Technical Support Engineer

ZipRecruiter; York; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Support Engineer to enhance their IT operations for a leading UK manufacturer. This role involves ensuring top-notch incident management and ITIL processes are adhered to while working closely with manufacturing teams. The ideal candidate will possess strong troubleshooting skills, a customer-focused attitude, and the ability to work under pressure. With a competitive salary and a range of benefits including flexitime, childcare support, and wellness programs, this position offers a dynamic environment where your contributions will make a significant impact.

Benefits

Additional leave

Casual dress code

Childcare support

Company events

Company pension

Employee discounts

Flexitime

Life insurance

On-site parking

Private medical insurance

Qualifications

• Proven experience in 2nd or 3rd Line Support roles.
• Excellent troubleshooting skills for software and hardware.

Responsibilities

• Managing incidents and tasks with minimal supervision.
• Providing in-depth analysis of major incidents.

Skills

Troubleshooting

Incident Management

ITIL Processes

Communication

Customer Focus

Education

2+ years in IT Support

Tools

Windows

Networking

Job description

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, acting as the first point of contact for IT issues. You will work closely with manufacturing teams and individuals to drive incident resolution forward.

The role requires demonstrating the ability to approach, understand, and resolve complex technical issues (3rd line) independently or as part of a multi-vendor team. Additionally, the role involves participation in an on-call rota and occasional out-of-hours work to meet our customer's 24x7 requirements.

The right candidate has:

• A minimum of 2 years' proven experience in a 2nd or 3rd Line Support or equivalent IT engineering role, with experience in networks, hardware, and software. They should demonstrate excellent troubleshooting skills for both software and hardware.
• An excellent communicator capable of presenting technical details clearly and effectively at all levels internally and externally.
• Enthusiasm, self-motivation, and a drive to succeed. Candidates must be customer-focused, well-organized, and able to handle high-pressure situations with a clear approach to problem resolution.
• A willingness to travel to customer sites around the country with short notice, possession of a full UK driving licence, and a motor vehicle. Eligibility for UK security clearance (SC) is also required.

Key Responsibilities

• Working effectively as part of a team or independently.
• Owning assigned incidents and tasks fully.
• Meeting or exceeding incident and task deadlines.
• Managing workload with minimal supervision.
• Providing in-depth analysis of major incidents.
• Offering risk and operational feedback.
• Maintaining high professionalism and process adherence.
• Communicating clearly with stakeholders.
• Supporting the day-to-day IT and manufacturing system operations at your site.

Industry and Technical Knowledge

• Manufacturing Processes and Systems
• Incident Management
• ITIL Processes
• Working within multi-vendor IT environments
• OEM engagement
• Windows hardware, software, and networking troubleshooting
• Advanced troubleshooting of Windows-based systems

The Benefits

Join a successful, dynamic team delivering solutions to our customers. The role offers a competitive salary and benefits package.

You will also receive:

• Additional leave
• Casual dress code
• Childcare support
• Company events
• Company pension
• Employee discounts
• Flexitime
• Life insurance
• On-site parking
• Private medical insurance
• Profit sharing
• Sick pay
• Store discounts
• Wellness programs