ITO Support Engineer; FTC

Requirements

• 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
• 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 an IT call-logging system for service requests and incident management. Use of Service Now an advantage

• Reports to:
  
  Rylan Williams
• Working pattern:
  This is a 12-month fixed-term position on Crick terms and conditions of employment
• 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
• 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
• 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