ITO Support Engineer

1 week ago

London, United Kingdom The Francis Crick Institute Full time

Wehave an exciting opportunityavailable for a ITO Support Engineer to join one of the world's leading research Institutes at a crucial time in its evolution, and play a definitive role in shaping it for the future. You will join us on a full-time, permanent basis, and in return, you will receive a competitive salary from £30,000 with benefits, subject to skills and experience.

The ITO Support Engineer role:

This role will report to the ITO Helpdesk Manager and will be based at the Francis Crick Institute to provide 1/2nd line support to over 3,000 users.

Responsibilities of our ITO Support Engineer:

These include but are not limited to:

  • Working on a shift pattern of 8am – 6pm Mon – Fri in the ITO Helpdesk team, providing a single point of contact service for all Francis Crick employees and commercial partners.
  • Providing 1st and 2nd line IT support to macOS, Windows XP, 7, 10 and Linux (Rocky, CentOS, Ubuntu) operating systems, with primary focus on resolving issues on FPOC by using remote software or when necessary, by desk visit.
  • Leading on employee onboarding and technical training events, providing inductions as required.
  • Managingstock asset management, ensuring levels remain at buffer stock and liaising with vendors to replenish when required.
  • Ensuring all technical issues and queries received via slack, phone, email, self-service portal or walk-up are logged, tracked and actioned according to agreed processes and best practice.
  • Providing a service that is responsive to customer needs by solving as many problems as quickly and directly as possible; if necessary, liaising with other ITO staff to complete the resolution of the customer needs.
  • Participating as required, and as directed by the relevant ITO team members, in the following administrative processes: recording software licenses, incident management, service request management and problem management and continual improvement.

Skills and experience we are looking for in our ITO Support Engineer:

The post holder should embody and demonstrate our core Crick values; bold, imaginative, open, dynamic and collegial, in addition to the following:

Essential

  • The ideal candidate is someone who has experience working on a busy IT helpdesk, supporting a predominately Mac environment.
  • A proven track record of delivering high quality customer service both in person and virtually.
  • A demonstrable ability to prioritise effectively in response to competing demands from customers.
  • A demonstrable ability to “put yourself” in the place of customers and ensure that the service provided is meeting their needs.
  • A “can do” approach to responding to customer queries.
  • Entry level Networking qualification and CompTia A+ qualification or working towards.
  • Good understanding and experience of using ITIL v3/v4 in a working environment.
  • Previous experience providing 1st/2nd line support for macOS/Windows devices is essential.
  • Experience using/supporting JAMF & SCCM to deploy applications and patches, report on and manage end user devices.
  • Experience providing IT support to VIPs whilst managing expectations and communicating clearly and effectively to ensure high standards are met.
  • Good networking knowledge; of troubleshooting LAN, DNS, DHCP and TCP/IP issues on both macOS, Linux and Windows devices.
  • Previous experience of using an IT call-logging system for service requests and incident management. Use of ServiceNow an advantage.
  • Contribute to departmental projects as needed and be able to create and maintain operational support documentation.
  • Extensive experience administering a range of Microsoft technologies (O365, Exchange, SharePoint, OneDrive, Teams, Active Directory, Azure Active Directory, InTune).
  • Experience of using/supporting the following applications an advantage; Splunk, Okta, Workday, Jenkins, GlobalProtect, Zoom, Dropbox, Slack, Condeco, CrashPlan, Sophos, UniFlow, Parallels Desktop/Client, Adobe Creative Cloud, MS Office

Closing date: 7/July/2024 23.59

If you feel you have the skills and experience to become our ITO Support Engineer, please click ‘apply' today, we'd love to hear from you

All offers of employment are subject to successful security screening and continuous eligibility to work in the United Kingdom.


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