Apetito is a leading food supplier to the health and social care sector, operating 24/7 to provide vital services to over 1,300 care homes, health care and education settings. Our team supports a modernised IT service delivery across the apetito group, and the Senior IT Support Engineer will play a pivotal role in this transformation. Salary £35k‑38k per annum (depending on experience) with bonus and benefits.
Responsibilities
* Support Windows server environments with second‑line tasks for issues and maintenance.
* Support and troubleshoot end‑user devices and technologies.
* Support user issues on network and telephony infrastructure.
* Support cloud services such as M365 and Azure.
* Log and investigate incoming IT support requests via telephone, ticketing, email and in‑person.
* Participate in recurring tasks including patch management, backup checks, and other routine tasks.
* Analyse reported issues to accurately identify problems and troubleshoot to resolution.
* Process and fulfil IT service requests such as account provisioning, password resets, software installs and hardware set‑up.
* Perform regular proactive checks of offices, meeting rooms and other areas to ensure functionality of IT equipment.
* Ensure timely delivery of incidents and requests in accordance with SLA and KPI.
* Identify and flag recurring or similar issues for higher‑tier support to investigate root causes.
* Assist the wider team and end users with IT asset management.
* Maintain internal knowledge base and build end‑user guides for self‑help portals.
* Participate in the on‑call rota to provide out‑of‑hours support.
* Assist in mentoring and training of junior team members.
* Perform any other task as directed by management.
Skills and Competencies
* Ideally, a minimum of 3 years of experience at a 2nd‑line IT Service Desk.
* Strong technical understanding of Active Directory, M365, Azure AD and Microsoft operating systems.
* Good understanding of network principles such as IP and subnets.
* Excellent communication and interpersonal skills.
* Excellent customer service skills.
* Ability 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 systems and managing ticket demands effectively.
* Experience with patching tools and automation.
* Experience with remote support tools.
Qualifications And Certifications
* CompTIA A+ or Network+ is desirable.
* Azure Fundamentals or higher is desirable.
* ITIL4 Foundation is desirable.
Personal Qualities
* A self‑motivated individual seeking excellent service delivery.
* Able to work independently and as part of a team.
* Enjoys interacting with others and building good rapport.
* A thirst for knowledge and desire to develop skills.
* Organised and reliable, with good time‑keeping.
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 1× annual salary.
* Subsidised canteen.
* Free parking.
* Free turkey or voucher at Christmas.
* Apetito perks scheme including salary sacrifice options and retail discounts.
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