At a Glance
- Tasks: Provide 1st and 2nd line IT support for macOS, Windows, and Linux users.
- Company: Join the innovative Francis Crick Institute, supporting a vibrant scientific community.
- Benefits: Gain valuable experience, develop your skills, and enjoy a supportive work environment.
- Other info: Dynamic role with opportunities for professional growth and learning.
- Why this job: Be a key player in enhancing IT support for over 3,000 users.
- Qualifications: Experience in IT helpdesk roles and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
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 CompTia 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 ServiceNow an advantage.
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.
ITO Support Engineer (12 Month FTC) in London employer: Francis Crick
The Francis Crick Institute is an exceptional employer, offering a dynamic work environment where innovation meets collaboration. As an ITO Support Engineer, you'll be part of a dedicated team supporting over 3,000 users, with opportunities for professional growth and development in a cutting-edge scientific community. Enjoy a supportive culture that values your contributions and fosters a 'can do' approach to problem-solving, all while working in a vibrant location that champions scientific advancement.
StudySmarter Expert Advice🤫
We think this is how you could land ITO Support Engineer (12 Month FTC) in London
✨Tip Number 1
Get your networking knowledge up to scratch! Brush up on LAN, DNS, DHCP, and TCP/IP issues. This will not only help you in interviews but also show that you're ready to tackle the tech challenges head-on.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with a variety of users, being able to explain technical issues in simple terms is key. Try role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Familiarise yourself with ITIL v3/v4 principles. Understanding these frameworks can give you an edge in managing service requests and incidents effectively. Plus, it shows you're serious about delivering high-quality support.
✨Tip Number 4
Don't forget to apply through our website! We love seeing candidates who are genuinely interested in joining the StudySmarter team. Make sure to highlight your experience with JAMF and SCCM in your application!
We think you need these skills to ace ITO Support Engineer (12 Month FTC) in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the ITO Support Engineer role. Highlight your experience with macOS and Windows support, and don’t forget to mention any relevant qualifications like CompTia A+ or networking knowledge. We want to see how you fit into our team!
Show Off Your Communication Skills:Since this role involves a lot of interaction with users, it’s crucial to showcase your communication skills. Use examples in your application that demonstrate how you've effectively resolved issues and provided great customer service. We love a good communicator!
Highlight Your Problem-Solving Abilities:We’re looking for someone with a 'can do' attitude! In your application, share specific instances where you’ve tackled technical problems head-on. This will show us that you’re ready to jump in and help our users at the Crick Institute.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Francis Crick
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of macOS, Windows, and Linux systems. Be ready to discuss your experience with troubleshooting LAN, DNS, DHCP, and TCP/IP issues. The more confident you are in your technical skills, the better you'll impress the interviewers.
✨Show Off Your Customer Service Skills
Since this role is all about providing top-notch support, be prepared to share examples of how you've delivered excellent customer service in the past. Think of specific situations where you resolved a tricky issue or helped a colleague out, and highlight your 'can do' attitude.
✨Familiarise Yourself with ITIL and Tools
Get comfortable with ITIL v3/v4 principles and any relevant tools like ServiceNow. If you have experience with JAMF and SCCM, make sure to mention it! Showing that you understand these frameworks will demonstrate your readiness for the role.
✨Practice Your Communication Skills
As a great communicator, you'll need to convey technical information clearly. Practice explaining complex concepts in simple terms, as you might need to do this during the interview. Remember, it's not just about what you know, but how well you can share that knowledge!
