Technical Support Engineer

Role Overview 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. Why work for us We’re proud to have been certified as a Great Place to Work ® in 2023 and 2024, reflecting our commitment to creating a positive, inclusive and supportive workplace. We continually invest in improving our employee experience so our people feel valued, engaged and excited to build their careers with us – and in turn, deliver great outcomes for our customers. How will you make an impact? Working effectively both individually and as part of the wider teamTaking total ownership of your assigned incidents and tasksEnsuring incident and task deadlines are always met or exceededProviding in-depth problem analysis of major incidentsProviding meaningful risk and operational feedbackDemonstrating high standards of professionalism and adherence to process at all timesCommunicating clearly and promptly with internal and external stakeholdersPlay 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 of assigned incidents within SLA timeframes, ensuring seamless IT operations for our customersBuilding strong relationships with on-site teams, resulting in high levels of customer satisfaction and positive feedbackIdentifying and implementing process improvements that enhance efficiency and reduce incident recurrenceProactively identifying potential risks to IT and manufacturing systems, mitigating issues before they escalateActing as a trusted technical advisor to customers, demonstrating expertise in manufacturing IT environmentsCollaborating effectively with internal teams and external partners to deliver high-quality, integrated solutions How will we reward you? 23 days annual leave, increasing by 1 day each year to a maximum of 28 days, plus bank holidaysPrivate healthcarePaid family support daysPaid leave for medical appointmentsEnhanced maternity and paternity leaveEnhanced company sick paySalary sacrifice pensionDiscretionary performance related bonusAccess to a fee-free mortgage serviceEmployee Assistance Programme (EAP)Life assuranceEmployee ‘away days’ What we’d like you to bring to the team: Knowledge of manufacturing processes and systemsKnowledge of Incident ManagementKnowledge of ITIL ProcessesExperience of working amongst multi vendor IT environmentsExperience of original equipment manufacturer (OEM) engagementKnowledge of Windows hardware, software and networking troubleshootingExperience of advanced troubleshooting of Windows based software, hardware and network troubleshootingA full UK driving licenceWillingness to travel to cover other UK sites for holidays and sicknessBritish Citizenship / Eligible for Security Clearance Note for Applicants Please note that due to the nature of our customer operations and the requirement to obtain Security Clearance, we are only able to accept applications from UK Citizens. Benefits: Additional leaveCompany eventsCompany pensionEmployee discountEmployee stock purchase planEnhanced maternity leaveEnhanced paternity leaveFree flu jabsFree parkingOn-site parkingPrivate medical insuranceReferral programmeSick payStore discount