ITO Support Engineer

Location: Greater London

** Salary for this Role:
** From £32,000 with benefits, subject to skills and experience.
*
* Job Title:

** ITO Support Engineer
*
* Reports to:

** Rylan Williams
** Closing Date:
** 25/Feb/ GMT
*
* Job Description:

***
* Job Title:

** ITO Support Engineer
** Details of the role:
**** Working pattern:
** This is a 12-month fixed-term position on Crick terms and conditions of employment.
** Salary:
** From £32,000 with benefits, subject to skills and experience
** Final date to receive applications:
** 25th of February 2026 he 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
** We are looking for an enthusiastic ITO Support/Service Desk/Helpdesk Engineer to work as part of the ITO Helpdesk to deliver fast, friendly and effective 1st and 2nd line technical support.

The role supports over 3,000 users at the Francis Crick Institute, and will involve handling queries across macOS, Windows and Linux, resolving issues remotely or at the desk, and acting as a key point of contact for anyone needing IT assistance. The ideal candidate would be someone who has experience working on a busy IT helpdesk, supporting a predominately Mac environment and is a great communicator.

Day to day, you’ll log and manage incoming requests, troubleshoot a wide range of technical problems, and collaborate with specialist ITO teams when needed. You’ll also lead onboarding sessions, support technical training, and keep core equipment and stock running smoothly.

By helping to maintain these high service standards, you’ll play a key role in strengthening how the Helpdesk supports the Crick community and the wider scientific mission.
** What you will be doing
** You will:
* Work 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.
* Provide 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.
** About you
*
* You will have:

* Experience working on a busy IT helpdesk and providing 1st/2nd line support for macOS/Windows devices
* A proven track record of delivering high quality customer service both in person and virtually.
* A “can do” approach to responding to customer queries.
* Entry level Networking qualification and Comp Tia A+ qualification or working towards.
* Good understanding and experience of using ITIL v3/v4 in a working environment.
* Experience using/supporting JAMF & SCCM to deploy applications and patches, report on and manage end user devices.
* Good networking knowledge; of troubleshooting LAN, DNS, DHCP and TCP/IP issues on both macOS, Linux and Windows devices.
* Previous experience of using…