Sr. IT Support Engineer

Teledyne FLIR · Saint Asaph

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Teledyne Technologies Incorporated provides enabling technologies for industrial growth markets that require advanced technology and high reliability. These markets include aerospace and defense, factory automation, air and water quality environmental monitoring, electronics design and development, oceanographic research, deepwater oil and gas exploration and production, medical imaging and pharmaceutical research.​

We are looking for individuals who thrive on making an impact and want the excitement of being on a team that wins.

Job Description

Company and Team:
Teledyne Qioptiq designs and manufactures high-performance electro-optic products for demanding defence, aerospace and commercial applications across land, air, sea and space environments. IT Shared Services provides enterprise technology services and solutions across a diverse group of Teledyne businesses.

Role Purpose:
The Senior IT Support Engineer provides advanced, hands-on support across end-user, infrastructure and business applications. The role acts as a local technical escalation point, owning IT support related incidents through to resolution, supports secure and compliant operations, and contributes to technology refresh, deployment and business improvement projects. The role would suit an experienced IT professional who is comfortable working across traditional 1st, 2nd and 3rd line boundaries, particularly in a manufacturing environment.

Key Responsibilities:

Service and technical support

• Provide responsive on-site and remote support for incidents and service requests, taking ownership through resolution or effective escalation.
• Diagnose issues across Windows endpoints, Microsoft 365, networks, servers, mobile devices, printers, peripherals and meeting-room technology.
• Act as an escalation point for the Service Desk and coach colleagues through troubleshooting, root-cause analysis and knowledge transfer.
• Manage the smooth onboarding and offboarding of employees.
• Maintain clear ticket updates, customer communications, technical records, support procedures and knowledge articles.

Endpoint, identity and infrastructure

• Administer Windows 10/11 devices and support Microsoft 365 services, including Outlook, Teams, SharePoint and OneDrive.
• Perform delegated administration in Active Directory, Group Policy and Microsoft Entra ID, including users, groups, devices, permissions and security controls.
• Support device builds, software packaging and deployment, patching, endpoint management and compliance with enterprise standards.
• Work with remote infrastructure teams to support Windows Server, file permissions, backups, switches, wireless access points, VPN, DNS, DHCP, firewalls, comms rooms and local racks.

Security, compliance and operational resilience

• Respond to endpoint security alerts and support cyber incident, vulnerability remediation and access-control activities.
• Complete assigned audit and control evidence, including SOX-related activities, accurately and on schedule.
• Operate in accordance with company IT standards, information-security requirements, health and safety rules and site procedures.
• Support backup verification, disaster-recovery readiness and corrective actions where requested.

Applications, manufacturing and projects

• Support local business applications such as CAD, time and attendance, environmental monitoring and shop-floor systems, escalating to application owners where appropriate.
• Contribute to refresh, migration, deployment, facility-change and software implementation projects while maintaining day-to-day service.
• Identify recurring issues and improvement opportunities, using data, customer feedback and root-cause analysis to strengthen service quality.
• Maintain safe, orderly IT spaces and provide practical support in office and manufacturing areas, including occasional physical equipment moves and rack patching.

Person specification:

Essential experience and knowledge

• 5 – 10 years’ progressive IT support experience, including substantial 2nd-line work and exposure to 3rd-line or infrastructure activities.·  
• Proven delivery of high-quality support to enterprise users, both in person and remotely, with ownership of complex incidents.·  
• Strong Windows 10/11, Microsoft 365, Active Directory, Group Policy and Microsoft Entra ID knowledge.·  
• Practical understanding of endpoint management, application deployment, patching and device compliance.·  
• Sound networking knowledge, including TCP/IP, DNS, DHCP, Wi-Fi, VPN and basic firewall concepts.·  
• Working knowledge of Windows Server, virtualisation, file services, permissions and backup monitoring.  
• Experience with an ITSM platform such as ServiceNow and disciplined use of incident, request, change and knowledge processes. 
• Ability to document technical procedures, interpret policies and audit requirements, and work effectively where the solution is not fully prescribed. 
• Strong customer communication, prioritisation, problem-solving and root-cause analysis skills.

Desirable experience

• Manufacturing, engineering, aerospace or defence-sector IT support.
• CAD, time and attendance, environmental monitoring or operational/manufacturing technology support.
• SOX controls, vulnerability remediation, Cyber Essentials or comparable compliance activity.
• PowerShell scripting, awareness of Microsoft Azure or similar cloud services.
• Mentoring or coaching colleagues and contributing to continual service improvement.

Qualifications

• Relevant practical experience is more important than a specific qualification. However, and understanding of ITIL processes and some industry standard qualifications such as Microsoft, CompTIA or similar would be advantageous.

Personal Attributes:

• Calm, accountable and service-focused, with clear written and verbal communication.

• Proactive and self-directed, while collaborating effectively within a virtual, multi-disciplinary IT team.

• Highly organised, able to balance planned project work with changing operational priorities.

• Curious and adaptable, with a commitment to continuous learning and safe working.

• Willing and able to travel to other UK sites and provide occasional out-of-hours support.

Working Environment:

• The role is primarily site-based and includes office, server/comms-room and manufacturing-floor work. Manufacturing locations may be noisy and contain machinery, chemicals or dusty equipment areas. The postholder must follow all site health, safety, security and access requirements and use appropriate equipment and controls.

Benefits We Offer:

• Salary sacrifice-led pension plan that matches employee contributions up to 6%.
• Employee Stock Purchase Plan.
• Free life assurance cover at the value of eight times basic annual salary.
• Salary sacrifice Electric & Hybrid Vehicle car scheme
• 26 days holiday per annum, plus bank holidays.
• Holiday purchase scheme which enables employees to purchase an additional 5 days worth of annual leave each year.
• Option to join medical cash plan (MediCash)
• Internal reward and recognition scheme linked to internal benefits platform.
• Employee Assistance Programme. 
• Comprehensive wellbeing programme that supports employees with their physical, mental and financial health, as well as their cultural/environmental wellbeing.
• Competitive employee discounts platform that provides employees with discounts with leading brands/retailers.
• Cycle to Work scheme.
• Subsidised canteen
• Company sick pay. 
• Learning and development opportunities
  

Teledyne and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for making innovative sensing solutions.

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