2nd Line Engineer

2nd Line EngineerIT 2nd Line EngineerBristol £35,000£37k | Permanent | Bristol (Fully onsite) The Compleat Food GroupJoin TCFG and help keep our fast-moving food business running smoothly.Were on a mission to create great tasting food thats better for people and the planetand our IT team plays a crucial role in keeping our operations connected, efficient, and resilient. Were now looking for an experienced IT 2nd Line Engineer to support our Bristol site and wider Group locations.If you thrive in fast-paced environments, love solving technical challenges, and want to be part of a collaborative, purpose-led organisation, wed love to hear from you.About the RoleThis role provides 2nd line technical support across TCFG, with priority given to your home site in Bristol . Youll handle escalated incidents, deliver exceptional customer service, support infrastructure troubleshooting, and help drive continuous improvement across our IT operations.Youll work onsite, supporting a diverse set of users within a 24/7, time-critical manufacturing environment.What Youll Be Doing Manage and resolve escalated incidents from the Service Desk within SLA Work collaboratively with the 2nd Line Engineering team to meet Group-wide SLAs Support Problem Management by performing root cause analysis Partner with the Systems Administration team to resolve infrastructure issues Provide support for IT projects, ensuring delivery on time, on budget and to quality standards Act as an escalation point as part of the Out of Hours rota Communicate clearly and consistently with customers across the business Maintain accurate updates, documentation, and progress reports Travel to other sites when required (including occasional overnight stays) Proactively contribute ideas to enhance service delivery and user experienceWhat Youll BringTechnical Skills & Experience Experience working in a fast-paced manufacturing environment (essential) Strong hands-on support experience across desktops, laptops, printers Detailed knowledge of Microsoft 365 , Microsoft networking, VPNs, WANs, and end-user support Experience acting as a point of contact for service-related queries Strong questioning, fault-finding, and troubleshooting skills Experience working within a geographically dispersed IT function Ability to manage multiple priorities across incidents and project work Confident communication (written and verbal) with a range of stakeholders Proven ownership of customer issues and escalations Personal Qualities Drives for Resultstenacious, proactive, accountable Passion for Learningquick to learn, adaptable, curious Customer Orientationcommitted to delivering great service High-Impact Communicationclear, concise, credible Qualifications A-Level qualifications or equivalent (essential) Microsoft certifications (desirable) Full UK driving licence (essential) What Success Looks Like Meeting incident resolution SLAs Strong customer satisfaction scores Achieving personal objectives set with the IT Service Desk ManagerAbout The Compleat Food GroupAt The Compleat Food Group, were proud to be a food business built on purpose and passion. Formed in 2021, were on a mission to create Food to Feel Good - great quality, tasty and affordable food that people love to eat.Were home to some of the UKs most exciting and loved food brands, includingWalls Pastry, Pork Farms, Wrights, The Real Yorkshire Pudding Co., unearthed, Vadasz, Squeaky Bean, Palace Culture, andHarvey & Brockless. Alongside our branded portfolio, were a leading supplier of delicious own-label pastry, sweet bakery, party food, olives and antipasti, added-value egg products, continental meats, dips and sauces and plant-based food to the UKs major retailers, as well as across foodservice.With over 6,000 talented colleagues across 17 sites, and an annual turnover of £1.3bn, were united by a shared ambition to shape the future of food for the better. We are backed by European private equity firm PAI Partners.REF-225 642 TPBN1_UKTJ