Overview
apetito business operates 24/7 providing a vital service to our customers.
IT is central to the success of the business and the IT team supports the infrastructure and services vital to its operation.
We are embarking on a period of exciting change, and this role will be a key appointment in its delivery.
We are looking for an experienced and skilled Senior IT Support Engineer to be part of our team as we undertake a significant transformation to modernize our IT services across the apetito group. Our team is committed to delivering world‑class services to the business and supporting its continued growth. This role will play a pivotal part of our service delivery offering, being a critical and key role in supporting our end users and therefore being the face and representative of the IT service desk experience.
Based at our Head Office in Trowbridge, Wiltshire, this position requires full‑time, on‑site attendance, five days a week.
Occasional travel may be necessary to other locations, such as our distribution offices in Portbury or additional sites, depending on business needs.
The role also includes participation in an on‑call rota to provide out‑of‑hours support. An on‑call payment will be provided for each active on‑call week.
Responsibilities
- Support Windows server environments to perform 2nd line tasks for issues and maintenance.
- Support and troubleshoot end user devices and technologies.
- Support user issues on network & telephony infrastructure.
- Support cloud services such as M365 & Azure.
- Log and investigate incoming IT support requests through various methods including telephone, tickets, email and in person.
- Participate in recurring tasks such as patch management, backup checks & other regular tasks as required.
- Analyse reported issues to accurately identify the problem that needs to be investigated and troubleshoot these problems to conclusion.
- Process and fulfil IT service requests such as account provisioning, password resets, software installs and hardware setup.
- Perform regular proactive checks of offices, meeting rooms and other areas to ensure functionality of IT equipment across the business.
- Ensure timely delivery of incidents and requests, in accordance with service level agreements (SLA) and key performance indicators (KPI).
- Identify and flag recurring or similar issues for higher‑tier support to investigate root causes.
- Assist the wider team and end users with IT asset management.
- Help maintain a knowledge base for internal knowledge sharing.
- Help build and maintain end user guides for self‑help portals.
- Participate in on‑call rota to provide out‑of‑hours support.
- Assist in mentoring and training of junior members of the team.
- Any other task as directed by management.
Skills and Competencies
- Ideally, a minimum of 3 years of experience working on an IT Service Desk at a 2nd Line level.
- A strong technical understanding of IT technologies such as Active Directory, M365, Azure AD and Microsoft operating systems.
- A good understanding of network principles such as IP and subnets.
- Excellent communication and interpersonal skills.
- Excellent customer service skills.
- Able to communicate effectively with people of technical and non‑technical backgrounds.
- Ability to work under pressure and meet demanding expectations.
- Strong attention to detail and accuracy of data.
- Knowledge of the ITIL framework.
- Experience with ticketing systems and managing ticket demands effectively.
- Experience with patching tools and automation.
- Experience with remote support tools.
Qualifications and Certifications
- IT Certifications such as CompTIA A+ or N+ is desirable.
- Azure Fundamentals or higher is desirable.
- ITIL4 Foundation is desirable.
Personal Qualities
- A self‑motivated individual, looking to provide excellent service delivery.
- Able to work independently and as part of a team.
- Enjoys interacting with other people and can build good rapport.
- A thirst for knowledge and desire to develop their skills.
- Organised and reliable, with good time keeping.
Benefits
- Competitive salary – accredited Living Wage employer.
- 25 days holiday per year, plus bank holidays.
- Option to purchase up to 5 additional days holiday per year.
- Discretionary annual bonus scheme.
- Pension scheme – employer matched contributions up to 4%.
- Life assurance scheme worth at least 1× annual salary.
- Subsidised canteen.
- Free parking.
- Free turkey or voucher at Christmas.
- Apetito perks scheme including salary sacrifice options and retail discounts.
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