- Job Title
- Desktop Support Engineer
- Post Number
- Closing Date
- 18 Oct 2021
- Starting Salary
- £25,568 - £27,815
- Hours per week
- Months Duration
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.
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
- Respond to reported faults and diagnose their nature. Rectify software faults and organise the repair of hardware faults.
- Installation & configuration of new PCs, peripherals and software.
- Provide advice to users on general computing matters, e.g. recommended hardware, use of mainstream packages etc.
- Install hardware and software on end-user computing equipment.
- Implement system changes, usually on user desktops, as a result of new system and service developments.
- Take part in the rota to cover the Helpdesk.
- As agreed with line manager any other duties commensurate with the role
Education & Qualifications
- Edexcel Advanced Diploma/BTEC in IT (Minimum Level 6) or Computing Degree (or equivalent)
- Five GCSEs at Grade C, including Maths and ICT
Specialist Knowledge & Skills
- In-depth knowledge of Windows 10
- Knowledge of internal workings of PCs
- Experience of Microsoft Office
- Practical experience of PC/Mac support issues
- Knowledge of Apple Macs
- Recent relevant experience of providing first and second-line computing support in an IT department with a varied customer-base
- Experience of diagnosing and solving technical problems on end-user equipment
- Experience of writing simple scripts/programs
Interpersonal & Communication Skills
- Good written and verbal communication skills
- Friendly manner - ability to get on with staff
- Able to work quickly and with minimum supervision
- Ability to learn quickly and handle complex ideas
- Ability to analyse problems logically and fix issues using skills / knowledge
- The successful candidate must be able to present a positive image of themselves and the Partnership, communicate clearly and take responsibility for addressing colleagues
- Good interpersonal skills, with the ability to work well as part of a team
- Attention to detail
- Promotes equality and values diversity
- Willingness to embrace the expected values and behaviours of all staff at the Partnership, ensuring it is a great place to work
- Willingness to work outside standard working hours when required
- Able to present a positive image of self and the Partnership
Who We Are
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..
Computing and Information Services
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
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.
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 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.
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