MY JOB

Job Title: IT Site Services Specialist
Department: IT Operations
Location: Bodmin/Redruth
Reporting To: IT Site Services Team Lead

✅ ESSENTIAL EXPERIENCE & SKILLS

• Minimum 3 years’ experience delivering, maintaining, and supporting on-site/field-based IT services in a complex factory production environment.
• Hands-on support, delivery, and build experience in several of the following technology areas, with expert knowledge in:
• Supporting onsite engineering and production teams.
• Building strong relationships with Site General Managers and their leadership teams.
• Supporting factory and production environments.
• Supporting mobile devices.
• Supporting printing solutions and hardware.
• Supporting audio-visual equipment.
• Network cabling.
• VOIP telephony configuration and support.
• Broadband ordering processes for farm sites.
• Minimum 3 years’ experience in a technical environment delivering 2nd line support and management capability.
• Proficient in using system management and monitoring tools.
• Fully conversant with ITIL principles, with thorough working knowledge of Incident, Change, and Problem Management.

ABOUT THE ROLE

We are seeking a passionate and proactive IT Site Services Specialist to join our dynamic IT Operations team. Based across our Bodmin/Redruth and Windmill Lane sites, you will play a key role in delivering high-quality technical support and service excellence to our colleagues and customers.
As part of the IT Site Services team, you’ll work across a broad range of technologies and collaborate with multiple areas of the business. Your focus will be on providing hands-on, on-site technical support, ensuring our end-user environment is maintained to the highest standards of availability and usability.

KEY RESPONSIBILITIES

• Provide on-site 2nd line technical support and administration of Pilgrims’ four legacy business sectors.
• Act as an ambassador for the IT department, delivering a professional and efficient service at all times.
• Deliver user education and guidance on technology to colleagues.
• Serve as a point of contact for technical issues, ensuring timely incident resolution.
• Participate in and contribute to IT projects and service improvement initiatives.
• Identify, own, and implement proactive maintenance plans, including essential upgrades and software patches.
• Monitor and review service performance at a component level, producing reports with recommendations for risk mitigation.
• Liaise with third-party vendors regarding technical build, support, and maintenance.
• Ensure service levels are met in line with published/agreed SLAs.
• Provide specialist technical support and proactive maintenance of the end-user environment.
• Own and manage priority incidents, problem records, and IT projects.
• Offer on-site technical guidance and support to colleagues.
• Follow approved IT processes including incident management and request fulfilment.
• Maintain a high level of customer service and satisfaction.