Job Description

Salary for this Role:

Circa £32,000 with benefits, subject to skills and experience.

Job Title:

ITO Support Engineer

Reports to:

Rylan Williams

Closing Date:

21/Jun/2026 23.59 GMT

Job Title: ITO Support Engineer

Details of the role:

Working pattern: This is full time permanent position on Crick terms and conditions of employment.

Salary: Circa £32,000 with benefits, subject to skills and experience

Application closing date: 21st of June 2026 at 23.59

About us

The Francis Crick Institute is Europe’s largest biomedical research institute under one roof. Our world-class scientists and staff collaborate on vital research to help prevent, diagnose and treat illnesses such as cancer, heart disease, infectious diseases and neurodegenerative conditions.

The Crick is a place for collaboration, innovation and exploration across many disciplines. A space where the brightest minds can pursue big and bold ideas and discover answers to crucial scientific questions. We support them in a dynamic environment which fosters excellence with state-of-the-art infrastructure, cutting-edge facilities, and a creative and curious culture. We’ve removed traditional boundaries of departments, divisions and disciplines and instead have an open approach that supports every researcher. This gives us the freedom to take risks and carry out high-quality, pioneering research. Creating a space for discovery without boundaries helps us to turn our science into benefits for human health and the economy.

About the role

We are looking for an enthusiastic ITO Support/Service Desk/Helpdesk Engineer to work as part of the ITO Helpdesk to deliver fast, friendly and effective 1st and 2nd line technical support.

The role supports over 3,000 users at the Francis Crick Institute, and will involve handling queries across macOS, Windows and Linux, resolving issues remotely or at the desk, and acting as a key point of contact for anyone needing IT assistance. The ideal candidate would be someone who has experience working on a busy IT helpdesk, supporting a predominately Mac environment and is a great communicator.

Day to day, you’ll log and manage incoming requests, troubleshoot a wide range of technical problems, and collaborate with specialist ITO teams when needed. You’ll also lead onboarding sessions, support technical training, and keep core equipment and stock running smoothly.

By helping to maintain these high service standards, you’ll play a key role in strengthening how the Helpdesk supports the Crick community and the wider scientific mission.

What you will be doing

You will:

• Work on a shift pattern of 8am – 6pm Mon – Fri in the ITO Helpdesk team, providing a single point of contact service for all Francis Crick employees and commercial partners.

• Provide 1st and 2nd line IT support to macOS, Windows 7, 10, 11 and Linux (Rocky, CentOS, Ubuntu) operating systems, with primary focus on resolving issues on FPOC by using remote software or when necessary, by desk visit.

• Lead on employee onboarding and technical training events, providing inductions as required.

• Manage stock asset management, ensuring levels remain at buffer stock and liaising with vendors to replenish when required.

• Ensuring all technical issues and queries received via slack, phone, email, self-service portal or walk-up are logged, tracked and actioned according to agreed processes and best practice.

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About you

You will have:

• Experience working on a busy IT helpdesk and providing 1st/2nd line support for macOS/Windows devices*

• A proven track record of delivering high quality customer service both in person and virtually.

• A “can do” approach to responding to customer queries.

• Entry level Networking qualification and CompTia A+ qualification or working towards.*

• Good understanding and experience of using ITIL v3/v4 in a working environment.

• Experience using/supporting JAMF & SCCM to deploy applications and patches, report on and manage end user devices.*

• Good networking knowledge; of troubleshooting LAN, DNS, DHCP and TCP/IP issues on both macOS, Linux and Windows devices.

• Previous experience of using an IT call-logging system for service requests and incident management. Use of ServiceNow an advantage.

Minimum Criteria*

About Working at the Crick

Our values

Everyone who works at the Crick has a valuable role to play in advancing the Crick’s mission and shaping our culture

• We are bold We make space for creative, dynamic and imaginative ideas and approaches. We’re not afraid to do things differently.

• We are open We’re highly collaborative and interactive, and make sure our activities are visible to the outside world.

• We are collegial We show respect for one another, work cooperatively and support the wider community.

At the Francis Crick Institute, we believe that diversity and inclusion are essential to driving innovation and scientific discovery. We are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed, regardless of their background, identity, or personal circumstances. We actively encourage applications from individuals of all genders, ethnicities, abilities, and experiences. We are a Disability Confident: Committed employer and want to ensure that everyone can apply and be part of our recruitment processes and so we'll make reasonable adjustments if you need them - just let us know when you apply. If you need assistance with applying (i.e., would like to apply by phone or post) please email: karen.au@crick.ac.uk

Find out more about life at the Crick.

What will you receive?

At the Francis Crick Institute, we value our team members and are proud to offer an extensive range of benefits to support their well-being and development:

• Generous Leave 28 days of annual leave, plus three additional days over Christmas and bank holidays.

• Pension Scheme Defined contribution pension with employer contributions of up to 16%.

• Health & Well-being

• 24/7 GP consultation services.

• Occupational health services and mental health support programs.

• Eye care vouchers and discounted healthcare plans.

• Work-Life Balance

• Back-up care for dependents.

• Childcare support allowance.

• Annual leave purchase options.

• Crick Networks offering diverse groups’ support, community and inclusive social events.

• Perks

• Discounted gym memberships, bike-to-work scheme, and shopping discounts.

• Subsidised on-site restaurant and social spaces for team interaction.

Please note you must meet the essential criteria listed within the Role Profile, to have your application reviewed.

We reserve the right to withdraw this advert at any given time due to the number of applications received.