IT Support Engineer

K.A.G. Recruitment are delighted to be working on an opportunity for an IT Support Engineer to join our client, a leading Food Manufacturer based at their site in Telford.

Job Title: IT Support Engineer

Location: Telford
Salary: 37,500 - 42,500 DOE, 31 days holiday, 5% pension, Life Assurance, Various lifestyle benefits.
Job Type: Permanent

The purpose of role:

As the IT Support Engineer, you will be based in Telford and will be the dedicated IT Support for the Midlands, whilst also providing 1st and 2nd line support remotely for our clients UK sites.

Key responsibilities:

• Respond to User Requests and assist / teach Users where appropriate.
• Perform detailed troubleshooting and fault diagnostics.
• Attend to incidents and requests in Production Environments i.e., Factory, Cold Stores, Despatch areas
• Document solutions to user problems and contribute to the development of the service desk knowledge base.
• Act as the primary Point of Contact for IT On Site
• Maintain awareness of all Site Projects, Initiatives, Maintenance, Major Incidents and Support requirements from an IT perspective
• Actively seek to collaborate and integrate with the site operations, being the Technology representative for your sites.
• Receive and action escalated calls from Service Desk Technicians, Analysts & other members of the Technology Team.
• Collaborate with Technology Team Leads, i.e., Projects, Major Incidents, Changes
• Assist in the development of others via coaching and mentoring.
• Occasional travel to other sites as required.
• Participate in out-of-hours on-call support.

Who we’re looking for:

You will have:

• The ability to demonstrate excellent customer services skills
• Exceptional organisational skills
• Outstanding time management skills to manage a busy support queue and help maintain efficient operations of the business - With over 2,000 users across 15+ UK sites, the business generates on average 1,100 tickets monthly.
• Previous experience in a similar IT Support role
• You will have worked in an ITIL based environment as the team utilises the ITIL v4 framework
• Experience of Networking and General IT Fault Diagnosis
• Experience of Office 365, Windows 10/11, Windows Server & Virtual Environments
• Hold a UK Driving License

This is a fantastic opportunity for an individual who has experience in IT support and is looking for an opportunity to develop their career further!