On-site Support Engineer

At ATS, our On‑Site Support Engineers play a key role in our day‑to‑day UK support operations across our customer sites, ensuring incident management and other ITIL based processes are followed while helping to ensure our SLA & SMA obligations are always met and delivered to the highest standards. As a support engineer, you will be an integral part of our customers daily operations where you will act as a first point of contact for IT issues, working closely with other manufacturing teams and individuals to drive incident resolution forward.

How will you make an impact?

• Working effectively both individually and as part of the wider team
• Taking total ownership of your assigned incidents and tasks
• Ensuring incident and task deadlines are always met or exceeded
• Providing in‑depth problem analysis of major incidents
• Providing meaningful risk and operational feedback
• Demonstrating high standards of professionalism and adherence to process at all times
• Communicating clearly and promptly with internal and external stakeholders
• Play an integral role in the day to day running of IT and manufacturing systems for your site

What success in this role looks like:

• Resolving assigned incidents within SLA timeframes, ensuring seamless IT operations for our customers
• Building strong relationships with on‑site teams, resulting in high levels of customer satisfaction and positive feedback
• Identifying and implementing process improvements that enhance efficiency and reduce incident recurrence
• Proactively identifying potential risks to IT and manufacturing systems, mitigating issues before they escalated
• Acting as a trusted technical advisor to customers, demonstrating expertise in manufacturing IT environments
• Collaborating effectively with internal teams and external partners to deliver high‑quality, integrated solutions

Qualifications

• Knowledge of manufacturing processes and systems
• Knowledge of Incident Management
• Knowledge of ITIL Processes
• Experience of working amongst multi‑vendor IT environments
• Experience of original equipment manufacturer (OEM) engagement
• Knowledge of Windows hardware, software and networking troubleshooting
• Experience of advanced troubleshooting of Windows based software, hardware and network troubleshooting
• A full UK driving licence
• Willingness to travel to cover other UK sites for holidays and sickness
• British Citizenship / Eligible for Security Clearance

Benefits

• 23 days annual leave, increasing by 1 day each year to a maximum of 28 days, plus bank holidays
• Private healthcare
• Paid family support days
• Paid leave for medical appointments
• Enhanced maternity and paternity leave
• Enhanced company sick pay
• Salary sacrifice pension
• Discretionary performance related bonus
• Access to a fee‑free mortgage service
• Employee Assistance Programme (EAP)
• Life assurance
• Employee “away days”, Additional leave
• Company events
• Company pension
• Employee discount
• Employee stock purchase plan
• Enhanced maternity leave
• Enhanced paternity leave
• Free flu jabs
• Free parking
• On‑site parking
• Private medical insurance
• Referral programme
• Sick pay
• Store discount

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