General information

Job Title
1st Line Support Engineer
Ref #
25927
Date
Friday, November 4, 2022
Country
United Kingdom
Location
Woking
Business area
IT
Department
IT
Position level
J - Technician / Administrator
Working time
Full Time
Contract type
Permanent
Working pattern
9am - 6pm Monday to Friday

Description & Requirements

Background

No restraints. No limitations. We don’t simply push boundaries. We completely rethink them. McLaren Automotive exists to create breath-taking performance road cars.

With innovation at the core of all we do, every challenge starts with the same question. How can we do it better? This restless spirit runs right through McLaren Automotive. And the search for perfection is evident in everything we do.

Purpose of Role

The 1st Line IT Support Engineer will work as part of the team responsible for the operational delivery of IT support services to McLaren’s users and VIPs. Working to agreed service targets, the role will focus on the completion of incidents and requests raised via our ITSM platform. Where necessary working in conjunction with McLaren’s external IT support partners. 

The role will deliver a high-quality IT service experience to our internal customers at McLaren Technology Centre and other remote Woking sites. 

This position would be ideal for a candidate keen to learn and develop across the IT function.

Principal Accountabilities
  • Responsible for the day-to-day operational resolution of incidents and requests raised into IT support at 1st line level 
  • A strong focus on supporting our printer estate - triage of issues, end user enquiries and toner swaps. Liaising with our 3rd party printer company to raise faults that require their support 
  • Supporting business escalations, including but not limited to VIP and time-critical incidents. Managing resolution, coordination and chasing escalations with McLarens IT support partners, resolvers, vendors, and 3rd parties ensuring user satisfaction & SLA’s are delivered 
  • Supporting McLaren hardware including but not limited to laptops, desktops, printers, and peripherals 
  • Collaborating with internal McLaren teams and McLaren’s IT support partners and resolver teams to support continual improvement within the function 
  • Ensuring processes are adhered to and tickets are updated, tracked & reported via our ITSM platform 
  • Continual focus on building and strengthening stakeholder and VIP relationships across the business to show IT as a true enabler of business outcomes. 
  • Occasional visits to other local McLaren sites to support the McLaren community with IT related issues when required 
  • Basic audio-visual meeting room support ensuring they’re in a good state. Testing basic set up and liaising with stakeholders ahead of important meetings and with the internal AV technical team 

Knowledge, Skills and Experience

The 1st Line IT Support Engineer will understand IT environments and have knowledge of the following areas: 

  • Excellent customer facing/customer service skills (essential) 
  • Excellent written and verbal communication skills (essential) 
  • Experience in Microsoft Windows, Office 365, Printers, Mobile devices and basic networking (desirable) 
  • Experience of basic AV room support would be an advantage or a desire to learn  
  • Ability to reach decisions promptly or understand where such decisions need broader involvement or rapid escalation 
  • Ability to work under own initiative or as part of a team 
  • Able to work under pressure and meet deadlines  
  • Able to deal with 3rd parties and suppliers 

Personal Attributes

As a member of the IT team, this position requires ongoing role modelling of McLaren values and behaviors at the follwing levels; 

  • Strive for Excellence 
  • Results focused 
  • Innovative & Creative
  • Seeks the challenge 
  • Personal Ownership
  • Adapts to change 
  • Learns & Shares 
  • Recognizes Achievements 
  • Collaborates with others
  • Manages Relationships