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Principal Support Engineer

1 month ago

Trowbridge Wiltshire, United Kingdom apetito Full time
Overview:

Principal Support Engineer

The Role and Team

The apetito business provides vital services to our customers, and IT plays a critical role in its success. The IT team supports the infrastructure and services that are essential for the business’s operation. This is an excellent opportunity for someone who already has strong technical experience in Microsoft 365, Networking & Server technologies but is looking to step-up into a leadership role within a busy support desk.

The person who takes on this role will report to the Service Assurance Manager, ensuring that solutions are well-maintained and supportable. We operate within an ITIL framework, supporting and managing changes in our Enterprise IT infrastructure and IT assets accordingly. We are looking to hire a Principal Support Engineer who will enhance our team.

Our aim is to provide world-class IT infrastructure operations that support the business, and you and the team will enable this.

This role is based at our Trowbridge office, 5 days a week
The nature of this role and service requires you to be on-site. Regular home working is not available for this role; however, occasional admin days may be permitted
Core working hours are Monday-Friday 8:00am – 4:30pm
The office is open 8:00am – 6:00pm and flexibility within these hours can be discussed with your manager.
Available for out-of-hours support for any critical production issues.
Escalation on-call

Who We Are

apetito is the UK’s leading supplier of food to the health and social care sectors. Servicing over 400 hospitals, 450 care homes and thousands more through our work with Local Authorities, we produce delicious, nutritious and sustainable meals for people at home or in care. Through our food we look to ‘make a real difference’ to all our customers, up and down the country.

Our Values

Established in 1958, as a family-owned business, as a family-owned business, our values sit at the very heart of what we do. We are proud to be a business that makes a real difference, committed to producing great food to be proud of. We have developed a range of products designed to enhance health and wellbeing for all our customers. We are proud supporters of British food and farming and focus on using the best ethical and sustainable produce.

We are driven by a passion for service, dedicated to feeding some of the UK’s most vulnerable people, offering healthy and delicious meals to customers across the UK.

Ethical & Sustainable

As a business which operates within food manufacturing, we believe we have an obligation to make a positive contribution on society. With over 300 products in our range, we ensure our produce is ethically and sustainably sourced, working only with suppliers who share our commitment to making a positive impact.

We’re a proud member of the Ethical Trade Initiative (ETI), a leading alliance of companies, trade unions and NGOs, that promote respect for workers’ rights globally. All our new suppliers now operate under the ETI’s guidelines.

We are also a member of The UK’s Plastics Pact, an initiative looking to transform the plastic packaging industry in the UK. As part of the initiative, we have committed, along with other ambitious targets, to eliminate unnecessary single-use plastic completely by 2025.

Responsibilities:
Lead the 2nd line Service Desk on day-to-day activities, ensuring all support functions are running smoothly and effectively.
Be well known across all areas of the business, through face-to-face support, providing visibility and transparency of the IT Support function. Building rapport with heads of departments.
Performs thorough and concise resolution of complex escalated issues, such as: end user application or hardware, network connectivity/firewall or domain administration tickets, adhering to SLAs (Service level Agreement) through effective use of experience, knowledge, and technical resources through a ticketing system.
Follow-up all processes for use of IT systems, documenting process and procedure of all actions and activities on IT equipment.
Maintain ownership of technical procedural documentation utilised at all levels of the 2nd line Service Desk.
Autonomous, self-motivated, and able to act with limited support and supervision (On-Call services)
Conforms to international key IT processes such as support, change and asset management (ITIL) and can lead by example with 1st & 2nd line in adherence to change processes.
Assist 2nd line support engineers in troubleshooting and break-fixing.
Lead the response to any outages affecting business operations. Ensuring communication to the business is sent, co-ordinating with 3rd party vendors/suppliers and overseeing speedy resolution to the issues.
Coordinate with vendors/contractors for provision of end-user support (eg, Hardware repair, replacement, intervention )
Raise firewall change requests with our support partner, ensuring a business case and change approval has been provided.
Implement best practices to resolve issues, follow guidelines provided (Knowledge Base), document and improve existing guidelines, and propose new ones.
Provide training and mentoring to 2nd line support engineers to empower their growth and development, as well as improving the overall team capabilities.
About you:

Required Skills:

At least 3 years of experience in a senior technical support role
Windows Server
Active Directory
Microsoft 365
Azure Cloud
Advanced knowledge in Computer Hardware
Advanced knowledge in Common Software applications
Advanced knowledge in Microsoft Operating system
Advanced understanding of IP & Subnetting
Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices
Proficient knowledge in Ticketing software
PC\Laptop hardware

Desired Skills:

VMware virtualisation knowledge.
Next Generation Firewall knowledge.
Cisco / Meraki knowledge.
Beneficial IT qualifications may include:
A+ or N+ Certification
CCNA or another vendor equivalent
CompTIA A+ Certification
Microsoft Certified IT Professional (MCITP) certification in desktop area
Microsoft Office Specialist (MOS) certification
Azure Fundamentals
ITIL Foundation