Tier 2 Support Engineer

Date Posted:

2026-05-19

Country:

United Kingdom

Location:

Warminster, Wiltshire

Position Role Type:

Hybrid

Raytheon UK is searching for a Tier 2 Support Engineer (ITIL) to join our OMNIA® Training team. 

As a Tier 2 Support Engineer (ITIL), you will be critical to the successful delivery of the programme, collaborating within matrix organisation, with multi-disciplinary teams within Engineering

OMNIA are redefining the British Army’s collective training. To do that, we are looking for the best and brightest minds from across the UK. We are backed by British innovation and powered by world-class experts, like you.

We are looking for individuals who want to serve. You’ll have a mission focus, and the enthusiasm and drive to deliver.  You must be eligible and willing to obtain SC clearance and will be based at Warminster working in a hybrid style.

The role:
This is more than a job — it’s a mission. You will be part of a high-impact, collaborative environment, where we expect everyone to live the values and standards of the British Army. Every person in our team plays a critical role in delivering OMNIA’s vision; designing, delivering, and transforming collective training so the British Army is ready to fight and win.

You’ll work in a matrix organisation and report operationally through OMNIA Training and functionally through the Tier 2 Support Lead . Ultimately, you’ll work for the British Army, championing innovation, and helping shape the future of military collective training.

Key Responsibilities:

• Provide Tier 2 technical support for live production systems, training solutions, and business applications operating within cloud-based platforms.
• Investigate and resolve incidents escalated from Tier 1 support, ensuring resolution within agreed Service Level Agreements (SLAs).
• Troubleshoot issues across infrastructure, applications, container platforms, and supporting services.
• Support incident, problem, and change management activities in accordance with ITIL service management practices.
• Monitor system performance and operational health using monitoring and observability platforms.
• Support patching and vulnerability remediation activities to maintain system security and compliance.
• Assist with deployment, configuration, and validation of updates delivered through CI/CD pipelines.
• Maintain accurate incident records, technical documentation, and knowledge base articles.
• Work closely with engineering and DevOps teams to support root cause analysis and permanent fixes for recurring issues.
• Contribute to service improvement initiatives by identifying operational risks and system reliability issues.

Who we are looking for:

We’re after individuals who want to serve. You’ll have a mission focus, and the enthusiasm and drive to ‘get things done’. You’ll want to work in collaboration with other defence training organisations, and the British Army. You won’t let bureaucracy get in the way of what needs to be done, you’ll learn lessons and share these lessons across the team. You won’t necessarily have a military background, but you’ll understand what it means to serve and to put the mission first.

This position requires a customer first mindset, strong stakeholder engagement skills, and the ability work in a multidisciplinary engineering team in a complex and evolving environment.

Essential Skills and Experience:

• Proven experience providing Tier 2 or advanced technical support within enterprise IT or operational environments.
• Experience working with service management platforms (e.g. ServiceNow, Jira Service Management, ServiceDesk Plus).
• Strong understanding of ITIL service management practices including incident, problem, and change management.
• Experience troubleshooting complex issues across infrastructure, cloud platforms, and applications.
• Experience supporting cloud environments such as Azure or AWS.
• Experience supporting containerised platforms and orchestration technologies (e.g. Kubernetes, Docker or OpenShift).
• Experience supporting patching and vulnerability management activities within operational systems.
• Familiarity with monitoring and observability tools (e.g. Prometheus, Grafana, ELK stack).
• Ability to perform root cause analysis and coordinate resolution across technical teams.
• Strong documentation, communication, and stakeholder engagement skills.
• ITIL Foundation certification (or willingness to obtain).
• Holds or is eligible for UK Security Clearance (SC).

Desirable Skills and Experience:

• Experience supporting modelling and simulation platforms, particularly Live, Virtual, and Constructive (LVC) training environments.
• Experience working within defence, government, or regulated engineering programmes.
• Experience of knowledge is application containerisation (Kubernetes, Docker).
• Experience with system monitoring (Prometheus, Grafana, ELK, Kabana).
• Experience with Red Hat OpenShift.
• Experience supporting applications within complex system or platform environments.
• Understanding of DevOps or DevSecOps environments and support practices.

*Formal offers to successful candidate will be conditional upon award *

What we offer:

• Chance to join a groundbreaking mission - to shape the future and drive innovation within a team focused on collaboration across a matrix organisation.
• You will join at a unique time, where you can join in shaping this team and be rewarded with ongoing development opportunities, and clear pathways to progress within a trusted defence industry partner.
• 37hr working week with early finish Fridays - start your weekend early!
• 25 days holiday + statutory public holidays, plus opportunity to buy and sell up to 5 days and up to 5 paid days volunteering
• 10.5% company pension contribution with 6% employee contribution
• Annual company bonus scheme (discretionary)
• 6 times salary Life Assurance with pension
• Flexible Benefits scheme with extensive salary sacrifice schemes, including Health Cashplan, Dental, and Cycle to Work, amongst others
• Enhanced sick pay
• Enhanced family friendly policies including enhanced maternity, paternity & shared parental leave

Raytheon UK

We take immense pride in being a leader in defence and aerospace technology. As an employer, we are dedicated to fuelling innovation, nurturing talent, and fostering a culture of excellence. Together, we are not just advancing technology; we're building a community committed to safeguarding a safer and more connected world.

RTX

Raytheon UK is a landed company and part of the wider RTX organisation. Headquartered in Arlington, Virginia, USA, but with over 180,000 employees globally across every continent, RTX provides advanced systems and services for commercial, military and government customers worldwide and comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon.

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