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)/Degree
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 & with minimum supervision
Ability to learn quickly & handle complex ideas
Ability to analyse problems logically & 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
Please provide a role-specific covering letter or a completed NBI online application form
Attention to detail
Promotes equality and values diversity
Willingness to embrace the expected values and behaviours of all staff at the Institute, ensuring it is a great place to work
Willingness to work outside standard working hours when required
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..
For more information about working at NBI Partnership, please click here.
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.
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 NBI Partnership provides an exciting and stimulating multidisciplinary environment in which to work. Set in 230 hectares of parkland, we are an equal opportunities employer with a comprehensive benefits package to include; competitive starting salaries, free parking, defined contribution pension scheme, generous holiday entitlement and excellent recreational and leisure facilities.
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) 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.
Salary on appointment will be within the range £25,315 to £30,875 per annum depending on qualifications and experience. This is a full-time post offered on a permanent basis.
Applicants must have the right to work in the UK as we do not hold a Sponsorship Licence.
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 10 August 2020.