Support Engineer

ATS Global; Salterforth; On-site; GBP 25,000 - 35,000; Full time

Job summary

ATS Global is seeking a Support Engineer to ensure effective incident management and adherence to ITIL processes in support of a key UK manufacturer. This role demands strong technical troubleshooting skills, excellent communication abilities, and the capability to manage pressure in a dynamic environment. Candidates will need to contribute to 24x7 operations and will benefit from a competitive salary and comprehensive benefits package.

Benefits

Additional leave

Company events

Company pension

Flexitime

Life insurance

On-site parking

Private medical insurance

Profit sharing

Sick pay

Wellness programme

Qualifications

• Minimum 2 years experience in 2nd or 3rd Line Support.
• Understanding of software and hardware troubleshooting.

Responsibilities

• Act as first point of contact for IT issues.
• Ensure incident deadlines are met.
• Provide in-depth problem analysis of major incidents.

Skills

ITIL processes

Communication

Technical troubleshooting

Customer service

Job description

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.

You will also get:

• Additional leave
• Company events
• Company pension
• Flexitime
• Life insurance
• On-site parking
• Private medical insurance
• Profit sharing
• Sick pay
• Wellness programme

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering, Customer Service, and Information Technology

• Industries

  Computers and Electronics Manufacturing, Appliances, Electrical, and Electronics Manufacturing, and Electrical Equipment Manufacturing

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