IT Service Desk Engineer

The Pirbright Institute delivers world-leading research to understand, predict, detect, and respond to viral disease outbreaks. We study viruses of livestock that are endemic and exotic to the UK, including zoonotic viruses, by using the most advanced tools and technologies to understand host-pathogen interactions in animals and arthropod vectors. Our major strength in understanding the immune systems of livestock provides a platform to control current diseases and respond to emerging threats.

Our Institute is made up of a dynamic and vibrant community of staff covering a diverse set of chosen fields, backgrounds, and experience. We all play a crucial role in furthering the Institute’s aspirations, advancing the frontiers of science and knowledge through our excellent scientific research, knowledge sharing and contribution; with a real focus in improving the world in which we live. Our outlook is always balanced by our strong sense of purpose, values and behaviours and an unwavering commitment to a ‘one Institute’ approach.

Organisation position and purpose

The IT Service Desk Engineer will provide second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

Main duties and responsibilities:

• 2nd line support - troubleshooting of IT related problems from software to hardware, such as Laptops, PCs, Printers, and mobiles.
• Troubleshoot basic network issues.
• Escalate unresolved calls to the 3rd line infrastructure support team.
• Log all calls in the Service Desk.
• Evaluate and install new IT desktop & laptop equipment.
• Maintaining an Asset Database and track changes.
• Support the institute’s audio-visual solution.
• Support the institute’s print estate.
• Support the institute’s Information Screen system.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Publishing support documentation to assist staff with requests for information & provide staff training if required.
• Active Directory knowledge. Creating user accounts, reset passwords, create groups.
• Mobile phone management and provision.
• To arrange for external technical support where problems cannot be resolved in house.

This job description is only an outline of the tasks, responsibilities and outcomes required of the role. The jobholder will carry out any other duties as may be reasonably required by their line manager. The job description and personal specification may be reviewed on an ongoing basis in accordance with the changing needs of The Pirbright Institute.

Personal Specification

• Excellent communication skills and telephone manner.
• Excellent organisational skills.
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service.

Essential/Desirable requirements

Essential

• Educated to degree standard or equivalent professional experience.
• Demonstrable experience in an IT service desk role.
• Incident management experience – managing incidents including business expectations and communication.
• Knowledge of Microsoft based operating systems with emphasis on Windows 10/11 and Microsoft Office 365.
• Active directory administration.
• Knowledge of AV equipment with emphasis on Teams & Yealink.
• Knowledge of print equipment with emphasis on Xerox.

Desirable

• Experience with using and troubleshooting Microsoft Teams.
• Knowledge of VMWare VDI desktop solution.
• Knowledge of Information screen systems.

Due to the nature of the work carried out by Pirbright, all successful applicants will be required to go through a comprehensive screening process including reference and qualification checks, financial and security clearances.

What we offer

• Generous Group Personal Pension Scheme and life cover (subject to age and earnings).
• 25 days annual leave per annum, pro rata, plus 10.5 public and privilege days.
• Buy and sell annual leave.
• Option to carry over up to two weeks annual leave.
• Pirbright gym with subsidised membership.
• Pirbright social club.
• Pirbright Lifestyle Hub (employee discount site).
• Cycle to work.
• Subsidised employee restaurant.
• Childcare allowance.
• Free onsite parking.
• Electric car charging facilities.

Due to the high volume of applications, we receive, if you have not heard from us within one month from closing date of the vacancy, then please contact us on jobs@pirbright.ac.uk for an update.