VIP IT Support Engineer

Job Specification – VIP Support Analyst

IR35 Status:
Inside IR35

Security

Clearance Required:

BPSS

Location:

Warrington (Full‑time onsite with travel to other Amentum locations as required)

Working Pattern: 40 hours per week, Monday to Friday

Shift / On‑Call Requirement:
Possible on‑call support during periods of business demand

Expenses:
Travel and accommodation covered when travelling to other sites

We are seeking a highly professional, customer‑focused VIP Support Analyst to join the International IT Service Desk team. This role provides high‑priority, white‑glove IT support to senior leadership, VIP users, and key business stakeholders, ensuring a seamless, responsive and discreet technology experience.

• Provide dedicated, high‑touch IT support to senior leadership, VIP users and key business stakeholders, delivering a professional, discreet and responsive service.
• Act as a trusted point of contact for VIP incidents, service requests and escalations, ensuring timely prioritisation, ownership and resolution aligned to business expectations.
• Deliver L1–L3 support across Windows devices, Microsoft
  365, enterprise applications, identity and access management, printing services, mobile devices, networking, telephony and collaboration technologies.
• Manage incidents and service requests using the Service Now ITSM platform, maintaining accurate records, clear user updates and adherence to SLAs and ITIL best practice.
• Provide onsite and field‑based support across Warrington and other Amentum sites, including executive‑facing support for meetings, events and business‑critical activities.
• Support meeting room technologies including Microsoft Teams Rooms, AV equipment, video conferencing and unified communications solutions.
• Diagnose and resolve hardware and software issues, including device swaps, laptop builds, mobile device configuration, onboarding/off‑boarding activities and technology refresh programmes.
• Provide local hands‑and‑eyes support for second‑line, third‑line and external support partners during implementation, troubleshooting and service restoration activities.
• Collaborate with Service Desk, project teams, Business Relationship Managers, Facilities and Security teams to ensure continuity of service and smooth introduction of new or changed services.
• Produce and maintain knowledge articles, procedures, user guides, bite‑size learning videos and training materials to improve user adoption and self‑service capability.
• Identify opportunities for service improvement, automation and enhanced user experience.
• Maintain accurate stock and asset management records and support compliance with organisational standards and IT security policies.
• Support IT security incidents, project delivery activities and operational improvement initiatives as required.
• Work flexibly within a fast‑paced environment, including occasional extended hours and travel to support business requirements.

• Excellent customer service and stakeholder management skills, with experience supporting senior leaders and VIP users.
• Strong troubleshooting capability across Windows operating systems, Microsoft
  365, standard enterprise applications, end‑user hardware and identity and access services.
• Experience using ITSM platforms such as Service Now, including incident, request, escalation and SLA management.
• Good understanding of collaboration technologies including Microsoft Teams Rooms, AV solutions, telephony and video conferencing platforms.
• Strong analytical, troubleshooting and problem‑solving capability with the ability to work effectively under pressure.
• Experience using SharePoint, Power Automate, Power Apps, Power
  
  BI and chatbot technologies.
• Experience creating digital learning content including guides, videos and user training materials.
• Working knowledge of Active Directory, SCCM, Microsoft Intune, Microsoft Azure and networking fundamentals.
• Ability to explain technical concepts clearly to non‑technical users.
• Self‑motivated, proactive, resilient and solutions‑oriented with strong ownership and accountability.
• Willingness to travel between sites and support onsite activities where required.