At a Glance
- Tasks: Provide Tier 2 technical support for cloud-based training solutions and live production systems.
- Company: Join Raytheon UK, a leader in defence technology with a collaborative culture.
- Benefits: Enjoy a 37-hour work week, generous holiday, and flexible benefits.
- Other info: Hybrid role with excellent career growth and a focus on teamwork.
- Why this job: Make a real impact supporting the British Army's training through innovative tech.
- Qualifications: Experience in Tier 2 support and strong ITIL knowledge required.
The predicted salary is between 35000 - 45000 £ per year.
Raytheon UK is searching for a Tier 2 Support Engineer (ITIL) to join our OMNIA® Training team in Warminster, Wiltshire. The role is hybrid, requires SC clearance, and is part of a high‑impact, collaborative environment focused on delivering collective training for the British Army.
Key Responsibilities
- Provide Tier 2 technical support for live production systems, training solutions, and business applications operating within cloud‑based platforms.
- Investigate and resolve incidents escalated from Tier 1 support, ensuring resolution within agreed SLAs.
- Troubleshoot issues across infrastructure, applications, container platforms, and supporting services.
- Support incident, problem, and change management activities in accordance with ITIL service management practices.
- Monitor system performance and operational health using monitoring and observability platforms.
- Support patching and vulnerability remediation activities to maintain system security and compliance.
- Assist with deployment, configuration, and validation of updates delivered through CI/CD pipelines.
- Maintain accurate incident records, technical documentation, and knowledge‑base articles.
- Work closely with engineering and DevOps teams to support root‑cause analysis and permanent fixes for recurring issues.
- Contribute to service improvement initiatives by identifying operational risks and system reliability issues.
Essential Skills and Experience
- Proven experience providing Tier 2 or advanced technical support within enterprise IT or operational environments.
- Experience working with service management platforms (e.g. ServiceNow, Jira Service Management, ServiceDesk Plus).
- Strong understanding of ITIL service management practices including incident, problem, and change management.
- Experience troubleshooting complex issues across infrastructure, cloud platforms, and applications.
- Experience supporting cloud environments such as Azure or AWS.
- Experience supporting containerised platforms and orchestration technologies (e.g. Kubernetes, Docker or OpenShift).
- Experience supporting patching and vulnerability management activities within operational systems.
- Familiarity with monitoring and observability tools (e.g. Prometheus, Grafana, ELK stack).
- Ability to perform root‑cause analysis and coordinate resolution across technical teams.
- Strong documentation, communication, and stakeholder engagement skills.
- ITIL Foundation certification (or willingness to obtain).
- Holds or is eligible for UK Security Clearance (SC).
Desirable Skills and Experience
- Experience supporting modelling and simulation platforms, particularly Live, Virtual, and Constructive (LVC) training environments.
- Experience working within defence, government, or regulated engineering programmes.
- Experience with application containerisation (Kubernetes, Docker).
- Experience with system monitoring (Prometheus, Grafana, ELK, Kibana).
- Experience with Red Hat OpenShift.
- Experience supporting applications within complex system or platform environments.
- Understanding of DevOps or DevSecOps environments and support practices.
Benefits
- 37hr working week with early finish Fridays.
- 25 days holiday + statutory public holidays.
- Opportunity to buy and sell up to 5 days and up to 5 paid days volunteering.
- 10.5% company pension contribution with 6% employee contribution.
- Annual company bonus scheme (discretionary) six times salary.
- Life Assurance with pension.
- Flexible Benefits scheme with extensive salary sacrifice options (Health Cashplan, Dental, Cycle to Work, etc.).
- Enhanced sick pay.
- Enhanced family friendly policies including enhanced maternity, paternity & shared parental leave.
Additional Information
Formal offers to successful candidate will be conditional upon award.
Equal Employment Opportunity: RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, colour, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.
Tier 2 Support Engineer in Warminster employer: Prattwhitney
Raytheon UK is an exceptional employer, offering a dynamic and collaborative work environment in Warminster, Wiltshire, where you can make a meaningful impact on the training solutions for the British Army. With a strong focus on employee growth, we provide extensive benefits including a generous pension scheme, flexible working options, and opportunities for professional development, ensuring that our team members thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Tier 2 Support Engineer in Warminster
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those already working at Raytheon UK. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your ITIL knowledge and technical skills. We want to see you shine when discussing incident management and troubleshooting!
✨Tip Number 3
Show off your problem-solving skills! Be ready to share examples of how you've tackled complex issues in previous roles. We love hearing about real-life experiences!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate candidates like you!
We think you need these skills to ace Tier 2 Support Engineer in Warminster
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with Tier 2 support and ITIL practices. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Show Off Your Technical Skills:When detailing your experience, focus on the technical skills mentioned in the job description, like cloud platforms and container technologies. We love seeing candidates who can troubleshoot complex issues and have hands-on experience with tools like Azure or Kubernetes.
Keep It Clear and Concise:Your application should be easy to read and straight to the point. Use bullet points for your skills and experiences, and make sure to proofread for any typos. We appreciate clarity and professionalism in your written communication!
Apply Through Our Website:We encourage you to submit your application through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Prattwhitney
✨Know Your ITIL Inside Out
Since the role requires a strong understanding of ITIL service management practices, make sure you brush up on incident, problem, and change management. Be ready to discuss how you've applied these principles in your previous roles, as this will show your practical knowledge.
✨Showcase Your Troubleshooting Skills
Prepare to share specific examples of complex issues you've resolved in cloud environments or with container platforms. Highlight your thought process and the tools you used, like Prometheus or Grafana, to monitor system performance and troubleshoot effectively.
✨Familiarise Yourself with the Tools
Get comfortable with the service management platforms mentioned in the job description, such as ServiceNow or Jira Service Management. If you have experience with them, be ready to discuss how you've used these tools to manage incidents and improve service delivery.
✨Engage with the Team Spirit
This role is all about collaboration, so be prepared to talk about how you've worked with engineering and DevOps teams in the past. Share examples of how you contributed to root-cause analysis and service improvement initiatives, showcasing your ability to work well in a team.
