McLaren

The IT Support Engineer is responsible for the operational delivery of IT support services to McLaren’s VIPs, and where required, for expediting time critical support to the wider organisation. Working to agreed service targets, the role will be responsible for the completion of incidents and requests, and where necessary work in conjunction with McLaren’s external IT Support partners.

The role will act as an ambassador for the IT service to McLaren VIPs, establishing and managing expectations, coordinating, and maintaining communication to achieve those expectations to a consistently high-performing standard.

-       Responsible for the day-to-day operational resolution of VIP Incidents & Requests raised into IT Support, providing both 1^st & 2^nd level support

-       Responsible for expediting time-critical operational resolutions, where directed by Line Management

-       Ensure face to face and remote support is available to the business VIP community, including onboarding

-       Management of VIP expectations ensuring they are delivered in line with agreed service goals, through excellent coordination and communication

-       Supporting business escalations, including but not limited to VIP and time-critical incidents, managing resolution, coordination and chasing escalations with McLaren’s IT Support partners, resolvers, vendors and 3^rd parties ensuring user satisfaction & SLA’s are delivered

-       Collaborate with McLaren’s IT Support partners and Resolver teams to support continual improvement within the function

-       Ensure processes are adhered to and tickets are updated, tracked & reported via Ava

-       Responsible for meeting the demands of the business and provide the required resolution of tickets in line with agreed goals, SLA’s, OLA’s and KPI’s as set by senior management

-       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 McLaren community with IT related issues when required

-       Maintaining and enhancing on-site AV and meeting room spaces

-       AV Meeting Room support testing basic set up and liaising with EA’s ahead of important meetings & with NTT for in-scope technical fixes as required

The IT Site Support Engineer will have an understanding of IT environments and have an in-depth knowledge of the following areas:

-       Excellent customer facing/customer service skills

-       Excellent written and verbal communication skills

-       Experience in Microsoft Windows, Office 365, Active Directory, MacOS, IOS, Mobile devices and basic networking, to achieve the support levels required

-       Experience of AV room support would be an advantage or a desire to learn

-       Experience in printer support would be an advantage

-       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

-       Good general reporting skills, ability to compile and generate reports for business insight

As above

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