Login to Apply

We have an exciting opportunity available 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 starting from £30,000 with benefits, subject to skills and experience.

The Crick’s mission is discovery without boundaries; we don’t limit the direction our research takes. We want to understand more about how living things work to help improve treatment, diagnosis, and prevention of human disease, and generate economic opportunities for the UK. Much of our research is both data- and compute-intensive and relies on advanced Scientific Computing systems, services, and skills.

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.

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.

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.

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??????:

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.

Closing date: 12th January 2025

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