IT Support Engineer

About AMS

Who are Advanced Medical Solutions? When we say we're a world leading independent developer and manufacturer of innovative and technologically advanced products for the global advanced wound care, wound closure and surgical markets, it's true. But we're much more than that... AMS is a world-leading independent developer and manufacturer of innovative tissue-healing technology, focused on quality outcomes for patients and value for payers. AMS has a wide range of surgical products including tissue adhesives, sutures, haemostats, internal fixation devices and internal sealants, which it markets under its brands LiquiBand, RESORBA, LiquiBandFix8, LIQUIFIX and Seal-G. AMS also supplies wound care dressings such as silver alginates, alginates and foams through its ActivHeal brand as well as under white label. Since 2019, the Group has made five acquisitions: Sealantis, an Israeli developer of innovative internal sealants; Biomatlante, a French developer and manufacturer of surgical biomaterials, Raleigh, a leading UK coater and converter of woundcare and bio-diagnostics materials, AFS Medical, an Austrian specialist surgical business, and Connexicon, an Irish tissue adhesives specialist. AMS's products, manufactured in the UK, Germany, France, the Netherlands, the Czech Republic and Israel, are sold globally via a network of multinational or regional partners and distributors, as well as via AMS's own direct sales forces in the UK, Germany, Austria, the Czech Republic and Russia. The Group has R&D innovation hubs in the UK, Ireland, Germany, France and Israel. Established in 1991, the Group has more than 800 employees.

AMS provides equal employment opportunities for all applicants. We highly value and encourage diversity across our workforce meaning that no one will be discriminated against because of their gender, race, age, nationality, disability, or any other protected characteristic as prohibited by law.

We are currently recruiting for a 2nd Line IT Support Engineer, to join us at our Winsford Head Office. As a Second-Line Support Technician you'll play a crucial role in our IT department, offering advanced technical support throughout the group. You will have a solid foundation in IT support with proven experience in a second-line role or equivalent covering a broad range of technologies including various operating systems, network configurations, and software applications. This is a great opportunity for someone who has the willingness to grow and develop within a global company; the role involves supporting multiple sites across the group with requirements to travel to other sites.

Key Responsibilities:

• Provide second-line support for more complex queries that have escalated from the first-line team.
• Troubleshoot software, hardware, and network issues.
• Log and track issues using IT support ticketing systems, ensuring all problems are resolved in a timely and efficient manner.
• Collaborate with the wider IT team to resolve complex issues.
• Develop and maintain IT documentation and procedures.
• Train and support users on new and existing IT systems and procedures.
• Participate in IT projects as required.
• Work to company defined SLA’s & KPI’s.

What we're looking for:

• Minimum 5 GCSE Grades (C and above) or equivalent, including Maths and English.
• Proven experience in a second-line or similar technical support role.
• Strong understanding of IT principles and an ability to communicate complex concepts to non-technical users.
• Experience troubleshooting Windows, networking issues, and a variety of software applications.
• Familiarity with ITIL practices would be advantageous.
• Familiarity with IT support ticketing systems.
• Excellent problem-solving skills and a methodical approach to issue resolution.
• Strong communication and interpersonal skills, with an emphasis on providing excellent customer service.
• A team player with a proactive attitude and the ability to work independently.