IT Support Technician

Fusion Energy Base; Abingdon; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Salary £29,328

Bonus up to 7%

Pension 21.5%

25 days + 2.5 privilege days

8 Bank Holidays

Christmas closure

Flexible working

Job summary

UKAEA’s Computing Division is seeking an IT Support Technician to provide 1st line IT support across the organisation, triaging incidents and service requests and collaborating with 2nd/3rd line teams.

You’ll assist with Windows 10/11, Microsoft 365 apps, Active Directory, networking and hardware, creating knowledge articles and contributing to ITIL/ITSM processes.

The role offers a salary of £29,328, generous pension, bonus potential, 25 days’ leave plus holidays, and flexible working options.

Qualifications

• A-level or equivalent IT/science qualification required.
• Excellent customer support and communication skills.
• Strong knowledge of Windows 10/11 operating systems.
• Experience supporting Microsoft 365 apps (Teams, Outlook, Word, Excel).
• Understanding IT security basics (malware protection, passwords, phishing, updates).
• Experience in service desk or end-user support environment.
• Experience supporting desktop/laptop hardware and peripherals.
• Analytical approach desirable.
• Ability to work under pressure.
• Experience with Mac OS, Linux, or mobile devices preferred.

Responsibilities

• Front Desk IT Service Desk—first contact to manage and resolve incidents and requests.
• Troubleshoot Windows devices and support macOS, Linux, and mobile devices as needed.
• Assist in laptop/desktop imaging and deployments.
• Support Microsoft 365 applications (Outlook, Teams, Word, Excel, OneDrive, SharePoint).
• Assist users with networking, printing, telecoms, and remote access.
• Manage and track IT activities through service management tools.
• Create and maintain support procedures and knowledge articles.

Skills

Windows 10/11

Microsoft 365

Customer support

ITIL/ITSM

Troubleshooting

Communication skills

Education

A-level / IT or science subject equivalent

Tools

Active Directory

Microsoft 365 admin

Job description

IT Support Technician

Overview of Responsibilities

About us Fusion, the process that powers the sun and stars, is one of the most promising options for generating the cleaner, carbon-free energy that our world badly needs. UKAEA leads the way in realizing fusion energy, partnering with industry and research organisations to achieve ground-breaking advancements. Our goal is to bring fusion electricity to the grid by developing the power stations of tomorrow and the skilled workforce to deliver them.

About the job

Join UKAEA’s Computing Division as an IT Support professional, providing 1st line support to users across the organisation. You’ll be a key first point of contact, supporting a wide range of IT services including Microsoft 365, Windows, Active Directory, networking, hardware, application deployment and remote working technologies. Working as part of a collaborative IT team, you’ll triage and help resolve incidents and service requests, working closely with 2nd and 3rd line teams. Strong communication and customer service skills are essential, along with an understanding of ITIL/IT Service Management (ITSM) and a commitment to delivering an efficient, user-focused service.

What You’ll Be Doing

• Front Desk (IT Service Desk) Support – professional, friendly first contact with end users to help manage and resolve their IT Incidents and Service Requests online, via phone and in person.
• Help in troubleshooting or supporting Windows devices, plus a smaller number of macOS, Linux and mobile devices.
• Assist in laptop and desktop imaging.
• Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, OneDrive and SharePoint.
• Assist users with networking, printing, telecoms and remote access solutions.
• Manage, assign and track IT activities through our IT service management tool and processes.
• Create and maintain support procedures and knowledge articles to improve user self-service.

What You’ll Bring

• A-level qualification, apprenticeship, BTEC, HNC or equivalent in an IT or science-related subject.
• Excellent customer support skills – ability to communicate with all users in a clear, professional, and supportive manner.
• Good knowledge of Microsoft Windows 10 and Windows 11 operating systems.
• Experience supporting Microsoft 365 applications, including Teams, Outlook, Word and Excel.
• Understanding of IT security principles, including malware protection, password security, phishing awareness, and software updates.
• Experience providing technical support within a service desk or end-user support environment.
• Experience supporting computer hardware, including desktops, laptops and associated peripherals.
• Desirable: Takes an analytical approach to problem solving.
• Ability to work under pressure.
• Working knowledge of other operating systems (Mac OS, Linux, mobile devices)

Benefits

We have a generous range of benefits (see the full list here) and highlights include:

• A salary of £29,328
• Up to 7% corporate performance bonus
• Final salary defined benefits pension scheme with an equivalent of 21.5% employer pension contribution
• 25 days annual leave plus 2.5 ‘privilege’ days; 8 Bank Holidays
• Additional 3 days of site closure over Christmas break
• Flexible working options plus family-friendly leave provisions

Our commitment to ED&I

UKAEA’s mission is clean energy for all, and we welcome talented people from all backgrounds to help us achieve this goal. We are committed to equality, diversity, inclusion and accessibility, and strive to ensure fair representation across our workforce.

Please email [e-mail] if you have any questions or require adjustments to help you participate fairly in our recruitment process, for example changes to the way we interview or share information.

As a Disability Confident Employer, we are committed to providing an inclusive and accessible recruitment experience for all candidates.

We particularly encourage applications from groups currently underrepresented in STEM, including women and people from diverse ethnic backgrounds. All appointments are made on merit and further information can be found here.

Salary

£29,328 + excellent benefits including outstanding pension

View benefits

Programme

Programme Department Enterprise Infrastructure Solutions Discipline Engineering Site Location UKAEA Culham, Oxfordshire Type of Employment Full-time Reference Number REF4570E Qualifications Additional Information