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 successful applicant will be working closely with the other 4 Desktop Support team members and on occasions, 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, accurate administration of Jobs system.

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

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

Knowledge of internal workings of PCs

Essential

In-depth knowledge of Windows 10/11

Essential

Experience of Microsoft Office

Essential

Practical experience of PC/Mac support issues

Essential

Practical experience in non-technical communication

Essential

Knowledge of Apple Macs

Desirable

Relevant Experience

Requirement

Importance

Experience of diagnosing and solving technical problems on end-user equipment

Essential

Recent relevant experience of providing first and second-line computing support in an IT department with a varied customer-base

Essential

Experience of writing simple scripts/programs

Desirable

Interpersonal & Communication Skills

Requirement

Importance

Ability to analyse problems logically and fix issues using skills / knowledge

Essential

Good written and verbal communication skills with attention to detail

Essential

Good interpersonal skills, with the ability to work well as part of a team

Essential

Friendly manner - ability to get on with staff

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

Ability to learn quickly and handle complex ideas

Essential

Able to work quickly and with minimum supervision

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 Institute, promoting both the international reputation and public engagement aims of the Institute

Essential

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

Group Details

The Desktop Support (DTS) Team is one of 4 teams which make up the Computing department; the Helpdesk functionality is also operated within the scope of the team. 

Living in Norfolk

• Visit Norfolk
• Schools in Norfolk
• Childcare 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 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, The Sainsbury Laboratory and Quadram Institute Bioscience) 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 10/11 and understand the internal workings of PCs. An Edexcel Advanced Diploma in ICT/Computing Degree (or equivalent experience) 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 with appropriate administration.

Additional information:

Salary on appointment will be within the range £30,600 - to £33,920 per annum depending on qualifications and experience. This is a full-time post offered on an indefinite basis.

Candidates submitting a CV are requested to also provide a covering letter which clearly explains how you meet the criteria for the post.

Interviews are planned for 3 August 2026.

Please note, this post does not meet UKVI requirements to provide visa sponsorship.

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 24 July 2026.

Previous applicants need not apply.