Desktop Support Engineer
Post Details
Job Title
Desktop Support Engineer
Post Number
1004122
Closing Date
18 Oct 2021
Grade
SC7
Starting Salary
£25,568 - £27,815
Hours per week
37
Months Duration
Indefinite

Job Description

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 on second-line work predominantly with Microsoft Windows PCs and their applications, but Apple Mac, Linux and mobile devices are also supported. The post-holder will take part in covering a first-line Helpdesk on a rota basis.

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 5 Desktop Support team members 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 User Support Manager.

Main Activities & Responsibilities

Percentage
Respond to reported faults and diagnose their nature. Rectify software faults and organise the repair of hardware faults.
30
Installation & configuration of new PCs, peripherals and software.
20
Provide advice to users on general computing matters, e.g. recommended hardware, use of mainstream packages etc.
15
Install hardware and software on end-user computing equipment.
10
Implement system changes, usually on user desktops, as a result of new system and service developments.
10
Take part in the rota to cover the Helpdesk.
10
As agreed with line manager any other duties commensurate with the role
5

Person Profile

Education & Qualifications

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

Specialist Knowledge & Skills

Requirement
Importance
In-depth knowledge of Windows 10
Essential
Knowledge of internal workings of PCs
Essential
Experience of Microsoft Office
Essential
Practical experience of PC/Mac support issues
Essential
Knowledge of Apple Macs
Desirable
Scripting/programming
Desirable

Relevant Experience

Requirement
Importance
Recent relevant experience of providing first and second-line computing support in an IT department with a varied customer-base
Essential
Experience of diagnosing and solving technical problems on end-user equipment
Essential
Experience of writing simple scripts/programs
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 and with minimum supervision
Essential
Ability to learn quickly and handle complex ideas
Essential
Ability to analyse problems logically and 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
Good interpersonal skills, with the ability to work well as part of a team
Essential

Additional Requirements

Requirement
Importance
Attention to detail
Essential
Promotes equality and values diversity
Essential
Willingness to embrace the expected values and behaviours of all staff at the Partnership, ensuring it is a great place to work
Essential
Willingness to work outside standard working hours when required
Essential
Able to present a positive image of self and the Partnership
Essential

Who We Are

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 140 staff to cater for the needs of approximately 1100 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..

For more information about working at NBI Partnership, please click here.

Department

Computing and Information Services

Group Details

The post will work within the "Desktop Support" 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.

Living in Norfolk

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Desktop Support Engineer

The Norwich Bioscience Institutes Partnership (NBIP) has an exciting opportunity for a Desktop Support Engineer to join their busy Computing and Information Services department.

Background:

The Norwich Bioscience Institutes are a cluster of internationally renowned research organisations, working to tackle major challenges of the 21st Century – the sustainability of our environment, our food supplies and healthy ageing. 

The NBI Partnership provides high quality, non-scientific support services for the diverse community of staff, students and visiting workers at the Institutes (the Earlham Institute, John Innes Centre, Sainsbury Laboratory and Quadram Institute) and for the NBI Partnership.

Based on the Norwich Research Park amongst 230 hectares of parkland, you will be joining a committed, professional and welcoming team.  In addition, you will enjoy a competitive salary and annual leave, our defined contribution pension scheme, excellent recreational facilities and a range of other employee benefits.

NBI Computing Services are a group of computing professionals who provide a complete service in computing to all sections of the Norwich Bioscience Institutes including scientific, engineering and administrative personnel.

The role:

The successful applicant 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 on second-line work predominantly with Microsoft Windows PCs and their applications, but Apple Mac, Linux and mobile devices are also supported. The post-holder will take part in covering a first-line Helpdesk on a rota basis.

The ideal candidate:

The ideal candidate will have in-depth knowledge of Windows 10 and understand the internal workings of PCs. An Edexcel Advanced Diploma in ICT/Computing Degree (or equivalent) is essential. 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 £25,568 to £27,815 per annum depending on qualifications and experience. This is a full-time post offered on an indefinite basis.

Applicants must have the right to work in the UK as we do not hold a Sponsorship Licence.

The NBI Partnership is an equal opportunities and disability confident employer. We are committed to attracting, recruiting and retaining the best talent, and welcome all applications.

The closing date for applications will be 18th October 2021