Regional Infrastructure Support Engineer in Corby

RS Group is seeking an experienced Infrastructure Support Engineer to join our permanent team. This role is responsible for providing technical support for local IT systems where RS is accountable and where no other primary support partner exists.

You will act as the on-site point of contact, coordinating the delivery of technology services with internal teams and external service providers. You’ll also be the local escalation point for incident resolution, request fulfilment, and change implementation, ensuring a high level of service to the business.

Key areas of focus include day-to-day system support—primarily warehouse and local business systems, networks, platforms, and telephony—as well as service desk escalations, change management, and urgent incident and problem resolution.

What you’ll be doing

• Act as the named local point of contact for technical enquiries and escalations
• Provide support for all local IT systems not supported by third-party providers (e.g. warehouse systems, business applications, networks, and telephony)
• Ensure business users receive effective support for escalations, urgent incidents, and requests
• Manage customer expectations regarding issue resolution and request delivery
• Maintain a strong customer-service focus in decision-making
• Handle a diverse range of tasks and priorities in a complex service delivery environment
• Work closely with business stakeholders and third-party partners to resolve issues and turn challenges into opportunities
• Identify service delivery issues and define cost-effective solutions aligned with business strategy
• Drive continuous service improvement for assigned business users
• Take ownership of short-term issues to protect service quality
• Support the rollout of new services, clearly communicating changes internally and externally
• Review, monitor, and report on agreed Service Level Agreements (SLAs)
• Raise requisitions and orders and support the setup of local support and equipment supply agreements
• Reconcile payments and validate invoices for local supplies and services
• Communicate complex technical issues in clear, audience-appropriate language

About you

You are a customer-focused IT professional who thrives in a fast-paced environment. You’re confident managing incidents, communicating with stakeholders at all levels, and taking ownership of issues through to resolution. You’re comfortable balancing operational demands with continuous improvement and can remain calm, focused, and decisive under pressure. You enjoy working collaboratively with both technical teams and business partners and are proactive in identifying opportunities to improve service quality and efficiency.

What you’ll need

• Strong experience in technical Major Incident and Problem Management
• Hands-on experience applying ITIL Service Management disciplines
• Excellent customer-facing and customer service skills
• Ability to work under pressure and meet tight deadlines
• Flexibility to work out of hours as required, including participation in an on-call rota
• A genuine passion for service improvement
• Solid understanding of Incident, Problem, Change, Configuration, and Request Management processes
• Ability to think clearly and make sound decisions in high-pressure situations
• Strong capability to translate technical information into clear business language
• Ability to assess business impact through effective stakeholder engagement
• Confidence in driving third-party providers toward service restoration
• Strong verbal and written communication skills
• Ability to instil confidence in stakeholders that issues are being effectively managed

The extras you’ll get

At RS, as well as the usual employee benefits you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we’ve just introduced a number of new Family Friendly Policies including:

• Help for people to take control of ongoing health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation
• Support for neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post-diagnostic support for autism spectrum, ADHD and Tourette’s syndrome
• Support for women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause
• Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery and gender confirmation surgery
• Additions to fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.

We are RS. At RS we’ve been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.

Our purpose? Making amazing happen for a better world. We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.

We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. That’s exactly how we partner with people – our customers, suppliers, colleagues, and communities – to solve problems.

We’ll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible, and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do.

Come and join us and we’ll help you to think big, do more, and unleash your brilliance, so you do amazing things too.