OR MAYBE YOU HAVE SOME EXPERIENCE OF FIRST-LINE IT SUPPORT AND ARE LOOKING FOR A NEW OPPORTUNITY WITH A GREAT EMPLOYER?

We are looking for a first line IT Support Engineer to be part of our team as we undertake a significant transformation to modernize our IT services across the apetito group.
Our team is committed to delivering world-class services to the business and supporting its continued growth so you’ll need to bring customer service skills and a passion for development.
This role will play a pivotal part of our service delivery offering, being a first point of contact for our end users and therefore being the face and first impression of the IT service desk experience.
apetito business operates 24/7 providing a vital service to our customers. IT is central to the success of the business and the IT team supports the infrastructure and services vital to its operation.
We are embarking on a period of exciting change so this is a great oportunity for someone who is looking to grow with us.

Why Join Us?

• Be part of an innovative and growing food manufacturing company with a commitment to sustainability and quality.
• Lead transformative initiatives and make a direct impact on operational success.
• Work in a collaborative environment that values diversity and fosters professional growth.
• Be part of a company that values the individual and has an “employee first” mindset.

This role is based out of our Head offices in Trowbridge, Wiltshire – With a requirement to be on-site five days a week.
You will be part of an on-call rota for out-of-hours support. Remunerated with an on-call payment for active on-call weeks.
Up to £29,000 per annum + Bonus + Benefits (depending on experience.)
Who we are:
apetito is the UK’s leading food supplier to the health and social care sectors serving more than 1,300 care homes, health care and education settings.
Our meals are expertly crafted by our dieticians and chefs, and then frozen to lock in the goodness.
Wiltshire Farm Foods, our sister company, is the UK’s largest ready meal supplier cooking and delivering over 330 different delicious frozen ready meals across the UK.

Responsibilities:

• Receive, log and provide triage for incoming IT support requests through various methods including, telephone, tickets, email and in person.
• Provide excellent communication and customer service to end users, including proactively updating customers on progress of their IT tickets.
• Diagnose and troubleshoot a wide range of IT and operational technology (OT) issues, including hardware, software and network problems in our manufacturing and office environments.
• Resolve incidents promptly and accurately, identifying when to escalate to higher-tier support as required.
• Process and fulfil IT service requests such as account provisioning, password resets, software installs and hardware setup.
• Ensure timely delivery of incidents and requests, in accordance with service level agreements (SLA) and key performance indicators (KPI).
• Identify and flag recurring or similar issues for higher-tier support to investigate root causes.
• Build strong relationships with end users to establish trust and dependency on the IT service.
• Assist the wider team and end users with IT asset management.
• Help maintain a knowledge base for internal knowledge sharing.
• Participate in on-call rota to provide out-of-hours support.

Qualifications/Personal Qualities:

Essential Skills and Competencies

• A good technical understanding of IT technologies such as Active Directory, M365, Azure AD and Microsoft operating systems.
• A general understanding of network principles such as IP and subnets.
• Excellent communication and interpersonal skills.
• Excellent customer service skills.
• Ability to work under pressure and meet demanding expectations.
• Strong attention to detail and accuracy of data.
• Organised, with good time keeping.

Desirable Skills and Competencies

• Experience with ticketing systems and managing ticket demands effectively.
• Experience with remote support tools.
• Experience in an IT service desk role would be an advantage but is not essential.
• IT Certifications such as CompTIA A+ or N+ are desirable.

Company Benefits:

• Competitive salary – accredited Living Wage employer
• 25 days holiday per year, plus bank holidays
• Option to purchase up to 5 additional days holiday per year
• Discretionary annual bonus scheme
• Pension scheme - employer matched contributions up to 4%
• Life assurance scheme worth at least 1x annual salary
• Subsidised canteen
• Free parking
• Free turkey or voucher at Christmas
• apetito perks scheme including salary sacrifice options and retail discounts

Our Values:
As a family-owned business, we take great pride in being a company that makes a real difference and is dedicated to creating outstanding meals to be proud of.
We develop a range of products designed to enhance health and well-being for all our customers.
We are driven by a passion for service and dedicated to feeding some of the UK’s most vulnerable people.
We proudly support British food and farming, focusing on using the best ethical and sustainable produce in alignment with our goal to reach Net Zero by 2040.
Our ethical standards are recognised by the ETI and we are an accredited Living Wage employer.
Learn more about apetito’s commitment to a more sustainable future.
We embrace inclusion, empowering individuals from diverse backgrounds.
Our commitment to making a real difference extends to customers, communities, and staff and we’re on a mission to build an inclusive workplace where everyone reaches their full potential

• Receive, log and provide triage for incoming IT support requests through various methods including, telephone, tickets, email and in person.
• Provide excellent communication and customer service to end users, including proactively updating customers on progress of their IT tickets.
• Diagnose and troubleshoot a wide range of IT and operational technology (OT) issues, including hardware, software and network problems in our manufacturing and office environments.
• Resolve incidents promptly and accurately, identifying when to escalate to higher-tier support as required.
• Process and fulfil IT service requests such as account provisioning, password resets, software installs and hardware setup.
• Ensure timely delivery of incidents and requests, in accordance with service level agreements (SLA) and key performance indicators (KPI).
• Identify and flag recurring or similar issues for higher-tier support to investigate root causes.
• Build strong relationships with end users to establish trust and dependency on the IT service.
• Assist the wider team and end users with IT asset management.
• Help maintain a knowledge base for internal knowledge sharing.
• Participate in on-call rota to provide out-of-hours support