Senior IT Support Engineer

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Overview

apetito operates 24/7, providing a vital service to our customers. IT is central to the success of the business and the IT team supports the infrastructure and services essential to its operation. We are embarking on a period of exciting change, and this role will be a key appointment in its delivery.

We are looking for an experienced and skilled Senior IT Support Engineer to be part of our team as we undertake a significant transformation to modernize our IT services across the apetito group. Our team is committed to delivering world-class services to the business and supporting its continued growth. This role will play a pivotal part of our service delivery offering, being a critical and key role in supporting our end users and therefore being the face and representative of the IT service desk experience.

This role is based out of our Head offices in Trowbridge, Wiltshire. With a requirement to be on site 5 days a week. You may be required to travel to other locations, such as our distribution offices in Portbury.

This role has a requirement to be part of an on-call rota for out-of-hours support. Remunerated with an on-call payment for active on-call weeks.

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

• Log and investigate incoming IT support requests through various methods including, telephone, tickets, email and in person.
• Receive escalated tickets requiring in-depth troubleshooting and investigations.
• Diagnose and troubleshoot a wide range of complex IT issues, including hardware, software and network problems.
• Diagnose and troubleshoot complex operational technology (OT) issues, including hardware, software and network problems that may occur within the manufacturing and distribution environments.
• Support Windows server environments to perform 2nd line 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.
• Analyse reported issues to accurately identify the problem that needs to be investigated and troubleshoot these problems to conclusion.
• Resolve incidents promptly and accurately, identifying when to escalate to higher-tier support as required.
• Provide regular and timely updates to customers on the status of their tickets.
• Process and fulfil IT service requests such as account provisioning, password resets, software installs and hardware setup.
• Process leaver and mover tickets to update or disable accounts, licensing, etc.
• Perform regular proactive checks of offices, meeting rooms and other areas to ensure functionality of IT equipment across the business.
• Ensure timely delivery of incidents and requests, in accordance with service level agreements (SLA) and key performance indicators (KPI).
• Identify and flag recurring or similar issues for higher-tier support to investigate root causes.
• Provide excellent communication and customer service to end users.
• Build strong relationships with end users to establish trust and dependency on the IT service.
• Help build and maintain end user guides for self-help portals.
• Empower and instruct end users to use self-help guides where possible.
• Participate in on-call rota to provide out-of-hours support.
• Assist in mentoring and training of junior members of the team.

Qualifications/Personal Qualities

Skills and Competencies

• Ideally, a minimum of 3 years of experience working on an IT Service Desk at a 2nd Line level.
• A strong technical understanding of IT technologies such as Active Directory, M365, Azure AD and Microsoft operating systems.
• A good understanding of network principles such as IP and 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 systems and managing ticket demands effectively.
• Experience with patching tools and automation.
• Experience with remote support tools.

Qualifications and Certifications

• IT Certifications such as CompTIA A+ or N+ is desirable.
• Azure Fundamentals or higher is desirable.
• ITIL4 Foundation is desirable.

Personal Qualities

• A self-motivated individual, looking to provide excellent service delivery.
• Able to work independently and as part of a team.
• Enjoys interacting with other people and can build good rapport.
• A thirst for knowledge and desire to develop their skills.
• Organised and reliable, with good time keeping.

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.