Workplace And Application Support Engineer

Workplace & Applications Support Engineer

The Workplace & Applications Support Engineer is an experienced professional responsible for delivering high-quality, customer-focused IT support across the plant and end user computing estate and selected local business applications. Reporting into the Regional IT Operations function, this on-site role provides 1st and 2nd line support, technical escalation, and coordination with outsourced partners to ensure a consistent and efficient service experience within the assigned region.

The role supports all aspects of the digital workplace, including device provisioning, configuration, end user infrastructure, collaboration tools, and locally hosted or managed ERP and line of business applications. The engineer will also contribute to continuous improvement, knowledge sharing, and local execution of global IT initiatives, while ensuring compliance with IT policies and operational standards. Ad-hoc travel to other company sites may be required to support service continuity and regional collaboration.

Accountabilities:

• Deliver 1st and 2nd line support across workplace technologies including laptops, desktops, printers, mobile devices, and collaboration tools.
• Provide operational support for local ERP or line of business applications, including patching, upgrades, user support, and coordination with vendors.
• Liaise with application owners and business stakeholders to understand support requirements and ensure smooth day-to-day operation of local applications.
• Ensure compliance with vendor contracts and participate in license management or renewal processes where applicable.
• Contribute to application lifecycle planning by coordinating with global teams or enterprise architects on upgrades, replacements, or decommissioning.
• Act as a point of escalation for complex or unresolved end-user incidents, collaborating with global IT support teams and outsourced providers as needed.
• Install, configure, and maintain hardware and approved software applications in line with defined standards and processes.
• Support office infrastructure including LAN connectivity, desktop peripherals, security cameras, badge access devices, and video conferencing endpoints.
• Monitor and manage local ticket queues to ensure SLAs and KPIs are met; support accurate incident categorization and resolution.
• Participate in major incident response and bridge calls, providing hands-on technical support as required.
• Maintain local IT inventory, manage stock levels, and ensure asset data is accurately maintained in the CMDB.
• Coordinate local execution of global IT rollouts, upgrades, and service changes to minimize user disruption.
• Collaborate with Workplace Support Engineers in other regions to share knowledge, align on best practices, and ensure consistent, high-quality support for end users globally.
• Develop subject matter expertise in specific workplace technologies, applications, or services to provide regional leadership and deep-dive support in those areas.
• Deliver high-quality end user experiences and provide proactive, customer-focused communication.
• Support development of technical documentation, SOPs, and knowledge articles relevant to the local environment.
• Identify and propose service improvements that increase the efficiency or quality of end user support.

Build effective relationships with peers, users, and business stakeholders to enable seamless IT operations.

Skills and Experience:

• Significant proven experience in IT support or workplace services, preferably in a complex, global or manufacturing environment.
• Experience supporting local business applications and ERP systems, including operational troubleshooting, patching, and vendor engagement.
• Understanding of application lifecycle management including deployment, maintenance, and retirement.
• Proficiency in supporting Microsoft-based end user environments including Office 365, Windows OS, Active Directory, Autopilot, Intune, and SCCM.
• Familiarity with endpoint management and remote support tools such as Intune, ServiceNow, and TeamViewer.
• Solid understanding of ITIL-based service management practices; experience in an ITIL-aligned organization preferred.
• Demonstrated ability to install, configure, and troubleshoot hardware including laptops, desktops, printers, and mobile devices.
• Strong customer service orientation with the ability to manage priorities, adapt to dynamic environments, and handle challenging support scenarios.
• Excellent interpersonal and communication skills; capable of working with both technical and non-technical users.
• Experience creating or maintaining documentation including SOPs, support guides, or knowledge articles.
• Collaborative mindset with the ability to work effectively within a globally distributed team.
• Flexible and responsive to occasional out-of-hours needs or site-specific activities.

Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.