Overview
apetito business operates 24/7 providing a vital service to our customers.
IT is central to the success of the business and theITteam supports the infrastructure and services vital to its operation.
We are embarking on a period of excitingchange,and this role will be a key appointment in its delivery.We are looking for an experienced and skilledSeniorIT SupportEngineerto be part of our team as we undertake a significant transformation to modernize our IT services across theapetito group. Our team is committed to delivering world-class services to the business and supporting itscontinuedgrowth.This role willplay a pivotal part of our service delivery offering, beingacritical andkeyrolein supportingour end usersand therefore being the face andrepresentativeof the IT servicedesk 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.
Competitive Salary + Bonus + Benefits
Who we are
apetito is the UK’s leading food supplier to the health and social care sectors serving more than 1,300 care homes, health care and education settings.
Our meals are expertly crafted by our dieticians and chefs, and then frozen to lock in the goodness.
Wiltshire Farm Foods, our sister company, is the UK’s largest ready meal supplier cooking and delivering over 330 different delicious frozen ready meals across the UK.
Responsibilities
* Support Windows server environments to perform 2ndline 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 inrecurring tasks such as patch management,backup checks& other regular tasks asrequired.
* Analysereported issues to accuratelyidentifytheproblemthat needs to be investigatedand troubleshoot these problemsto conclusion.
* Process and fulfil IT service requests such as account provisioning,password resets,software installsand hardware setup.
* Perform regularproactivechecks of offices, meetingroomsand other areas to ensurefunctionality of IT equipment across the business.
* Ensuretimelydelivery ofincidents and requests,in accordance withservice level agreements (SLA) and key performance indicators (KPI).
* Identifyand flag recurring or similar issuesfor higher-tier support to investigate root causes.
* Assistthe wider team and end users withIT asset management.
* Helpmaintaina knowledge base for internal knowledge sharing.
* Help build andmaintainend user guides for self-help portals.
* Participate inon-call rota to provide out-of-hours support.
* Assistin mentoring and training of junior members of the team.
* Any other task as directed by management.
About you
Skillsand Competencies
* Ideally,a minimum of3years of experience working on an IT Service Deskat a 2ndLine level.
* Astrongtechnical understanding of IT technologies such as Active Directory,M365, Azure ADand Microsoft operating systems.
* Agoodunderstanding of network principles such as IPand 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 systemsand managing ticket demands effectively.
* Experience withpatching tools and automation.
* Experience with remote support tools.
QualificationsandCertifications
* ITCertificationssuch as CompTIA A+ or N+isdesirable.
* Azure Fundamentals or higher is desirable.
* ITIL4Foundationis desirable.
Personal Qualities
* Aself-motivated individual, looking toprovideexcellent service delivery.
* Able to work independently and as part of a team.
* Enjoysinteracting with other peopleand can build good rapport.
* A thirst for knowledge and desire todevelop their skills.
* Organisedand reliable,withgood timekeeping.
Company 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 1x annual salary
* Subsidised canteen
* Free parking
* Free turkey or voucher at Christmas
* apetito perks scheme including salary sacrifice options and retail discounts
Our Values
As a family-owned business, we take great pride in being a company that makes a real difference and is dedicated to creating outstanding meals to be proud of.
We develop a range of products designed to enhance health and well-being for all our customers.
We are driven by a passion for service and dedicated to feeding some of the UK’s most vulnerable people.
We proudly support British food and farming, focusing on using the best ethical and sustainable produce in alignment with our goal to reach Net Zero by 2040.
Our ethical standards are recognised by the ETI and we are an accredited Living Wage employer.Learn more about apetito’s commitment to a more sustainable future.
We embrace inclusion, empowering individuals from diverse backgrounds.
Our commitment to making a real difference extends to customers, communities, and staff and we're on a mission to build an inclusive workplace where everyone reaches their full potential.
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