ITO Support Engineer, Francis Crick
12 Month FTC
£32-36.8k
Biomedical research institute
Job no longer available
Biomedical research institute
1001+ employees
Job no longer available
£32-36.8k
1001+ employees
Company mission
To discover without boundaries.
Role
Who you are
- 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
What the job involves
- Reports to: Rylan Williams
- Working pattern: This is a 12-month fixed-term position on Crick terms and conditions of employment
- 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
Application process
- Application closing date: 25th of February 2026 at 23.59
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
$1.4bn
GRANT
Total funding: $1.4bn
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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