Service Desk Site Support Engineer
2 weeks ago
Avara Foods is one of the UK’s leading food businesses, supplying chicken and turkey to the country’s major supermarkets and well-known restaurants. We own and manage our entire supply chain, from farms to factory and all the way to the customer door, supporting a range of functions across England and Wales. About The Role The Service Desk Site Support Engineer, based in Telford, will be a key member of the dedicated Technology team supporting the Telford, Wednesbury, and Dudley sites. In addition to on‑site responsibilities, the role includes providing first and second‑line remote support to all other Avara sites. You will work collaboratively with service desk professionals throughout the country, managing a busy support queue for over 2,000 users and helping maintain efficient operations of the business. Responsibilities Answer telephone calls in a professional, confident, and timely manner. Log, categorise, prioritise, and track incoming IT tickets. Complete online ticket requests with a high level of diligence. Respond to user requests and assist/teach users where appropriate. Perform detailed troubleshooting and fault diagnostics. Attend to incidents and requests in production environments (e.g., factory, cold stores, dispatch areas). Document solutions to user problems and contribute to the development of the service desk knowledge base. Develop technical and personal skills via online training and self‑study. Actively participate in continual improvement initiatives. 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. Active member of the change management process. Seek to collaborate and integrate with site operations, representing technology for the sites. Receive and action escalated calls from service desk technicians, analysts, and other technology team members. Collaborate with technology team leads on projects, major incidents, and changes. Assist in developing others via coaching and mentoring. Travel to Wednesbury and Dudley, or other sites as needed. Participate in out‑of‑hours on‑call support when ready (paid). Essential Skills & Experience At least 5 years’ experience working in an IT support role. At least 3 years’ experience working in a 2nd line IT support role. Experience working in an ITIL‑based environment. Experience with networking and general IT fault diagnosis. Experience with Office 365, Windows 10/11, Windows Server, and virtual environments. UK driving licence. Desirable Skills & Experience Microsoft qualified (Server 2016 onwards, SQL Server, M365, Azure) or equivalent experience. Competent with HPE Aruba networking. Competent with Meraki WiFi. Competent with Dell and HPE server hardware. Experience in a 3rd line IT support role is a plus. Experience supporting IT operations across multiple geographically dispersed locations. Benefits Salary up to £42,000 per annum. 6% pension. 31 days holiday. Life assurance. Private medical health cover. Subsidised canteen at Telford. Free parking. Various lifestyle benefits, including wellbeing resources. After you’ve applied, you’ll be contacted to discuss your application and CV further, and you’ll have the opportunity to ask any questions about the role. We are committed to being an equal opportunities employer. Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Information Technology Industries: Food Production #J-18808-Ljbffr
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Service Desk Site Support Engineer
2 days ago
Telford, United Kingdom Avara Foods Ltd Full timeAbout the Role: Who are we, and what do we do? You may not have heard of us, but there’s a good chance you’ve enjoyed our products. Avara Foods is one of the UK’s leading food businesses, supplying chicken and turkey to the country’s major supermarkets and well-known restaurants. We own and manage our entire supply chain, from farms to factory and...
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Service Desk Site Support Engineer
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Telford, Telford and Wrekin, United Kingdom Avara Foods Full timeWho are we, and what do we do?You may not have heard of us, but there's a good chance you've enjoyed our products. Avara Foods is one of the UK's leading food businesses, supplying chicken and turkey to the country's major supermarkets and well-known restaurants.We own and manage our entire supply chain, from farms to factory and all the way to the customer...
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Service Desk Site Support Engineer
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Telford, Telford and Wrekin, United Kingdom Avara Foods Full timeAbout The Role:Who are we, and what do we do?You may not have heard of us, but there's a good chance you've enjoyed our products. Avara Foods is one of the UK's leading food businesses, supplying chicken and turkey to the country's major supermarkets and well-known restaurants.We own and manage our entire supply chain, from farms to factory and all the way...
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