It Support Technician

Overview of Responsibilities

As an employee of UKAEA you will benefit from:

• Outstanding defined benefit pension scheme, details of which can be found at the end of this advert.
• Corporate bonus scheme up to 7% and a Relocation allowance (if eligible).
• Flexible working options including family friendly policies.
• Employee Assistance Programme and trained Mental Health First Aiders, 
• Generous annual leave allowance starting with 25 days, plus 3 days Christmas closure and 2.5 privilege days, in addition to UK bank holidays
• Wide range of career development opportunities
• A vibrant culture committed to equality and being fully inclusive

This role requires employees to complete an online Baseline Personnel Security Standard (BPSS), including The Disclosure & Barring Service (DBS) checks for criminal convictions.

The Role

Are you looking for an exciting opportunity to make a difference? Join our team and contribute to the future of fusion energy. As IT Support Technician, you will play a pivotal role in providing 1st line (Service Desk) and 2nd line (PC Support) IT Support Section in the Service management Group.

The Role sits within the IT Support Section in the Service management Group, under the Enterprise Infrastructure Solutions Unit within the Computing Division which is responsible for the centrally managed IT services and infrastructure of the UKAEA sites. This includes data networks, desktop computing, file systems, UNIX, Linux and Windows server systems and JET data acquisition and storage tools. It also provides service desk support and operational management of UKAEA computer rooms.  

A key part of the role is that ‘First Contact’ with end users, so a high standard of communication and personal skills are required to liaise effectively with users of differing technical ability both onsite and working remotely. 

The role also involves working closely with other 2nd/3rd line IT support teams to assist or escalate incidents and service requests to completion within a team environment. 

The role requires supporting or adhering to ITIL best practice or effective IT service management (ITSM), which helps maintain high standards of service delivery with an emphasis on timely and efficient management of incidents and service requests. 

Additional Responsibilities:

• In person and remote IT support to staff working on site and remote support to staff working remotely. 
• Provide hardware support for computer platforms predominantly Dell including PCs, laptops and tablets. 
• Provide Operating System support for predominantly Microsoft Windows, but also some MacOS and Linux. 
• Manage tasks and activities using a range of tools and processes including IT Service Management software. 
• Assist with Development of processes and procedure to assist the support team tasks and activities. 
• Produce knowledge articles for inclusion into the ITSM tool to aid and promote user self-service. 

Qualifications

Essential Requirements:

• A-level or equivalent (e.g., Apprenticeship, BTEC, HNC) in an IT or science related subject. 
• Good knowledge of Microsoft Windows operating systems (Windows 10,11...), and good knowledge and experience of office-based software systems (MS Teams, Outlook, Word, Excel). 
• IT Security awareness – e.g., Malware protection, Passwords, phishing emails & keeping software up to date. 
• A minimum of one year working within an IT Support environment.
• Experience of PC imaging and application deployment.
• We have openings for Level 2, which is the beginner level, and Level 3, requiring 1+ years of experience in the industry. Based on your experience & knowledge, you will be considered for the appropriate role that best fits your qualifications.