Ito Support Engineer

2 weeks ago


Camden, United Kingdom The Francis Crick Institute Full time

**The ITO Support Engineer role**:
As our **ITO Support Engineer, **you will report to the Head of IT Service Management and provide 1/2nd line support to over 3,000 users.

**Responsibilities of our ITO Support Engineer will include**:

- 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.
- Lead on employee onboarding and technical training events, providing inductions as required.
- Manage stock asset management, ensuring levels remain at buffer stock and liaising with vendors to replenish when required.
- 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.
- Participate 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**:

- A demonstrable ability to “put yourself” in the place of customers and ensure that the service provided is meeting their needs
- Entry level Networking qualification and CompTia A+ qualification or working towards
- Good understanding and experience in using ITIL v3/v4 in a working environment
- Previous experience providing 1st/2nd line support for macOS/Windows devices is essential
- 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 in using an IT call-logging system for service requests and incident management. Use of ServiceNow an advantage
- Extensive experience administering a range of Microsoft technologies (O365, Exchange, SharePoint, OneDrive, Teams, Active Directory, Azure Active Directory, InTune)

**Closing date**: 6th January 2023, 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


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