Onsite Support

Role Overview

At ATS, our On-Site Support Engineers play a key role in our day-to-day UK support operations across our customer sites, ensuring incident management and other ITIL based processes are followed while helping to ensure our SLA & SMA obligations are always met and delivered to the highest standards.

As a support engineer, you will be an integral part of our customers daily operations where you will act as a first point of contact for IT issues, working closely with other manufacturing teams and individuals to drive incident resolution forward.

Why work for us

We’re proud to have been certified as a Great Place to Work® in 2023 and 2024, reflecting our commitment to creating a positive, inclusive and supportive workplace. We continually invest in improving our employee experience so our people feel valued, engaged and excited to build their careers with us – and in turn, deliver great outcomes for our customers.

How you’ll make an impact

• Working effectively both individually and as part of the wider team
• Taking total ownership of your assigned incidents and tasks
• Ensuring incident and task deadlines are always met or exceeded
• Providing in-depth problem analysis of major incidents
• Providing meaningful risk and operational feedback
• Demonstrating high standards of professionalism and adherence to process at all times
• Communicating clearly and promptly with internal and external stakeholders
• Play an integral role in the day to day running of IT and manufacturing systems for your site

What success looks like

• Resolving of assigned incidents within SLA timeframes, ensuring seamless IT operations for our customers
• Building strong relationships with on-site teams, resulting in high levels of customer satisfaction and positive feedback
• Identifying and implementing process improvements that enhance efficiency and reduce incident recurrence
• Proactively identifying potential risks to IT and manufacturing systems, mitigating issues before they escalate
• Acting as a trusted technical advisor to customers, demonstrating expertise in manufacturing IT environments
• Collaborating effectively with internal teams and external partners to deliver high-quality, integrated solutions

What you will bring to the team

• Knowledge of manufacturing processes and systems
• Knowledge of Incident Management
• Knowledge of ITIL Processes
• Experience of working amongst multi-vendor IT environments
• Experience of original equipment manufacturer (OEM) engagement
• Knowledge of Windows hardware, software and networking troubleshooting
• Experience of advanced troubleshooting of Windows based software, hardware and network troubleshooting
• A full UK driving licence
• Willingness to travel to cover other UK sites for holidays and sickness

How we’ll reward you

The benefits of working for ATS UK include:

• 23 days annual leave, increasing by 1 day each year to a maximum of 28 days at year 5, plus bank holidays
• Private healthcare
• Paid family support days
• Enhanced maternity and paternity leave
• Enhanced company sick pay
• Salary sacrifice pension
• Home office provision for hybrid or fully remote roles
• Discretionary performance related bonus
• Access to a fee-free mortgage service and other financial advice through our wellbeing partner
• Employee Assistance Programme (EAP)
• Life assurance
• Employee ‘away days’

Important note for applicants

Due to export control legislation and the nature of our work within the defence industry, we are only able to consider applications from candidates who are nationals of a NATO member state, the European Union, Australia, Japan, New Zealand, or Switzerland. Depending on the site you are hired to work on, there may be a further requirement to obtain Security Clearance, which requires UK Citizenship.