IT&S Support Engineer

Job Description

SummaryThis role will report to the IT&S Helpdesk Manager and will be based in the office to provide 1/2nd line support.Key responsibilitiesThese include but are not limited to:

• Working on a shift pattern of 8am - 6pm Mon - Fri in the IT&S Helpdesk team, providing a single point of contact service for all employees.
• Providing 1st and 2nd line IT&S support, with primary focus on resolving issues remotely using existing technologies and when necessary by desk visit.
• Ensuring all technical issues and queries received via 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 IT&S staff to complete the resolution of the problems.
• Participate as required, and as directed by the relevant IT&S team members, in the following administrative processes: purchases and asset management (raising orders, monitoring deliveries, returns, etc), recording software licences and managing supportcontracts for computer hardware and related equipment, general administration and office management.
• Onboard users as required, including the provisioning of end user devices and the setup of user IT credentials and access to relevant systems.

Key experience and competenciesThe post holder should embody and demonstrate our clients core values: bold, imaginative, open, dynamic and collegial, in addition to the following:Person Specification

• Previous experience in an IT helpdesk environment.
• A proven track record of delivering high quality customer service both in person and on the telephone.
• A demonstrable ability to prioritise effectively in response to competing demands from customers.
• A demonstrable ability to "put yourself" in the place of customers and ensure that the service provided is meeting their needs.
• A "can do" approach to responding to customer queries.
• Entry level Networking qualification or striving towards.
• Working knowledge of ITIL best practice for IT support.
• Good standard of general education, including grade C or above (or equivalent) in GCSE English and Maths.
• Excellent written and verbal communication skills and attention to detail.
• Strong organisational skills and a demonstrable ability to manage own time effectively.
• Strong interpersonal skills and a demonstrable ability to build effective relationships at all levels.
• Quick learner with proven ability to adapt to changing circumstances.
• Previous experience of working in science or medical research environments an advantage.

Technical Skills

• Previous experience of using call-logging or job-tracking systems for IT service requests and Incident Management. Previous experience of using ServiceNow an advantage.
• Demonstrable experience of supporting Apple computers running Mac OS X.
• Previous experience of troubleshooting both Mac and Windows applications, particularly Microsoft Office 365, Adobe Creative Suite, Virtual Applications, Database connections, Data recovery and OS Patching.
• Previous experience with using remote software deployment tools, Casper essencial.
• Previous experience of maintaining and troubleshooting IT desktop hardware and software in a networked environment.
• Previous experience of MS Exchange, Active Directory administration and SharePoint and first line troubleshooting.
• Experience with MDM and VPN solutions and supporting mobile devices and Tablets, including iOS and Android.
• Previous experience of supporting and / or setting-up users on telephony using Cisco Call Manager, WebEx and Jabber
• Previous experience supporting Meeting rooms configuring and troubleshooting video projectors and video-conference systems an advantage.
• Previous experience with Network Patching, including basic knowledge of switch commands and VLANs.
• Experience building and supporting a mixed Linux environment, predominantly CentOS and Ubantu.
• Previous experience supporting hardware on MFD Printers.
• Experience with deployments, hardware refreshes and desk moves.
• Knowledge of Linux scripting an advantage.
• Experience of supporting Scientific Equipment an advantage.

AboutOur client conduct research at the forefront of bio-medical research. They combine rigour with an open and collaborative culture, and their outward-looking, reflecting their status as a partnership of six organisations aiming to pool knowledge, ideas andresources.They have a wide research portfolio with no divisions or departments, bringing bio-medical researchers together with clinicians, physical scientists and applied scientists from their pharmaceutical partners.They aim to attract the most talented researchers and support them to tackle innovative research questions. Their science technology platforms provide their researchers with access to state-of-the-art technology and expertise.They provide an excellent learning environment with dedicated education programmes in public engagement with science, education and personal development, and a postdoc training programme that prepares scientists for leadership roles in science.If you are interested in this role, please apply now!

Keyskills :
AndroidiOSVMwareWebExWindowsHyper-VMACOffice 365