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. Where necessary, the role works with McLaren's external IT Support partners. The role will act as an ambassador for IT service delivery to McLaren VIPs, setting clear expectations, coordinating communication and ensuring a consistently high-performing support experience. What You'll Do

• 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. Maintaining and enhancing 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.
  
  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 to achieve the required support levels.
• 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, including prompt writing, knowledge article improvement, ticket summarisation, trend analysis and productivity enhancement, with a clear understanding of data privacy, cyber security and human validation requirements.
  
  No restraints. No limitations. We don't simply push boundaries. We completely rethink them. McLaren Automotive exists to create breath-taking performance road cars.
It takes a community to do what we do. A diverse group of people with many areas of expertise, united by their passion to deliver visionary products and set new benchmarks. McLaren Automotive commits to equal opportunity for all. Diversity, Equality and Inclusion is at the heart of our impact, it drives our innovation and enables us to truly create something special. Join us on our journey.

What We'll Do for You We offer a wide - ranging benefits package, which includes:
• Structured career development framework
• 25 days' holiday, plus bank holiday. Annual buy & sell up to five days
• 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 you can adapt 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