Support Engineer

ATS Global; East Midlands; On-site; GBP 28,000 - 37,000; Full time

Benefits offered by this job

23 days annual leave

Paid family support days

Home office provision

Discretionary performance-related bonus

Access to mental health support

Life assurance

Job summary

A global recruitment partner is seeking a Site Support Engineer to play a key role in day-to-day UK operations. Responsibilities include incident management, troubleshooting technical issues, and working on shop-floor IT projects. Required qualifications include over three years of experience in 2nd or 3rd Line Support and a valid UK driver’s license. The role offers 23 days of annual leave which increases, along with various wellbeing benefits, and is targeted at entry-level candidates. This position requires UK nationals due to security clearance protocols.

Qualifications

• 3+ years of experience in 2nd or 3rd Line Support or equivalent IT role.
• Demonstrated understanding of software and hardware troubleshooting.
• Experience with ITIL processes and Windows troubleshooting.

Responsibilities

• Take ownership of assigned incidents and tasks.
• Ensure incident deadlines are met or exceeded.
• Communicate clearly with stakeholders.

Skills

3+ years of experience in 2nd or 3rd Line Support

Excellent understanding of software and hardware troubleshooting

ITIL Processes

Windows troubleshooting

Valid UK driver's license

Job description

Global Recruitment Partner @ ATS Global | Recruitment Strategy, HR Marketing

Why Work for Us

We are proud to be a certified “Great Place to Work®”. Employees at ATS UK feel empowered to have their voices heard, their opinions are valued, and they see that our actions match our words. At ATS UK, everyone can bring their whole selves to work, and everyone has an equal opportunity to reach their full potential.

Role Summary

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 site support engineer, the candidate will become an integral part of our customers 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‑team.

Occasionally, you will also be asked to support new and on‑going projects to help delivery & support of shop‑floor IT projects including client, server & network.

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 customers 24×7 requirements.

Skills

• A minimum of three 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, be able to demonstrate an excellent understanding of both software and hardware troubleshooting methodology Manufacturing Processes and Systems
• ITIL Processes
• Windows hardware, software and networking troubleshooting
• Advanced troubleshooting of Windows based software, hardware and network troubleshooting
• Valid UK driver's license and own car for work purposes

Key Responsibilities

• Working effectively in a team or as an individual
• Taking total ownership of your assigned incidents and tasks
• Ensuring incident and task deadlines are always met or exceeded
• Managing your 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 your 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
• Daily walk arounds to help identify risks to IT equipment or facilities
• Spot and address issues effecting CMEs before they are reported/cause impact
• Own any incidents raised with ATS at those sites
• Update key stakeholders as required
• Engage with other suppliers as necessary

How We’ll Reward You

• 23 days annual leave, increasing by 1 day each year to a maximum of 28 days, plus bank holidays
• Paid family support days
• Home office provision
• Discretionary performance‑related bonus
• Access to a fee‑free mortgage service and other financial advice through our wellbeing partner
• Access to mental health first aiders (MHFA trained)
• Employee Assistance Programme (EAP)
• Monthly wellbeing events including yoga, meditations, mental health awareness sessions, fitness challenges, and more!
• Life assurance
• Employee ‘away days’

Note about Security Clearance

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 British Nationals.

Seniority level

Entry level

Employment type

Full‑time

Job function

Engineering, Customer Service, and Information Technology

Industries

Information Services, Industrial Machinery Manufacturing, and Computers and Electronics Manufacturing