IT&S End User Compute Engineer - IT&S


Premium Job From The Francis Crick Institute

Recruiter

The Francis Crick Institute

Listed on

22nd March 2017

Location

London

Salary/Rate

Excellent

Salary Notes

Excellent

Type

Permanent

Start Date

ASAP

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Reports to: IT&S Helpdesk and User Services Lead

This is a full-time, permanent position on Crick Terms and Conditions of Employment.

SUMMARY

The Crick has a state-of-the-art IT&S infrastructure to enable world-leading scientific research. The Crick’s IT&S will be science focused, flexible, and forward-looking, and it will expedite collaboration within and beyond the Institute. Research at The Crick will be data-intensive, and will involve experimental, theoretical and computational science. IT&S will also support the business and business management systems required to run the Crick Institute.

The IT&S End User Compute Engineer will report to the IT&S End User Compute Manager forming part of the End Use Compute team for the Francis Crick Institute.

As IT&S End User Compute Engineer, you will be supporting and delivering all end-user facing technologies, included but not limited to End Point Security, Telephony, Meeting Rooms, Managed Printing, Ordering, Messaging and Release & Deployment.

KEY RESPONSIBILITIES

These include but are not limited to;

- Act as the initial point of technical escalation for members of the Helpdesk team and, where necessary, liaise and collaborate with other IT teams as required

- Supports both the end users and Helpdesk team, with a focus on rapidly responding to IT incidents and requests and seeing these resolved in a timely manner

- Maintains an effective working knowledge of incident resolution across all areas of the helpdesk, in order to maximise customer service and call resolution

Technology & Process

- Responsible for packaging and delivery strategy to include areas such as application delivery, antivirus, security patching, drivers /updates, PC and laptop builds, provisioning / imaging OS deployment, user data migration and system tools.

- Promotes Mobile Device and Data Security across the organisation

- Responsible for supporting Printing and Meeting Room Infrastructure, Stock, Waste toner and Vendor Management ensuring an adequate Asset Management process is in place

- Supporting and maintaining all End User Technologies, such as End Point Security, Desktop Deployment Tools and SaaS Technology

- Maintain awareness of technical developments within the industry and contribute to EUC roadmaps for the Crick estate, including evaluating supported hardware.

- Through standard and patterns, ensure security levels/ hardening across all End User Platforms through configuration and regular patch management of both the operating system and application. Be point of contact for Security matters and ensure auditing of vulnerabilities is maintained

- Feeds in to Problem Management by leading on incident resolutions

- Manage and drive proactive resolution and produce regular reporting on Desktop Agents and monitoring.

- Escalates high priority incidents to both internal and external teams, in line with agreed processes

- Consults with 2nd/3rd line technical teams to resolve incidents that are beyond the technical scope of the helpdesk

- Drives and contributes to service improvement projects across the Service Delivery team as required

- Ensure that knowledge is shared with other team members

ABOUT US

The Francis Crick Institute is a biomedical discovery institute dedicated to understanding the fundamental biology underlying health and disease. Its work is helping to understand why disease develops and to translate discoveries into new ways to prevent, diagnose and treat illnesses such as cancer, heart disease, stroke, infections, and neurodegenerative diseases.

An independent organisation, its founding partners are the Medical Research Council (MRC), Cancer Research UK, Wellcome, UCL (University College London), Imperial College London and King’s College London.

The Crick was formed in 2015, and in 2016 it moved into a brand new state-of-the-art building in central London which brings together 1500 scientists and support staff working collaboratively across disciplines, making it the biggest biomedical research facility under a single roof in Europe.

The Francis Crick Institute will be world-class with a strong national role. Its distinctive vision for excellence includes commitments to collaboration; to developing emerging talent and exporting it the rest of the UK; to public engagement; and to helping turn discoveries into treatments as quickly as possible to improve lives and strengthen the economy.

KEY EXPERIENCE AND COMPETENCIES

The post holder should embody and demonstrate our core Crick values: Bold, Imaginative, Open, Dynamic and Collegial, in addition to the following:

- Experience of developing and delivering End User Compute Technologies.

- Strong working knowledge of computing technologies including endpoint protection, remote administration, imaging and software deployment, scripting, asset management, Active Directory, group policy, mobile device management, print management, IP telephony, and networking

- Strong demonstrable knowledge of Windows, Mac OS, Linux, iOS and Android platforms

- Strong demonstrable knowledge of Office 365 and SharePoint

- A demonstrable track record of Profile Management and Data Protection.

- Has worked in an ITIL aligned support environment with and active involvement in in supporting processes like Change and Release management and Service Transition.

- Demonstrable experience of call-logging and ticketing systems and experience of developing and implementing helpdesk workflows in helpdesk related tools

- A demonstrable ability to balance multiple priorities and operate comfortably in an environment that is developing and changing rapidly both in terms of staffing and scope of work

- Strong interpersonal skills and a proven track record of building effective working relationships at all levels

- Previous experience of developing and effectively maintaining appropriate documentation

- Excellent written and verbal communication skills and attention to detail

- Strong organisational skills and a demonstrable ability to manage own time effectively

- Technical ability to support and troubleshoot both Windows and Mac end user devices

- Self-starting quick learner with proven ability to adapt to changing circumstances

- Previous experience of working in a scientific/medical research environment is very desirable

Please note: all offers of employment are subject to successful security screening and continuous eligibility to work in the United Kingdom.

To apply please click the APPLY button.

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