ITO Support Engineer

ITO Support Engineer

Details of the role:

Working pattern: Monday – Friday. This is a full-time permanent position on Crick terms and conditions of employment.

About us

The Francis Crick Institute is Europe’s largest biomedical research institute under one roof. Our world-class scientists and staff collaborate on vital research to help prevent, diagnose and treat illnesses such as cancer, heart disease, infectious diseases and neurodegenerative conditions.

The Crick is a place for collaboration, innovation and exploration across many disciplines. A space where the brightest minds can pursue big and bold ideas and discover answers to crucial scientific questions. We support them in a dynamic environment which fosters excellence with state-of-the-art infrastructure, cutting-edge facilities, and a creative and curious culture. We’ve removed traditional boundaries of departments, divisions and disciplines and instead have an open approach that supports every researcher. This gives us the freedom to take risks and carry out high-quality, pioneering research. Creating a space for discovery without boundaries helps us to turn our science into benefits for human health and the economy.

About the role

What you will be doing

As an ITO Support Engineer at the Crick, you will be:

• Providing a single point of contact service for all Francis Crick employees and commercial partners (Working on a shift pattern of 8am – 6pm Mon – Fri in the ITO Helpdesk team)
• Providing 1st and 2nd line IT support to macOS, Windows 7, 10, 11 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

About you

You will have:

• Proven record of delivering quality customer service both in person and online with strong interpersonal skills, prioritisation skills, empathy toward customers’ needs, and a proactive approach to handling queries.
• Good understanding and experience of using ITIL v3/v4 in a working environment.
• Previous experience providing 1st/2nd line support for macOS/Windows devices, networking and administering a range of Microsoft technologies is essential with proven ability to adapt to changing circumstances.
• Experience providing IT support to VIPs whilst managing expectations and communicating clearly and effectively to ensure high standards are met.
• Previous experience of using an IT call-logging system for service requests and incident management. Use of ServiceNow an advantage.
• Excellent written and verbal communication skills and attention to detail with strong organisational skills and a demonstrable ability to manage own time effectively.

See the full job description here

About Working at the Crick

Our values

Everyone who works at the Crick has a valuable role to play in advancing the Crick’s mission and shaping our culture!

• We are bold. We make space for creative, dynamic and imaginative ideas and approaches. We’re not afraid to do things differently.
• We are open. We’re highly collaborative and interactive, and make sure our activities are visible to the outside world.
• We are collegial. We show respect for one another, work cooperatively and support the wider community.

At the Francis Crick Institute, we believe that diversity and inclusion are essential to driving innovation and scientific discovery. We are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed, regardless of their background, identity, or personal circumstances. We actively encourage applications from individuals of all genders, ethnicities, abilities, and experiences. We are a Disability Confident: Committed employer and want to ensure that everyone can apply and be part of our recruitment processes and so we'll make reasonable adjustments if you need them - just let us know when you apply. If you need assistance with applying (i.e., would like to apply by phone or post) please email: [email protected]

Find out more about life at the Crick.

What will you receive?

At the Francis Crick Institute, we value our team members and are proud to offer an extensive range of benefits to support their well-being and development:

• Generous Leave: 28 days of annual leave, plus three additional days over Christmas and bank holidays.
• Pension Scheme: Defined contribution pension with employer contributions of up to 16%.
• Health & Well-being:
• 24/7 GP consultation services.
• Occupational health services and mental health support programs.
• Eye care vouchers and discounted healthcare plans.
• Work-Life Balance:
• Back-up care for dependents.
• Childcare support allowance.
• Annual leave purchase options.
• Crick Networks offering diverse groups’ support, community and inclusive social events.
• Perks:
• Discounted gym memberships, bike-to-work scheme, and shopping discounts.
• Subsidised on-site restaurant and social spaces for team interaction.

Please note you must meet the essential criteria listed within the Role Profile, to have your application reviewed.

We reserve the right to withdraw this advert at any given time due to the number of applications received.