Senior IT Support Engineer

 

Main characteristics

Location

Oxford, Oxfordshire

Company

First Recruitment Group

Employment type

Permanent

Category

IT

Job summary

Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and a commercial presence in many global locations across the US, APAC and Europe.

Oxford Nanopore employs from multiple subject areas including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialisation. The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering disruptive technologies to the market.

Oxford Nanopores sequencing platform is the only technology that offers real-time analysis, in fully scalable formats from pocket to population scale, that can analyse native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths. Our goal is to enable the analysis of any living thing, by anyone, anywhere!

We are seeking a highly motivated individual to join the IT Support Team as a Senior IT Support Engineer. The individual will be responsible for providing technical support, troubleshooting, and resolving complex IT issues. This role requires strong problem-solving skills, excellent communication, and a proven track record in IT support.

The details...

You will be providing outstanding support services to end-users as well as supporting the members of the team to ensure they are able to meet the SLAs of the service desk. You will be working closely with the team manager on continuously improving the level of service provided as well as planning and completing project-based tasks that are defined in the projects roadmap. This is a fast-paced environment that requires a self-starter demeanour throughout.

Reporting to the Associate Director of IT Support in the IT Services and Operations team, your responsibilities will include:

* Taking ownership of issues that are escalated through the service desk system from other members of the team, seeing them through to resolution.

* Ensuring that knowledge is brought together and shared with the team when route causes are found.

* Being an advocate for the continuous improvement cycles to ensure that all members of the team are invested in the improved ways of working.

* Balancing Support and project work ensuring that the project managers and management team are kept updated on progress.

* Travelling to regional sites to perform technical support work and project-related systems work.

* Ensuring you are a domain expert on technologies supported by the service desk, maintaining your knowledge through self-managed investigation work and training where needed.

What we're looking for...

* Experience coordinating a device management / software deployment solution such as Workspace ONE, JAMF Pro, intune etc.

* In Depth knowledge of Windows & macOS operating systems.

* Demonstrable experience using PowerShell and/or Bash scripts for automating tasks in a repeatable fashion.

* Experience configuring and maintaining an identity and authentication management system.

* Ability to perform technical analysis of systems-related issues.

* Experience performing root cause analysis for desktop-related issues.

* Experience administering Office365 in fully cloud based configuration.

* Good understanding of networking protocols (DNS, DHCP, TCP/IP)

* Excellent written and verbal communication skills.

* Self-starter with a passion for technology.

* Ability to work independently, prioritise work, and manage time effectively in a fast-paced environment.

* Eager to learn and shared knowledge.

Desirable experience:

* Any Office 365 certification.

* Ability to configure and support cloud hosted SaaS products as part of project related tasks.

* Familiar with ITIL (ideally completed foundation level)

* Familiar with ITSM platforms ie ServiceNow, Zendesk

* Experienced in server administration and roles (Azure AD, DNS, DHCP, CA, Radius).

* Experience running BAU tasks and project work simultaneously.

* Experience acting as a mentor to junior members of the support team.

This role will suit a motivated self-starter who is eager to learn and share knowledge and who wants to work in a fast paced high-tech organisation where there is an opportunity to support a global business.

We offer outstanding benefits to include an attractive bonus, generous pension contributions, private healthcare and an excellent starting salary. Based within beautiful, landscaped surroundings with tree-lined walks, water features and a lake, all of which make for a wonderful working environment.

If you are looking to utilise your skills to really make a difference to humankind, then consider joining our team and apply today!

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job