IT Support Engineer

RoslinCT is a world-leading cell and gene therapy contract development and manufacturing organization creating cutting-edge therapies that change people's lives. Collaborative, dedicated, and talented people are the backbone of our culture, working both autonomously and in driven teams to make life-changing products utilizing ground-breaking science.

Here at RoslinCT, our team can contribute to the development of revolutionary treatments. We live every day by our core values:
Partner Focus, One Team, Personal Growth, Integrity, Innovation, and Trust and Respect. We put our employees at the forefront by providing a flexible and empowering work environment, an attractive benefits package, and an emphasis on work-life balance. Our people are the key to our success. At RoslinCT we focus on developing our corporate culture, people's development, growth, and the ability to impact patients.

The IT Support Engineer will provide hands-on technical support to end users and help maintain RoslinCT's day-to-day IT services. Combine practical troubleshooting with Microsoft 365, identity and endpoint administration to keep people productive and the IT estate secure and reliable. Take ownership of assigned support tasks, follow issues through to resolution and build technical capability through practical work and learning. Work alongside experienced IT operations, infrastructure and security colleagues, seeking guidance and escalating when needed.

Contribute to service improvements and projects, with senior technical review for complex or higher-risk changes.

• Provide onsite and remote support for Windows devices, Microsoft 365, business applications, printers, peripherals and meeting-room technology. Diagnose issues, apply appropriate fixes and confirm resolution with users, involving specialist colleagues when required.

• Manage assigned tickets against agreed priorities and service levels. Record progress, keep users informed and provide clear evidence and handovers when escalating issues across the USA and UK.

• Create and update knowledge articles, troubleshooting guides and user instructions. Share useful solutions with colleagues and apply feedback to improve support quality.

• Identify recurring issues, flag aging tickets and suggest practical service improvements. Take responsibility for completing agreed actions and learning from unfamiliar problems.

• Carry out day-to-day administration and support across Exchange Online, Teams, SharePoint Online and One Drive, including mailboxes, groups, approved permissions, sharing and synchronization. Check service health and elevate complex issues with clear diagnostic information.

• Complete approved joiner, mover and leaver tasks in Entra  relevant Active Directory services. Support user and group administration, MFA and sign-in troubleshooting, following identity verification and access approval procedures.

• Enroll, configure and support endpoints through Intune using established provisioning processes. Deploy approved applications and updates, investigate device compliance issues and assist with encryption, equipment preparation and retirement.

• Maintain accurate device and software inventories, review license allocation and reclaim unused licenses. Coordinate equipment refresh, warranty support and approved secure disposal.

• Perform scheduled operational checks, investigate failed deployments and updates, and coordinate remediation with infrastructure colleagues. Support agreed Microsoft 365 and endpoint data recovery procedures.

• Use approved Power Shell scripts and automation for routine administration. Understand their purpose, handle credentials securely and test adaptations with senior…