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- Tasks: Provide top-notch IT support and resolve complex tech issues for users.
- Company: Join Source BioScience, a leader in genomics and healthcare diagnostics.
- Benefits: Enjoy 33 days holiday, private healthcare discounts, and a birthday day off!
- Why this job: Be part of a dynamic team that values learning and collaboration in tech.
- Qualifications: Must have strong communication skills and experience with Windows and Office 365.
- Other info: Full-time role with a salary up to £35k; apply before 28 May 2025!
The predicted salary is between 28000 - 42000 £ per year.
Company Description: Source BioScience, comprised of Source LDPath and Source Genomics, provides industry-leading laboratory services in genomics, multiomics, and healthcare diagnostics, partnering with biotechnology, pharmaceutical, healthcare, and academia. For more information, please visit www.sourcebioscience.com.
Job Description: This is a full-time role of 37.5 hours. Salary up to £35k depending on experience. CLOSING DATE: 28 MAY 2025 - First stage interviews to be held 02-06 June 2025.
The Role: The role involves actively and proactively ensuring all users receive exceptional IT support and customer service during all contact with the IT team. You will work internally with in-house and third-party apps, server monitoring, server management, and networking. The environment is mainly Windows-based with some Linux machines. Travel to other sites may be necessary.
KEY RESPONSIBILITIES:- Provide exceptional technical support and guidance to end-users, troubleshooting and resolving complex IT issues.
- Resolve incidents ranging from password resets to server queries.
- Escalate incidents as necessary.
- Provide excellent customer service.
- Collaborate with other teams and understand business processes.
- Perform software builds/re-builds on PCs and laptops as required.
- Document solutions and maintain knowledge base articles.
- Server patching every other month on Sundays.
- Ensure compliance with industry regulations, standards, and data laws.
- Respond to, manage, and resolve incidents, recognizing when escalation is needed for quick resolution.
- Keep users updated and maintain real-time ticket updates.
The Candidate: The ideal candidate is proactive, reliable, with excellent customer service skills, and methodical troubleshooting abilities. Skills include Microsoft Windows Servers, Microsoft Exchange, Networking, Office 365, and Active Directory.
Qualifications & Key Skills:- Excellent communication skills, both written and verbal.
- Professional telephone manner.
- Willingness to learn and develop new skills.
- Attention to detail and problem-solving skills.
- Effective time management and prioritization.
- Self-motivated, able to work independently and in teams.
- Experience with Office 365 management.
- Knowledge of Windows 10 & 11.
- Experience with server updates (Server 2016+).
- ConnectWise Automate experience is beneficial.
- Proficiency in virtualization and service monitoring.
- Linux knowledge is beneficial.
- Hardware knowledge and experience with Windows Server, Active Directory, and Group Policy.
- Pension
- Income Protection
- Death in Service
- Employee Assistance
- Medicash health plan
- Discounts
- Virtual GP
- Health resources
- SkinVision App
- Mental health support
- 33 days holiday (including bank holidays)
- An extra day off on your birthday
- Cycle scheme
- Private healthcare discounts
Due to application volume, responses may not be individual. If not contacted within 7 days, your application was unsuccessful. Feel free to apply for other roles.
Second Line IT Support employer: Source Bioscience
Contact Detail:
Source Bioscience Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Second Line IT Support
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Windows Servers, Office 365, and Active Directory. Having hands-on experience or relevant certifications can really set you apart during the interview process.
✨Tip Number 2
Brush up on your customer service skills, as this role emphasises exceptional support. Consider preparing examples of how you've successfully resolved IT issues while maintaining a positive user experience.
✨Tip Number 3
Network with current or former employees of Source BioScience on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 4
Stay updated on industry trends and best practices in IT support. Being knowledgeable about recent developments can demonstrate your commitment to the field and your proactive nature, which is highly valued in this role.
We think you need these skills to ace Second Line IT Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that match the job description. Focus on your technical support experience, particularly with Microsoft Windows Servers, Office 365, and any customer service roles you've held.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific experiences where you provided exceptional IT support and how you can contribute to Source BioScience's goals.
Highlight Key Skills: In your application, emphasise your communication skills, problem-solving abilities, and experience with server updates and virtualization. These are crucial for the Second Line IT Support role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for this position.
How to prepare for a job interview at Source Bioscience
✨Know Your Technical Stuff
Make sure you're well-versed in the key technologies mentioned in the job description, such as Microsoft Windows Servers, Office 365, and Active Directory. Brush up on your troubleshooting skills, as you'll likely be asked to solve a few technical problems during the interview.
✨Show Off Your Customer Service Skills
Since this role heavily focuses on providing exceptional IT support, be prepared to discuss your previous experiences in customer service. Share specific examples of how you've handled difficult situations or resolved issues for users in the past.
✨Demonstrate Your Problem-Solving Abilities
Employers love candidates who can think on their feet. Prepare to walk through your thought process when tackling complex IT issues. You might even be given a hypothetical scenario to solve, so practice articulating your approach clearly.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the company culture, team dynamics, or specific technologies they use. This shows your genuine interest in the role and helps you determine if it's the right fit for you.
