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ATS is currently seeking a suitable candidate to support Industrial IT solutions delivered to a lead UK manufacturer.
You will play an integral role in our daily UK support operations, ensuring incident management and other ITIL-based processes are followed, while helping to meet our SLA & SMA obligations with the highest standards.
As a support engineer, you will become a key part of our customers' daily operations, acting as first point of contact for IT issues, and collaborating closely with manufacturing teams and individuals to resolve incidents efficiently.
The role requires demonstrating the ability to understand and resolve complex technical issues (3rd line), independently or as part of a multi-vendor team.
This position includes participation in an on-call rota and occasional out-of-hours work to support our 24×7 customer service commitments.
The Person
The ideal candidate will have:
* A minimum of 2 years’ proven experience in 2nd or 3rd Line Support or a similar IT engineering role, with experience in networks, hardware, and software. They should have a solid understanding of troubleshooting methodologies for both software and hardware.
* Excellent communication skills, capable of presenting technical information clearly and effectively at all levels.
* Enthusiasm, self-motivation, and a drive for team success. Customer service focus, strong organizational skills, and the ability to handle high-pressure situations with a focused approach to problem resolution are essential.
* Willingness to travel to customer sites nationwide with short notice, possessing a full UK driving license and motor vehicle, and eligibility for UK security clearance (SC).
Key Responsibilities
The successful candidate will be responsible for:
* Working effectively as part of a team or independently.
* Owning their incidents and tasks from start to finish.
* Meeting or exceeding incident and task deadlines.
* Managing their workload with minimal supervision.
* Providing detailed analysis of major incidents.
* Offering risk and operational feedback relevant to their duties.
* Maintaining high standards of professionalism and process adherence.
* Communicating clearly and promptly with stakeholders.
* Contributing to the daily operations of IT and manufacturing systems at the site.
Industry and Technical Knowledge
* Manufacturing Processes and Systems
* ITIL Processes
* Windows hardware, software, and networking troubleshooting
Other Skills
Advanced troubleshooting skills for Windows-based software, hardware, and networks.
The Benefits
Join a successful, dynamic team delivering solutions to clients. The role offers a competitive salary and benefits package.
The Company
ATS is a leading independent provider of solutions for Industrial & Process Automation, IT, and Quality globally. Founded in, ATS specializes in Control Technologies, SCADA/HMI, Programming Languages, Communication & Networks, Databases, and Manufacturing Execution Systems. We support our clients through various activities including training, consulting, on-site support, projects, software development, and products. With a worldwide presence, ATS supports both global and local organizations.
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