General information

Job Title
IT Support Engineer
Ref #
25738
Date
Tuesday, September 27, 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 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.

Principal Accountabilities

  • Responsible for the day-to-day operational resolution of VIP Incidents & Requests raised into IT Support, providing both 1st & 2nd 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 3rd 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
  • AV Meeting Room support ensuring they’re in a good state, testing basic set up and liaising with EA’s ahead of important meetings & with NTT for in-scope technical fixes as required
Knowledge, Skills and Experience

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

  • Experience in Microsoft Windows, Office 365, Active Directory, MacOS, IOS, Mobile devices and basic networking, to achieve the support levels required
  • Experience of basic AV room support would be an advantage or a desire to learn
  • Experience in basic printer support would be an advantage
Personal Attributes

  • Excellent customer facing/customer service skills
  • Excellent written and verbal communication skills
  • 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