Overview
Job Title: IT Site Services Specialist
Department: IT Operations
Location: Bodmin/Redruth
Reporting To: IT Site Services Team Lead
About The Role
We are seeking a passionate and proactive IT Site Services Specialist to join our dynamic IT Operations team. Based across our Bodmin/Redruth and Windmill Lane sites, you will play a key role in delivering high-quality technical support and service excellence to our colleagues and customers.
As part of the IT Site Services team, you’ll work across a broad range of technologies and collaborate with multiple areas of the business. Your focus will be on providing hands-on, on-site technical support, ensuring our end-user environment is maintained to the highest standards of availability and usability.
Key Responsibilities
* Provide on-site 2nd line technical support and administration of Pilgrims’ four legacy business sectors.
* Act as an ambassador for the IT department, delivering a professional and efficient service at all times.
* Deliver user education and guidance on technology to colleagues.
* Serve as a point of contact for technical issues, ensuring timely incident resolution.
* Participate in and contribute to IT projects and service improvement initiatives.
* Identify, own, and implement proactive maintenance plans, including essential upgrades and software patches.
* Monitor and review service performance at a component level, producing reports with recommendations for risk mitigation.
* Liaise with third-party vendors regarding technical build, support, and maintenance.
* Ensure service levels are met in line with published/agreed SLAs.
* Provide specialist technical support and proactive maintenance of the end-user environment.
* Own and manage priority incidents, problem records, and IT projects.
* Offer on-site technical guidance and support to colleagues.
* Follow approved IT processes including incident management and request fulfilment.
* Maintain a high level of customer service and satisfaction.
Essential Experience & Skills
* Minimum 3 years’ experience delivering, maintaining, and supporting on-site/field-based IT services in a complex factory production environment.
* Hands-on support, delivery, and build experience in several of the following technology areas, with expert knowledge in:
o Supporting onsite engineering and production teams.
o Building strong relationships with Site General Managers and their leadership teams.
o Supporting factory and production environments.
o Supporting mobile devices.
o Supporting printing solutions and hardware.
o Supporting audio-visual equipment.
o Network cabling.
o VOIP telephony configuration and support.
o Broadband ordering processes for farm sites.
* Minimum 3 years’ experience in a technical environment delivering 2nd line support and management capability.
* Proficient in using system management and monitoring tools.
* Fully conversant with ITIL principles, with thorough working knowledge of Incident, Change, and Problem Management.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Food and Beverage Manufacturing
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