The Role
Provide first-line IT support across office and manufacturing environments, resolving tickets involving accounts, devices, software, hardware, Microsoft 365, and peripherals. Configure and deploy devices using Intune and Autopilot, maintain asset and CMDB records, support onboarding, document solutions, and escalate complex issues. Provide remote support to other sites and occasional on-site assistance. The role offers structured progression into second-line, third-line, or infrastructure work.
Summary Generated by Built In
Plessey is growing fast, and our IT team needs to scale with it. We’re looking for a 1st Line IT Infrastructure Support Engineer to be the primary point of contact for day-to-day IT support across the business.
This is first and foremost a 1st line role, with a genuine, structured progression path into 2nd line and, ultimately, 3rd line or specialist infrastructure work as you build your skills and experience.
You’ll own the day-to-day ticket volume, covering account issues, device setup, and software and hardware problems, while freeing the wider team to focus on infrastructure and project work. As you develop, you’ll take on more complex 2nd line diagnostics, with a clear route towards 3rd line and project-focused work.
Based on-site at our manufacturing facility, you’ll work closely with production, engineering and business stakeholders across the FAB. IT supports both standard office systems and equipment on the production floor, so you’ll need to understand how downtime and access constraints in a manufacturing environment differ from a typical office setting. You’ll also support other Plessey offices remotely, with occasional travel where on-site support is needed.
You’ll need good working knowledge of the Microsoft ecosystem, along with the tools and systems that underpin day-to-day IT support. You’ll also play an active role in maintaining accurate IT asset records and be a visible, stakeholder-facing presence for IT across the business.
Key Responsibilities
- Log, triage and resolve 1st line IT tickets, calls and walk-ups, meeting agreed SLAs.
- Provide first-line support for user accounts, permissions, Microsoft 365, Windows/Mac devices, software, printers, AV and mobile devices.
- Set up, configure and deploy end-user devices using tools including Microsoft Intune and Autopilot.
- Support IT systems and end-user devices across the manufacturing floor, working within FAB access, safety and environmental requirements.
- Act as the on-site IT point of contact for manufacturing, engineering and business stakeholders, understanding the operational impact of IT issues in a production environment.
- Maintain accurate IT asset and CMDB records throughout the full device lifecycle, supporting audits, warranties, licences and compliance.
- Provide remote 1st line support to other Plessey sites, with occasional travel for hands-on support, equipment setup and planned work.
- Maintain clear support documentation and knowledge articles, escalating more complex issues to 2nd/3rd line with complete diagnostic notes.
- Support onboarding for new starters, including account setup, device provisioning and IT inductions.
- Follow IT security policies and best practice, including patching, password management and safe handling of company data.
- Identify recurring issues and opportunities to improve IT support as the business grows, feeding these back to the IT Manager.
- Develop your technical skills and take on increasing 2nd line responsibilities, with progression towards 3rd line or specialist infrastructure work.
Skills, Knowledge and Expertise
- Proven experience in a 1st line IT support or service desk role.
- Strong working knowledge of Windows and Mac operating systems.
- Working familiarity with Microsoft Intune, or a comparable MDM platform, and a willingness to build deeper expertise.
- Working knowledge of Active Directory and Microsoft 365 (user accounts, mailboxes, permissions).
- Understanding of core networking concepts (DHCP, DNS, Wi-Fi, VPN).
- Confident, professional communicator, comfortable working directly with stakeholders across a manufacturing/engineering environment.
- Well-organised, able to manage high ticket volumes and competing priorities.
- Genuine interest in progressing beyond 1st line into 2nd line, and ultimately 3rd line or specialist infrastructure work.
Advantage
- Some exposure to 2nd line diagnostic work already (for example, network troubleshooting or application-level issues).
- Experience maintaining or contributing to IT asset management processes.
- Experience supporting IT in a manufacturing, FAB, or similarly regulated production environment.
- Experience with ManageEngine ServiceDesk Plus or a similar ITSM tool.
- Basic scripting knowledge (PowerShell or similar) for repeatable tasks.
- Relevant certifications (CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or similar).
Benefits
- Pension scheme
- Private medical & dental insurance
- 28 days’ holiday + bank holidays
- Free onsite meals
- Onsite gym
About
About PlesseyWe’re building the hardware foundation for next-era computing.Plessey is a world-leading technology company driving the next generation of photonic devices and systems. With over 70 years of innovation, we combine research, materials science, process engineering, and manufacturing under one roof. We’re recognised as a global authority in microLED displays, optical computing, and optical interconnects.Join us to work on breakthrough technologies shaping the future of light-based technology and computing.LeadWe don’t follow industry trends; we create them, pushing boundaries and setting standards others aspire to. Every team member has the power to make decisions, drive change, and deliver excellence. We support each other, challenge one another for the best solutions, and lead by example. Together, we build industries and technologies that shape the future and scale toward our vision of the next era of computing.GrowWe expand our capabilities every day — deepening our expertise, improving how we work, and pushing the boundaries of what’s possible. Curiosity fuels us: we question assumptions, explore new ideas, and innovate with light-based technologies. By investing in and empowering our people, we strengthen Plessey’s impact and help shape the future of optical technology.TrustWe operate like a family—honest, reliable, and supportive. We have each other’s backs, own our actions, and uphold the highest standards of integrity and safety. We trust each other to deliver, our customers to challenge us, and our expertise to guide the way. Together, trust enables the collaboration essential for breakthrough innovation and lasting impact.
Skills Required
- Proven experience in a first-line IT support or service desk role
- Strong working knowledge of Windows and Mac operating systems
- Working familiarity with Microsoft Intune or a comparable MDM platform
- Working knowledge of Active Directory and Microsoft 365, including user accounts, mailboxes, and permissions
- Understanding of DHCP, DNS, Wi-Fi, and VPN networking concepts
- Professional communication skills and comfort working with manufacturing and engineering stakeholders
- Ability to manage high ticket volumes and competing priorities
- Interest in progressing from first-line support into second-line and infrastructure work
- Exposure to second-line diagnostics, such as network troubleshooting or application-level issues
- Experience maintaining or contributing to IT asset management processes
- Experience supporting IT in a manufacturing, FAB, or regulated production environment
- Experience with ManageEngine ServiceDesk Plus or a similar ITSM tool
- Basic PowerShell or similar scripting knowledge
- CompTIA A+, Network+, Microsoft Certified Modern Desktop Administrator, or similar certification
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The Company
What We Do
Plessey is a UK-based technology company specializing in the design and manufacturing of advanced microLED display solutions. They utilize a proprietary GaN-on-Silicon platform to produce high-performance, high-density RGB pixel arrays for applications in Augmented Reality (AR), Virtual Reality (VR), and other head-mounted display systems. The company operates integrated manufacturing facilities in Plymouth, England, focusing on the next generation of photonic technologies for computing and display engines.
