Desktop Support Engineer - Trainee

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NBI Partnership

The NBI Partnership provides non-scientific services to the John Innes Centre (JIC), Quadram Institute Bioscience (QIB), Earlham Institute (EI) and The Sainsbury Laboratory (TSL). All of these organisations carry out scientific research funded by the UK Government, European Union, Charitable and Industrial Sponsors. The Partnership employs around 150 staff to cater for the needs of approximately 1500 Research Staff, Students and Visiting Scientists who are all located in close proximity on the Norwich Research Park.

The John Innes Centre, Quadram Institute Bioscience, the Earlham Institute and The Sainsbury Laboratory are registered charities (No’s 223852, 1058499, 1136213 and 106550) and are Equal Opportunity Employers..

Post Details

Job Title
Desktop Support Engineer - Trainee
Post Number
1003465
Closing Date
23 May 2018
Grade
SC8
Starting Salary
£18,720 - £22,900
Hours per week
37
Months Duration
Indefinite

Main purpose of the job

Providing first and second-line computing support to the computer users of the Norwich Bioscience Institutes (NBI).

The post holder will be working mainly with Microsoft Windows PCs and applications but Apple Mac, Linux and mobile devices are also supported. This is a training post and it is envisaged that the post holder will move from Band SC8 to SC7 after 3 years' satisfactory performance and progression of duties.

Department

Computing and Information Services

Group Details

The post will work within the "Desktop Support & Helpdesk" team in the NBIP Computing & Information Services department.
Flexi Time - this post has a set of core hours which must be worked - outside this, and by agreement with your Line Manager, there is flexibility in start and end times.

Advert Text

Desktop Support Engineer Trainee

We currently have an exciting opportunity for a Desktop Support Engineer Trainee within our Computing department

Background:

This post will join the team providing first and second-line computing support to the computer users of the Norwich Bioscience Institutes (NBI). The post holder will be working mainly with Microsoft Windows PCs and applications but Apple Mac, Linux and mobile devices are also supported. This is a training post and it is envisaged that the post holder will move from Band SC8 to SC7 after 3 years' satisfactory performance and progression of duties.

The role:

This post will join the team providing first and second-line computing support to the computer users of the Norwich Bioscience Institutes (NBI). The post holder will be working mainly with Microsoft Windows PCs and applications but Apple Mac, Linux and mobile devices are also supported. This is a training post and it is envisaged that the post holder will move from Band SC8 to SC7 after 3 years' satisfactory performance and progression of duties.

The ideal candidate:

The ideal candidate will have good working knowledge of Windows 7 (or later) and understand the internal workings of PCs. An Edexcel Advanced Diploma in ICT (or equivalent) would be advantageous. As this is a customer facing role, the successful candidate must be able to present a positive image of themselves and the Partnership, communicate clearly and take responsibility for addressing colleagues’ requests and following through to resolution.

Additional information:

Salary on appointment will be within the range £18,720 to £22,900 per annum depending on qualifications and experience. This is an indefinite post.

For further information and details of how to apply, please visit our web site http://jobs.nbi.ac.uk/ or contact the Human Resources team on 01603 450462 or nbi.recruitment@nbi.ac.uk quoting reference 1003465.

As a Disability Confident employer, we guarantee to offer an interview to all disabled applicants who meet the essential criteria for this vacancy.

The closing date for applications will be 23rd May 2018.

Key relationships

The Desktop Support (DTS) Team is one of 3 teams which make up the Computing department; the Helpdesk functionality is also operated within the scope of the team. The successful applicant will be working closely with the other 4 Desktop Support team members and the Helpdesk lead, and potentially the other members of the Computing Department. The successful applicant will be communicating with virtually every member of staff on-site. The post is not responsible for any funds or personnel and is managed by the desktop support manager.

Main Activities & Responsibilities

Percentage
Action job requests for IT technical support.
55
Respond to reported faults and diagnose their nature. Rectify software faults and organise the repair of hardware faults.
15
Installation & configuration of new PCs, peripherals and software.
10
Install hardware and software on end-user computing equipment.
5
Implement system changes, usually on user desktops, as a result of new system and service developments.
5
Take part in the rota to cover the Helpdesk.
5
Provide advice to users on general computing matters, e.g. recommended hardware, use of mainstream packages etc.
5
As agreed with line manager any other duties commensurate with the role

Education & Qualifications

Requirement
Importance
Five GCSEs at Grade C, including Maths and ICT
Essential
Edexcel Advanced Diploma/BTEC in IT (Minimum Level 6)
Desirable

Specialist Knowledge & Skills

Requirement
Importance
Working knowledge of Windows 7 or later
Essential
Knowledge of internal workings of PCs
Essential
Experience of Microsoft Office
Desirable
Knowledge of Apple Macs
Desirable
Practical experience of PC/Mac support issues
Desirable
Scripting/programming
Desirable

Relevant Experience

Requirement
Importance
Experience of working in a technical IT department
Desirable

Interpersonal & Communication Skills

Requirement
Importance
Good written and verbal communication skills
Essential
Friendly manner - ability to get on with staff
Essential
Able to work quickly & with minimum supervision
Essential
Ability to learn quickly & handle complex ideas
Essential
Ability to analyse problems logically & fix issues using skills / knowledge
Essential
The successful candidate must be able to present a positive image of themselves and the Partnership, communicate clearly and take responsibility for addressing colleagues
Essential

Additional Requirements

Requirement
Importance
Promotes equality and values diversity
Essential