The IT Support Engineer provides 1st to 3rd line support, manages IT systems for performance, supports projects, and ensures cybersecurity. They mentor the IT team, drive improvements, and manage service desk tickets.
As an IT Support Engineer at Seras, you’ll be based at our Tilbury site, delivering 1st to 3rd line IT support with a strong emphasis on face‑to‑face support for the local business, while also supporting our wider national organisation.
The role blends hands‑on technical support with project work, covering the maintenance and improvement of existing systems, resolution of complex technical issues, and the delivery of change to future‑proof our IT services.
Occasional travel to other Seras sites will be required.
The role blends hands‑on technical support with project work, covering the maintenance and improvement of existing systems, resolution of complex technical issues, and the delivery of change to future‑proof our IT services.
Occasional travel to other Seras sites will be required.
Key Responsibilities
- Provide 1st, 2nd and 3rd line IT support, resolving end user, system, and infrastructure issues
- Act as the senior technical escalation point for complex and high priority incidents
- Act as the initial point of contact in the absence of the IT Manager
- Configure, deploy, and support servers, networks, end user devices, and IT peripherals (including laptops, mobiles, printers, scanners, and UPS)
- Monitor and manage IT systems to ensure optimal performance, availability, and uptime, working with suppliers where required
- Take ownership of service desk tickets and assigned projects, delivering within agreed SLAs, time, cost, and quality targets
- Collaborate with internal teams and external partners on support activities and project delivery
- Maintain a strong focus on cyber security, proactively protecting systems and assisting with Cyber Essentials / ISO accreditation
- Drive continuous improvement, identifying opportunities to enhance IT services, systems, and processes
- Support and optimise the organisation’s cloud first Microsoft environment, including Microsoft 365, Power Platform, Forms, and automation
- Create and maintain technical documentation, solutions, and knowledge bases for IT staff and end users
- Mentor and upskill members of the IT team, promoting best practice and technical consistency
Skills, Knowledge and Expertise
Essential:
- ITIL qualification or strong working knowledge of ITIL principles
- Strong experience providing 1st–3rd line support
- Strong networking knowledge, including troubleshooting and configuration of LAN, WAN and wireless networks (Cisco experience preferred)
- Strong working understanding of Microsoft Azure services
- Experience working in a cloud first Microsoft 365 environment
- Experience leading a service team to deliver high‑quality end‑user support
Desirable:
- Experience leading and managing IT projects from initiation through delivery, with clear accountability for meeting agreed SLAs
- Experience working in a fast‑paced, ticket‑driven service desk environment
- General understanding of Power Platform – with experience creating, troubleshooting and maintaining Power Automate flows.
Benefits
- Health cash plan & virtual GP access
- Pension scheme & life assurance
- Employee referral scheme
- High street discounts
- Driver representatives & employee forum
- Personal development opportunities
- Employee Assistance Programme
- Free eye tests
About
Seras is the UK’s number one supplier of biomass fuel, with long-term contracts to supply 1.7 million tonnes of fuel to biomass plants, generating renewable energy equivalent to the annual domestic electricity needs of 2% of the UK population.Our core business is to supply biomass fuel, which we process from waste wood and by products, and deliver it to a large number of power plants.We are proud of what we do and the way we do it. Our approach is driven by our desire to “do things differently”. We provide services to help our customers decarbonise their power generation as we transition to a zero-carbon economy. Waste wood and by-products are a valuable resource that should be used to generate value for all of us and our communities.We invest in our best-in-class infrastructure, cutting edge technology and most importantly, our skilled and dedicated people, to ensure that we maximise the financial and environmental benefits at every stage of the process of transforming waste into renewable energy.
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