At a Glance
- Tasks: Provide 1st and 2nd line IT support to over 3,000 users.
- Company: Join the Francis Crick Institute's dynamic ITO Helpdesk team.
- Benefits: Enjoy 28 days leave, health support, and a great pension scheme.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact by helping others with tech challenges.
- Qualifications: Experience in IT support and customer service is essential.
The predicted salary is between 40000 - 45000 £ per year.
Salary for this Role: Circa £32,000 with benefits, subject to skills and experience.
Reports to: Rylan Williams
Closing Date: 21 Jun 2026 23:59 GMT
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.
Day‑to‑day duties include:
- Logging and managing incoming requests.
- Troubleshooting a wide range of technical problems.
- Collaborating with specialist ITO teams when needed.
- Leading onboarding sessions and technical training events.
- Keeping core equipment and stock running smoothly.
What you will be doing
- Work on a shift pattern of 8:00am – 6:00pm, Monday to Friday, 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 a primary focus on resolving issues on FPOC using remote software or by desk visit when required.
- Lead on employee onboarding and technical training events, providing inductions as required.
- Manage stock and asset management, ensuring levels remain at buffer stock and liaising with vendors to replenish when required.
- Ensure 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
- 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.
- Entry‑level networking qualification and CompTIA A+ qualification or working towards them.
- Good understanding and experience of using ITIL v3/v4 in a working environment.
- Experience using and supporting JAMF and 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 macOS, Linux and Windows devices.
- Previous experience of using an IT call‑logging system for service requests and incident management.
- Use of ServiceNow is an advantage.
Minimum criteria
- Minimum of 2 years experience in a similar role.
Benefits
- 28 days of annual leave plus three additional days over Christmas and bank holidays.
- Defined contribution pension scheme with employer contributions of up to 16%.
- 24/7 GP consultation services, occupational health services and mental health support programmes.
- Eye care vouchers and discounted healthcare plans.
- Work‑life balance support: backup care for dependants, childcare support allowance, annual leave purchase options.
- Crick Networks offering diverse groups’ support, community and inclusive social events.
- Discounted gym memberships, bike‑to‑work scheme and shopping discounts.
- Subsidised on‑site restaurant and social spaces for team interaction.
Diversity and Inclusion
We are committed to diversity and inclusion and actively encourage applications from individuals of all genders, ethnicities, abilities and experiences. We are a Disability Confident employer and will make reasonable adjustments if you require them.
Please note you must meet the essential criteria listed within the Role Profile to have your application reviewed.
ITO Support Engineer employer: Francis Crick Institute Ltd
The Francis Crick Institute is an exceptional employer, offering a vibrant work culture that prioritises employee well-being and professional growth. With a competitive salary of circa £32,000 and a comprehensive benefits package including generous annual leave, mental health support, and opportunities for technical training, employees are empowered to thrive in their roles while contributing to groundbreaking research. Located in a collaborative environment, the ITO Support Engineer role provides a unique chance to support over 3,000 users, ensuring a meaningful impact on the institute's mission.
Contact Details:
Francis Crick Institute Ltd Recruitment Team
StudySmarter Expert Advice🤫
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