ITO Support Engineer

Short summary

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.

Key Responsibilities

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.

Key experience and competencies

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.

About us

The Francis Crick Institute is a biomedical discovery institute dedicated to understanding the fundamental biology underlying health and disease. Its work is helping to understand why disease develops and to translate discoveries into new ways to prevent, diagnose and treat illnesses such as cancer, heart disease, stroke, infections, and neurodegenerative diseases.

An independent organisation, its founding partners are the Medical Research Council, Cancer Research UK, Wellcome, UCL, Imperial College London and King’s College London.

The Crick was formed in 2015, and in 2016 it moved into a new state-of-the-art building in central London which brings together 1500 scientists and support staff working collaboratively across disciplines, making it the biggest biomedical research facility under in one building in Europe.

The Francis Crick Institute will be world-class with a strong national role. Its distinctive vision for excellence includes commitments to collaboration; developing emerging talent and exporting it the rest of the UK; public engagement; and helping turn discoveries into treatments as quickly as possible to improve lives and strengthen the economy.

• If you are interested in applying for this role, please apply via our website.
• The closing date for applications is 12/01/2025
• All offers of employment are subject to successful security screening and continuous eligibility to work in the United Kingdom.

Advert information