Service Desk Site Support Engineer

About the Role:

Who are we, and what do we do?

You may not have heard of us, but there's a good chance you've enjoyed our products. Avara Foods is one of the UK's leading food businesses, supplying chicken and turkey to the country's major supermarkets and well-known restaurants.

We own and manage our entire supply chain, from farms to factory and all the way to the customer door - meaning we have careers that cover a whole range of functions. We have major processing sites across England and Wales, and an agricultural network of over 350 farms, spanning from North Yorkshire to the South Coast and Wales.

About the Role

The Service Desk Site Support Engineer, based in Telford, will be a key member of a dedicated Technology team supporting the Telford, Wednesbury, and Dudley sites. In addition to on-site responsibilities, the role includes providing first and second-line remote support to all other Avara sites. This engineer will work collaboratively alongside other service desk professionals located throughout the country.

The Service Desk Site Support Engineer will need to demonstrate excellent customer service skills, strong technical knowledge, organisational ability, and time management to manage a busy support queue and help maintain efficient operations of the business. With over 2,000 users across 10+ UK sites, the business generates on average 1,100 tickets monthly. These requests are made via various means including telephone, email, in person, web portal etc.

Time is a critical factor, prompt and accurate information gathering is essential at Telford to ensure efficient resolution of user requests.

Factory operations are vital to the success of the business. The successful candidate should be confident working in fast-paced production environments. Flexibility and a proactive approach are key, as you'll need to adapt quickly to operational demands while maintaining safety standards. Building strong relationships with the production team is essential, as understanding key operational pinch points is critical to providing effective support.

Personal development is encouraged through a comprehensive online learning platform and regular training sessions with senior members of staff. You will work alongside dedicated Infrastructure Operations, Cyber Security, Data Engineering, and Enterprise Application teams who support the business 24/7.

The team utilises the ITIL v4 framework; Change, Problem, and Incident management is used to ensure all aspects of the IT estate are controlled and managed consistently.

Responsibilities Common Service Desk Responsibilities

• Answer telephone calls in a professional, confident, and timely manner.
• Log, categorise, prioritise, and track incoming IT tickets.
• Complete Online Ticket requests with a high level of diligence.
• Respond to User Requests and assist / teach Users where appropriate.
• Perform detailed troubleshooting and fault diagnostics.
• Attend to incidents and requests in production environments i.e., Factory, Cold Stores, Despatch areas.
• Document solutions to user problems and contribute to the development of the service desk knowledge base.
• Develop technical & personal skills via online training and self-study.
• Actively participate in continual improvement initiatives.

Role Specific Responsibilities

• Act as the primary Point of Contact for IT on site.
• Maintain awareness of all Site Projects, Initiatives, Maintenance, Major Incidents and Support requirements from an IT perspective.
• Active member of the Change Management Process.
• Actively seek to collaborate and integrate with the site operations, being the Technology representative for your sites.
• Receive and action escalated calls from Service Desk Technicians, Analysts & other members of the Technology Team.
• Collaborate with Technology Team Leads, i.e., Projects, Major Incidents, Changes.
• Assist in the development of others via coaching and mentoring.
• Travel to Wednesbury & Dudley, or other sites as needed.
• Participate in out-of-hours on-call support when ready (paid).

Skills & Experience

Essential:

• At least 5 years' experience working in an IT support role.
• At least 3 years' experience working in an 2nd Line IT Support role.
• Worked in an ITIL based environment.
• Experience of Networking and General IT Fault Diagnosis.
• Experience of Office 365, Windows 10/11, Windows Server & Virtual Environments.
• UK Driving License.

Desirable

• Microsoft qualified (Server 2016 onwards, SQL Server, M365, Azure) or equivalent experience.
• Competent with HPE Aruba Networking.
• Competent with Meraki WiFi.
• Competent with Dell and HPE Server hardware.
• Experience in a 3rd line IT Support role is a plus.
• Experience in supporting IT operations across multiple geographically dispersed locations.

The benefits of working for Avara Foods

As a Service Desk Site Support Engineer, you will enjoy a secure, supportive, and progressive working environment, where your contribution and achievements will be recognised and rewarded. We offer comprehensive training as well as continuous development as you build your long-term career with us. You can also look forward to benefits that amongst other things include the following:

• Salary up to £42,000 per annum.
• 6% Pension.
• 31 days holiday.
• Life Assurance.
• Private Medical Health Cover.
• Subsidised Canteen at Telford.
• Free Parking.
• Various lifestyle benefits, including wellbeing resources.

What happens after you apply for this role

After you've applied, you'll be contacted to discuss your application and CV further. There'll also be a chance for you to ask us any questions you may have about the role.

If you're ready to work in a dynamic environment alongside talented people who take pride in delivering great results, apply today!

We are committed to being an equal opportunities employer.

INDHP