Technical Support Engineer

ATS Global; East Midlands; On-site; GBP 34,000 - 48,000; Full time

Benefits offered by this job

23 days annual leave

Bank holidays

Family support days

Leave for medical appointments

Maternity and paternity leave

Sick pay

Salary sacrifice pension

Performance related bonus

Mortgage service

EAP

Life assurance

Away days

Job summary

ATS Global is seeking an On-Site Support Engineer to manage incidents across customer sites in the UK, acting as the first point of contact for IT issues and driving incident resolution within ITIL-based processes. You will collaborate with manufacturing teams and stakeholders to maintain high SLA compliance and operational excellence.

You will own incidents, perform deep-dive analyses, and contribute to process improvements while supporting day-to-day IT and manufacturing system operations

Qualifications

• Knowledge of manufacturing processes and systems.
• Knowledge of Incident Management.
• Knowledge of ITIL Processes.
• Experience of working amongst multi vendor IT environments.
• Experience of original equipment manufacturer (OEM) engagement.
• Knowledge of Windows hardware, software and networking troubleshooting.
• Experience of advanced troubleshooting of Windows based software, hardware and network troubleshooting.
• A full UK driving licence.
• Willingness to travel to cover other UK sites for holidays and sickness.
• British Citizenship / Eligible for Security Clearance.

Responsibilities

• Working effectively both individually and as part of the wider team
• Taking total ownership of your assigned incidents and tasks
• Ensuring incident and task deadlines are always met or exceeded
• Providing in-depth problem analysis of major incidents
• Providing meaningful risk and operational feedback
• Demonstrating high standards of professionalism and adherence to process at all times
• Communicating clearly and promptly with internal and external stakeholders
• Play an integral role in the day to day running of IT and manufacturing systems for your site

Skills

Incident Management

ITIL Processes

Multi-vendor IT environments

OEM engagement

Windows troubleshooting

Willingness to travel

Security clearance eligibility

Tools

Windows hardware

Windows software

Networking troubleshooting

OEM engagement tools

Job description

At ATS, our On-Site Support Engineers play a key role in our day to day UK support operations across our customer sites, 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 be an integral part of our customers daily operations where you will act as a first point of contact for IT issues, working closely with other manufacturing teams and individuals to drive incident resolution forward.

Why work for us

We’re proud to have been certified as a Great Place to Work ® in 2023 and 2024, reflecting our commitment to creating a positive, inclusive and supportive workplace. We continually invest in improving our employee experience so our people feel valued, engaged and excited to build their careers with us – and in turn, deliver great outcomes for our customers.

How will you make an impact?

• Working effectively both individually and as part of the wider team
• Taking total ownership of your assigned incidents and tasks
• Ensuring incident and task deadlines are always met or exceeded
• Providing in-depth problem analysis of major incidents
• Providing meaningful risk and operational feedback
• Demonstrating high standards of professionalism and adherence to process at all times
• Communicating clearly and promptly with internal and external stakeholders
• Play an integral role in the day to day running of IT and manufacturing systems for your site

What success in this role looks like:

• Resolving of assigned incidents within SLA timeframes, ensuring seamless IT operations for our customers
• Building strong relationships with on-site teams, resulting in high levels of customer satisfaction and positive feedback
• Identifying and implementing process improvements that enhance efficiency and reduce incident recurrence
• Proactively identifying potential risks to IT and manufacturing systems, mitigating issues before they escalated
• Acting as a trusted technical advisor to customers, demonstrating expertise in manufacturing IT environments
• Collaborating effectively with internal teams and external partners to deliver high-quality, integrated solutions

How will we 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
• Paid leave for medical appointments
• Enhanced maternity and paternity leave
• Enhanced company sick pay
• Salary sacrifice pension
• Discretionary performance related bonus
• Access to a fee-free mortgage service
• Employee Assistance Programme (EAP)
• Life assurance
• Employee ‘away days’

What we’d like you to bring to the team:

• Knowledge of manufacturing processes and systems
• Knowledge of Incident Management
• Knowledge of ITIL Processes
• Experience of working amongst multi vendor IT environments
• Experience of original equipment manufacturer (OEM) engagement
• Knowledge of Windows hardware, software and networking troubleshooting
• Experience of advanced troubleshooting of Windows based software, hardware and network troubleshooting
• A full UK driving licence
• Willingness to travel to cover other UK sites for holidays and sickness
• British Citizenship / Eligible for Security Clearance

Note for Applicants

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 UK Citizens.