General information

Job Title
IT Support Engineer
Ref #
543
Date
Thursday, November 25, 2021
Country
United Kingdom
Location
Sheffield
Business area
IT
Department
IT
Position level
Qualifying / Team Leader
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 located at McLaren Composites Technology Centre (MCTC) in Sheffield.  

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, to provide excellent desk side, application, and remote support to the Automotive MCTC and customer systems within McLaren Automotive. 

The role covers all aspects of the break fix functions and scope, as well as being involved with a variety of request management functions. You will need to manage all calls and escalations that might take place on the manufacturing line, this is therefore a position of great visibility and trust and requires a positive and professional individual with an outstanding can-do attitude. 

The role will act as an ambassador for the IT service within McLaren MCTC, 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 Incidents & Requests raised into MCTC IT Support, providing both 1st & 2nd level support 
  • Ensure processes are adhered to and tickets are recorded, updated, tracked & resolved via ServiceNow (Ava) 
  • Collaborate with McLaren’s IT Support partners and Resolver teams to support continual improvement within the function. 
  • 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 relationships across the business to show IT as a true enabler of business outcomes 
  • Troubleshooting the following systems: Microsoft Windows operating system (Windows 10), Microsoft Windows Server (2016/2019), Microsoft Office 365 and Exchange Online, Delima Apriso (Manufacturing Execution System) and other manufacturing systems.  
  • Installation and configuration of PC operating systems and applications following quality assurance processes. 
  • Assisting with Starter and Leaver processes and related hardware/software requests 
  • Triage of bespoke McLaren applications, record and resolve where applicable. 
  • Assist in the administration and maintenance of the client/server infrastructure, ensuring maximum availability as defined within the service level standards 
  • Provide remote access support (e.g. logmein / SCCM/ Team Viewer) 
  • Create, refine, and document processes for logical troubleshooting of complex technical incidents. Where necessary, take responsibility and ownership for root cause analysis, and proactive approach to resolution of problems and known errors 
  • Occasional bank holidayweekends and extended hours work as required. 
Knowledge, Skills and Experience

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

  • Excellent customer facing/customer service skills 
  • Excellent written and verbal communication skills  
  • Ability to take responsibility and ownership of projects and tasks delegated 
  • An articulate and methodical approach to problem solving and issue resolution 
  • Highly customer focused and confidence in dealing with people at all levels 
  • Strong working knowledge of PC applications including Microsoft Office / O365 products 
  • Excellent understanding of PC and peripheral configuration and maintenance. 
  • Experience of Microsoft Windows operating systems (Server and Workstation 
  • Experience supporting laptops/desktops/tablets 
  • Experience supporting mobile device(Android and iOS) 
  • Experience supporting Apple MacBook and iMac an advantage 
  • Experience supporting client-server architecture 
  • Experience in basic network administration 
  • Experience in wireless technology and basic troubleshooting 
  • Experience in basic printer support an advantage 
  • Understanding of remote access technologies (e.g. VPN, RDP, VNC) 
  • Ability to produce technical documentation 
  • Understanding of ITIL and service management good practice framework 
  • MCP certification desirable 
  • CCNA certified desirable 
  • A proven track record of delivering high quality IT support within a critical production environment. 
  • Broad knowledge of IT topics and good all-round IT literacy 
  • 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  
Personal Attributes
  • Excellent customer facing/customer service skills 
  • Excellent written and verbal communication skills  
  • Ability to take responsibility and ownership of projects and tasks delegated 
  • Ability to work under own initiative or as part of a team 
  • Able to work under pressure and meet deadlines  
  • Ability to reach decisions promptly or understand where such decisions need broader involvement or rapid escalation