Service Support Engineer

The Service Support Engineer plays a key role in keeping IBHL's people productive and its technology running reliably across a global estate of six distilleries and multiple corporate locations.

The role owns the resolution of incidents and service requests end-to-end — from first contact through diagnosis, fix, and follow-up — across the full breadth of the group's infrastructure, applications, and end-user computing environment.

There is no rigid tiering: the role holder is expected to pick up and resolve issues at any level of complexity, escalating to specialists or vendors only where genuinely required.

Main Responsibilities

Incident & request resolution: Own incidents and service requests end-to-end — triaging, diagnosing, and resolving issues across end-user computing, infrastructure, and applications, ensuring issues are resolved within agreed SLAs and documented accurately in the ITSM tool.

Root-cause analysis...