Support Engineer

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

Job summary

A leading company in Industrial IT solutions is seeking a dynamic support engineer to ensure incident management while delivering high-quality resolutions. The ideal candidate will have solid experience in IT support, possession of a driving license, and a customer-centric approach. This role requires close collaboration with various teams in a fast-paced environment.

Benefits

Competitive salary & benefits package

Qualifications

• Minimum of 2 years proven experience in 2nd or 3rd Line Support.
• Able to demonstrate understanding of hardware and software troubleshooting.
• Willingness to travel to customer sites.

Responsibilities

• Manage assigned incidents and ensure deadlines are met.
• Provide in-depth problem analysis of major incidents.
• Be part of day-to-day IT and manufacturing systems operations.

Skills

Communication

Problem Solving

Self-motivation

Customer Service Focus

Education

2 years experience in 2nd or 3rd Line Support

UK driving licence

UK security clearance eligibility

Tools

ITIL Processes

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.