Technical Support Engineer

ATS Global; East Midlands; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

23 days annual leave

Discretionary performance relatedbonus

Salary sacrifice pension

Paid family support days

Paid leave for medical appointments

Enhanced maternity and paternity leave

Enhanced company sick pay

Access to a fee-free mortgage service

Employee Assistance Programme (EAP)

Life assurance

Employee 'away days'

Job summary

ATS Global is seeking an On-Site Support Engineer to manage IT incidents at customer sites across the UK, ensuring timely resolution and adherence to ITIL processes. You will work closely with manufacturing teams, acting as the primary contact for IT issues and driving incident resolution on site.

Applicants should have strong knowledge of Windows hardware, software and networking, multi-vendor environments, and be willing to travel across the UK.

Qualifications

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

Responsibilities

• Take ownership of assigned incidents and tasks and ensure deadlines are met.
• Act as first point of contact for IT issues at customer sites.
• Provide in-depth problem analysis of major incidents and advise on risk.
• Communicate clearly with internal and external stakeholders.
• Support day-to-day IT and manufacturing systems at on-site locations.

Skills

Manufacturing IT

Incident management

ITIL processes

Multi-vendor environments

OEM engagement

Windows troubleshooting

Networking troubleshooting

Driving licence (UK)

Willing to travel

Security clearance eligible

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 escape
• 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.