ITO Support Engineer, Francis Crick
£32.2-37k
Biomedical research institute
Be an early applicant
Biomedical research institute
1001+ employees
Be an early applicant
£32.2-37k
1001+ employees
Company mission
To discover without boundaries.
Role
Who you are
- Proven record of delivering quality customer service both in person and online with strong interpersonal skills, prioritisation skills, empathy toward customers’ needs, and a proactive approach to handling queries
- Good understanding and experience of using ITIL v3/v4 in a working environment
- Previous experience providing 1st/2nd line support for macOS/Windows devices, networking and administering a range of Microsoft technologies is essential with proven ability to adapt to changing circumstances
- Experience providing IT support to VIPs whilst managing expectations and communicating clearly and effectively to ensure high standards are met
- Previous experience of using an IT call-logging system for service requests and incident management. Use of ServiceNow an advantage
- Excellent written and verbal communication skills and attention to detail with strong organisational skills and a demonstrable ability to manage own time effectively
What the job involves
- Reports to: Rylan Williams
- Providing a single point of contact service for all Francis Crick employees and commercial partners (Working on a shift pattern of 8am – 6pm Mon – Fri in the ITO Helpdesk team)
- Providing 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
- 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 ITO staff to complete the resolution of the customer needs
- Participate as required, and as directed by the relevant ITO team members, in the following administrative processes: recording software licenses, incident management, service request management and problem management and continual improvement
Application process
- 30/Jul/2025 23.59 GMT
Salary benchmarks
Our take
The Francis Crick Institute was founded in 2015 through the merger of the MRC's National Institute for Medical Research and CRUK's London Research Institute. Its mission is to push the boundaries of our understanding of how life works, and it is the largest single-site biomedical research institute in Europe.
One of the Institute's strengths is its ability to collaborate extensively with external research groups, boasting partnerships in more than 90 countries. These collaborations, however, pose data protection challenges due to the need to transfer vast amounts of sensitive information across borders. The Institute has addressed this by developing its own Trusted Research Environment toolkit, which allows remote teams to share data securely and compliantly in the cloud.
The institute secured £1 billion in funding back in 2022, and is maximising its effectiveness through the BRIDGE network and investments in AI and machine learning. A notable example is Google’s subsidiary DeepMind establishing a research lab within the institute to enhance biology and genomics research.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (1 round)
Jul 2022
$1.3bn
GRANT
Total funding: $1.3bn
Company benefits
- 28 days of holiday each year, plus three additional days (usually taken over Christmas) and bank holidays
- Defined contribution pension scheme, with the Crick contributing between 3% - 16% of salary
- Life assurance
- Season ticket/car parking loan
- Annual leave purchase
- Childcare support allowance
- Back-up dependent care
- Discounted annual gym membership
- Bike to Work scheme
- Payroll giving
- Shopping discounts
Company HQ
Somers Town, London, UK
Leadership
Paul Nurse
(CEO)The first Director and Chief Executive of the Francis Crick Institute. Was previously President of Rockefeller University in New York. In 2001 was awarded the Nobel Prize in Physiology/Medicine as part of a team that discovered the role of protein molecules that control the duplication of cells.
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