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IT Support Specialist
2 months ago
We are seeking a highly skilled and experienced 2nd Line Engineer to join our IT team at The Compleat Food Group. As a key member of our team, you will be responsible for providing technical support to our sites across the UK.
Key Responsibilities- Provide 2nd line IT support to all sites within the Compleat Food Group, including physical and remote support.
- Work with the Service Desk to receive escalated incidents and prioritize workload to ensure all incidents are resolved within SLA.
- Support the wider IT team in Problem Management by performing root cause analysis tasks as directed by the IT Manager.
- Collaborate with the Systems Administration team to resolve core infrastructure issues resulting in on-site system inefficiencies or service interruptions.
- Contribute to the delivery of projects on budget, on time, and to the right quality.
- Communicate updates and pertinent information to the Customer group as required.
- Participate in the Out of Hours team, taking turns on a rota-based process to act as an escalation point for out-of-hours calls.
- Travel between sites with occasional overnight stays to fulfill duties.
- Proven experience supporting desktops, laptops, and printers, enabling the provision of a customer-focused IT support service.
- Detailed working knowledge of Microsoft Office365, Microsoft Client/Server networking, VPNs, WANs, and end-user software support.
- Broad experience acting as a Point of Contact for all service-related questions.
- Demonstrate opening questioning, fault-finding, critical thinking, and problem-solving skills.
- Able to prioritize and manage multiple workstreams, including incident resolution and project work.
- Excellent verbal and written communication skills.
- Experience engaging with multiple stakeholders and prioritizing activity accordingly.
- Demonstrable experience of ownership of key customer issues/problems and the ability to follow up the status of escalations.
- Communicate progress in a timely manner.
- A Level qualifications or equivalent are essential.
- Microsoft certification or equivalent is desirable.
- Full UK driving license is essential.
- 2 Employee Volunteering Days per year.
- Online and high-street retailer discount scheme.
- Employee well-being and community support groups.
- Informal and formal training opportunities with a personalized online LMS platform.
- Charity initiatives and team events.
- 24/7 access to Grocery Aid (free financial, emotional, and practical support).
- Physical wellbeing benefits – free on-demand exercise hub and various gym discounts.
- Online wellbeing benefits.
- Free financial wellbeing – mortgage calculators, budget tools, financial aid tools.
- Holiday discounts via online retail discount.
The Compleat Food Group is proud to have built an inclusive and respectful culture where our colleagues feel safe, supported, and valued. A place where they can bring their whole selves to work to achieve exceptional results and thrive.
We continue to attract diverse talent into our teams, because we know greater diversity leads to exceptional results and provides a better working life. That's why we're committed to ensuring Fairness, Equity, Inclusivity, and Respect in all that we do.
