IT 2nd Line Engineer
At The Compleat Food Group we’re not just serving up great food, we’re creating an environment where our people can thrive. As one of the leading chilled prepared food manufacturers in the UK food industry, we believe that our employees are the secret ingredient to our success. We’re passionate about fostering a culture where quality, innovation, collaboration, and personal growth are at the forefront.
Location: Poole, BH15 2AS (Site-based role)
Working Hours: Monday – Thursday, 08:30 – 17:00, Friday 08:30 – 16:00
Salary: £35,000
Job Purpose
Provide 2nd line IT support by means of physical or remote support.
Key Duties:
* Receive escalated incidents from the Service Desk and prioritise workload to ensure all incidents are resolved within Service Level Agreement (SLA)
* Be an IT point of presence on the home site
* Own the home site’s IT infrastructure, and maintain the IT asset lists for the site
* Work within a team of 2nd Line IT Engineers to ensure Group wide incident resolution SLA’s are met.
* Support the wider IT team in Problem Management by performing root cause analysis tasks as directed by the IT 2nd Line Manager.
* Work with the 3rd Line team to resolve core infrastructure issues resulting in on site system inefficiencies or service interruptions.
* Provide time and expertise to support the delivery of projects on budget, on time and to the right quality.
* Communicate updates and pertinent information to the customer group as required.
* Form part of the Out of Hours team taking turns on a rota-based process to act as an escalation point for out of hours calls.
* Travelling between sites with overnight stays will be required from time-to-time
Experience:
* Background of operating in an IT dependent, fast paced, time critical environment
* Experience working in a manufacturing environment desirable
* Understanding and experience supporting desktops, laptops and printers enabling the provision of a customer focused IT support service.
* Detailed working knowledge of Microsoft Office365, Microsoft Client/Server networking, VPNs, WANs and end user software support
* Experience of acting as a Point of Contact for all service-related questions.
* Experience of working as part of a geographically diverse IT function.
Skills and Knowledge:
* Demonstrate opening questioning, faulting finding, critical thinking and problem-solving skills.
* Able to prioritise and manage multiple workstreams including incident resolution and project work.
* Excellent verbal and written communication skills.
* Prioritisation and engagement with multiple stakeholders
* Microsoft certification or equivalent is desirable
* Full driving licence essential due to occasional travel
What's in it for you?
* Dynamic Environment: You will be working in a fast-paced, future-thinking agile company where your contributions make a real difference.
* Culture: Be part of a fantastic team that values diversity, innovation, collaboration and excellence.
* 33 days holiday (including bank holidays)
* 2 Employee Volunteering Days per year
* Online and High-street retailer discount scheme
* Employee well-being and community support groups
* Informal and Formal training opportunities with personalised online LMS platform
* Charity Initiatives and Team events
* 24/7 Access to Grocery Aid (Free Financial, Emotional and Practical Support)
* Physical Wellbeing Benefits – Free on demand exercise hub and various gym discounts.
* Online Wellbeing benefits
* Free Financial wellbeing – mortgage calculators, budget tools, financial aid tools
The Compleat Food Group fosters an inclusive, respectful culture where everyone feels safe, supported, and valued. We welcome diverse talent, knowing it drives exceptional results and a better workplace.
We are committed to Fairness, Equity, Inclusivity, and Respect, we ensure all colleagues can thrive by bringing their whole selves to work. As an equal opportunity’s employer, we provide all the support you need to succeed.
Contact us with any questions about Diversity & Inclusion or accessibility during the application process.
Recruitment Agencies:
We have a small, active and trusted Preferred Supplier List to assist us if required. We do not acknowledge any speculative CVs or unsolicited candidate introductions. We only accept CV submissions for roles released to you directly by our Talent Acquisition team.