IT Support Engineer

Overview

In this role you will deliver a superior digital workplace experience across McLaren Automotive sites, combining VIP IT support with proactive service delivery and collaboration with external partners. You’ll own VIP incident resolution, coordinate communications, and help elevate end-user experience through AV maintenance, security awareness, and AI-enabled processes. You will work closely with cross-functional teams to ensure IT enables business performance and trusted, timely support. This is a hands-on, customer-centric position at a renowned automotive innovator with global reach.

Pay / Benefits

• Structured career development framework
• 25 days’ holiday plus bank holidays
• Enhanced company pension
• Discretionary annual bonus
• Private medical insurance and health cash plan
• Life assurance benefit

Responsibilities

• Own day-to-day VIP incident and request resolution with 1st/2nd line support
• Expedite high-priority issues and communicate progress clearly
• Provide face-to-face and remote onboarding support for VIPs
• Set clear expectations with VIPs and ensure alignment with service goals
• Support escalations by coordinating with IT partners, resolver teams, vendors and third parties
• Collaborate with IT partners to identify opportunities for knowledge quality improvements and reduced repeat incidents
• Maintain and update tickets and performance data via Ava
• Meet SLAs, OLAs and KPIs defined by senior management
• Build relationships with stakeholders and VIPs to position IT as a business enabler
• Visit other McLaren sites to support IT issues
• Maintain and enhance on-site AV and meeting rooms, including basic setup testing and liaising with executives and vendors

Key requirements

• IT environment knowledge
• Experience with Windows, Microsoft 365, AD, Azure
• MacOS, iOS and mobile device support
• Basic networking knowledge
• AV systems support (Cisco, Logitech, Poly)
• Printer support (Toshiba, Canon, Papercut)
• Decision making and escalation when needed
• Ability to work independently or in a team
• Ability to work under pressure and meet deadlines
• Good reporting and analytical skills
• Awareness of AI/automation in IT support, data privacy and cybersecurity

• Excellent customer facing/service orientation
• Strong written and verbal communication
• Ability to work under pressure and meet deadlines
• Microsoft Windows
• Microsoft 365
• Active Directory

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