IT Onsite Support Engineer

Company Description

We are FBC UK, Fox's Burton's Companies! ……And we bake the UK's most incredible biscuits (we might be slightly biased, but we will leave that for you to judge).

FBC UK was a match made in heaven, with two of the top UK biscuits manufacturers (Burton's Biscuits and Fox's Biscuits) coming together to create one unique, integrated company.

We are home to famous iconic brands, including Maryland, Fox's, Jammie Dodger & Rocky, to name just a few. We are proud manufacturing partners to some of the biggest UK retailers and household names. We bake our incredible biscuits at eight bakeries across the UK, located at Isle of Arran, Livingston, Blackpool, Llantarnam, Edinburgh, Kirkham, Batley & Dorset and our HQ in St Pauls. Together, we employ circa 4,000 amazing colleagues across all our locations.

Whilst we know that we have delicious products we also know that that the key ingredient to our success is our people, and the passion we have for our brands. You could be the jammy to our dodger, party ring to our Fox’s or the choc-chip to our Maryland?! We knead people with innovative ideas, an entrepreneurial spirit, and the commitment to drive FBC UK to success.

We are committed to building an inclusive workforce that feels empowered to build a fulfilling and successful career. By embracing diversity, equity, and inclusion (DEI) we create a supportive environment for people to thrive and strive to have more positive impact.

We understand that having formal and on-the-job learning opportunities is key to our colleagues’ professional and personal growth. We are committed to providing an environment where everyone can learn from each other and grow through a variety of learning experiences.

Our colleagues make our business special. With strong community values, we believe FBC UK is a more prosperous and fun place to work when people feel free to be themselves. We believe in the power of being authentic, entrepreneurial and supporting each other whilst meeting our business goals.

About the Role

As part of FBC UK's local IT support team, based at Head Office, you will provide day-to-day IT support to business users, helping them make effective use of technology and ensuring minimal disruption to business operations. You will work closely with the wider IT team, Service Desk, technical specialists, and business stakeholders to deliver effective IT services across all UK locations. The role includes resolving incidents and service requests, supporting departmental projects, and contributing to the delivery of reliable, customer-focused IT support.

Main Responsibilities

• Provide IT support to Head Office users through face-to-face, Teams, and email interactions, ensuring the effective operation of IT services and minimal disruption to business activities.
• Deliver a high standard of customer-focused IT support, taking ownership of incidents and service requests from initial contact through to resolution. Act as an approachable and trusted point of contact for users, building strong working relationships through excellent communication and a proactive attitude.
• Take ownership of incidents and service requests, ensuring issues are appropriately resolved, escalated, or assigned to internal teams and third-party support partners as required.
• Monitor and progress incidents through to resolution, working with internal and external support providers to ensure timely updates and delivery within agreed service level agreements (SLAs).
• Support and educate users in the effective use of audio-visual and conferencing equipment, enabling them to become confident, self-sufficient users while ensuring a high-quality meeting and collaboration experience.
• Complete daily operational tasks, support activities, and administrative duties as agreed with the Local Infrastructure Manager, ensuring work is delivered accurately, efficiently, and in line with departmental priorities and objectives.
• Coordinate and deliver user onboarding and provisioning activities, ensuring user accounts, laptops, mobile devices, and associated equipment are prepared, configured, and issued in line with business requirements and IT standards.
• Ensure end-user IT assets are accurately tracked throughout their lifecycle, with all allocations, transfers, returns, and disposals recorded within the asset management system.
• Coordinate hardware replacement and repair activities, liaising with suppliers and service providers to ensure timely resolution of equipment issues.
• Install, configure, and support approved software and applications on end-user devices, ensuring all deployments comply with IT standards, security policies, and business requirements.
• Assist with the procurement, provisioning, and distribution of mobile devices, including the administration of changes, upgrades, and replacements.
• Exercise discretion when working with confidential and commercially sensitive information.

Who we are looking for

• 2 or more years of experience working in an IT Support or similar role
• Can work independently as well as communicate effectively with the wider team
• Working within a team to deliver projects
• Support core on-site working days at Head Office by attending on Monday, Tuesday and Thursday, with flexibility to adjust these days where required to meet business needs.
• Flexibility to travel between sites as and when required

Diversity Statement

FBC UK is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at FBC UK. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.