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💼 Job Title: IT Site Services Specialist
🏢 Department: IT Operations
📍 Location: Bodmin/Redruth
👤 Reporting To: IT Site Services Team Lead
📝 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.
✅ 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.
