IT Support Engineer

The IT Site Support Engineer is responsible for delivering an exceptional digital workplace experience across McLaren Automotive sites.

The role combines customer-centric IT support, executive and VIP service, meeting room technology ownership, cyber security awareness, digital employee experience improvement and AI-enabled service delivery to ensure technology enables business performance.

Key responsibilities:

• Own the day-to-day operational resolution of VIP incidents and requests raised into IT Support, providing both 1st and 2nd line support.
• Expedite time-critical operational resolutions when required, ensuring urgent issues are progressed quickly and clearly.
• Provide face-to-face and remote support to the business VIP community, including onboarding support where required.
• Manage VIP expectations by setting clear communication, coordinating updates and ensuring support is delivered in line with agreed service goals.
• Support business escalations, including but not limited to VIP and time-critical incidents, by managing resolution, coordinating communication and chasing progress with McLaren's IT Support partners, resolver teams, vendors and third parties to ensure user satisfaction and SLA delivery.
• Collaborate with McLaren's IT Support partners and resolver teams to support continual improvement, identifying opportunities to reduce repeat incidents, improve knowledge quality and strengthen end-user experience.
• Ensure relevant processes are followed and tickets are updated, tracked and reported accurately via Ava.
• Meet business demand by resolving tickets in line with agreed goals, SLAs, OLAs and KPIs as set by senior management.
• Build and strengthen stakeholder and VIP relationships across the business, positioning IT as a trusted enabler of business outcomes.
• Visit other local McLaren sites when required to support the McLaren community with IT-related issues.
• Maintain and enhance on-site AV and meeting room spaces.
• Support AV meeting rooms by testing basic setup ahead of important meetings, liaising with EAs and working with NTT on in-scope technical fixes as required.

The ideal candidate will have:

• Excellent customer-facing/customer service skills.
• Excellent written and verbal communication skills.
• Experience with Microsoft Windows, Microsoft 365, Active Directory, Azure, macOS, iOS, mobile devices and basic networking.
• Experience of AV Systems support (Cisco, Logitech, Poly).
• Experience in printer support (Toshiba, Canon, Papercut).
• Ability to reach decisions promptly or understand where such decisions need broader involvement or rapid escalation.
• Ability to work under own initiative or as part of a team.
• Able to work under pressure and meet deadlines.
• Good reporting and analytical skills, with the ability to compile clear service data, identify trends and generate insight that supports operational improvement.
• Awareness of how AI and automation can be applied responsibly in an IT support environment.

Benefits include:

• Structured career development framework.
• 25 days' holiday, plus bank holiday.
• Enhanced company pension scheme.
• Discretionary annual bonus award.
• Private medical insurance and health cash plan.
• Life assurance benefit.
• Ability to apply for a sabbatical of up to one year after only two years' service.
• Benefits that can be adapted to your lifestyle, such as discounted shopping.
• Generous parental leave policies.
• A range of wellbeing initiatives, such as employee assistance programme and free financial & mortgage advice.