised and able to handle highly pressurised situations with a clear and focused approach to problem resolution.
• A willingness to travel to customer sites around the country with varying degrees of notice and possession of a full UK driving licence and motor vehicle is essential in this position, as is eligibility for UK security clearance (SC).

Key Responsibilities

• Working effectively in a team or as an individual.
• Taking total ownership of his or her assigned incidents and tasks.
• Ensuring incident and task deadlines are always met or exceeded.
• Managaging his or her workload with minimal input from the team leader.
• Providing in-depth problem analysis of major incidents.
• Providing meaningful risk and operational feedback in-line with his/her duties.
• Demonstrating high standards of professionalism and adherence to process at all times.
• Communicating clearly and promptly with internal and external stakeholders.
• Be an integral part of the day to day running of IT and manufacturing systems for your site.

Industry and Technical Knowledge

• Manufacturing Processes and Systems
• ITIL Processes
• Windows hardware, software and networking troubleshooting
• Advanced troubleshooting of Windows based software, hardware and network troubleshooting.

THE BENEFITS:

Become part of a successful, dynamic team delivering solutions to our customers. In return, the position offers a very competitive salary & benefits package.