2nd Line Engineer

This role provides 2nd line technical support across TCFG, with priority given to your home site in Bristol. You'll handle escalated incidents, deliver exceptional customer service, support infrastructure troubleshooting, and help drive continuous improvement across our IT operations.

You'll work both onsite and remotely, supporting a diverse set of users within a 24/7, time-critical manufacturing environment.

What You'll Be Doing

• Manage and resolve escalated incidents from the Service Desk within SLA
• Work collaboratively with the 2nd Line Engineering team to meet Group-wide SLAs
• Support Problem Management by performing root cause analysis
• Partner with the Systems Administration team to resolve infrastructure issues
• Provide support for IT projects, ensuring delivery on time, on budget and to quality standards
• Act as an escalation point as part of the Out of Hours rota
• Communicate clearly and consistently with customers across the business
• Maintain accurate updates, documentation, and progress reports
• Travel to other sites when required (including occasional overnight stays)
• Proactively contribute ideas to enhance service delivery and user experience

Do you have a valid Driving Licence license?, Do you have experience in VPN?, If you thrive in fast-paced environments, love solving technical challenges, and want to be part of a collaborative, purpose-led organisation, we'd love to hear from you., * Experience working in a fast-paced manufacturing environment (essential)

• Strong hands-on support experience across desktops, laptops, printers
• Detailed knowledge of Microsoft 365, Microsoft networking, VPNs, WANs, and end-user support
• Experience acting as a point of contact for service-related queries
• Strong questioning, fault-finding, and troubleshooting skills
• Experience working within a geographically dispersed IT function
• Ability to manage multiple priorities across incidents and project work
• Confident communication (written and verbal) with a range of stakeholders
• Proven ownership of customer issues and escalations

Personal Qualities

• Drives for Results - tenacious, proactive, accountable
• Passion for Learning - quick to learn, adaptable, curious
• Customer Orientation - committed to delivering great service
• High-Impact Communication - clear, concise, credible, * A-Level qualifications or equivalent (essential)
• Microsoft certifications (desirable)
• Full UK driving licence (essential)

What Success Looks Like

• Meeting incident resolution SLAs
• Strong customer satisfaction scores
• Achieving personal objectives set with the IT Service Desk Manager

At The Compleat Food Group, we're proud to be a food business built on purpose and passion. Formed in 2021, we're on a mission to create Food to Feel Good - great quality, tasty and affordable food that people love to eat. We're home to some of the UK's most exciting and loved food brands, including Wall's Pastry, Pork Farms, Wrights, The Real Yorkshire Pudding Co., unearthed, Vadasz, Squeaky Bean, Palace Culture, and Harvey & Brockless. Alongside our branded portfolio, we're a leading supplier of delicious own-label pastry, sweet bakery, party food, olives and antipasti, added-value egg products, continental meats, dips and sauces and plant-based food to the UK's major retailers, as well as across foodservice. With over 6,000 talented colleagues across 17 sites, and an annual turnover of £1.3bn, we're united by a shared ambition to shape the future of food for the better. We are backed by European private equity firm PAI Partners.     If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer's application process.