Second Line IT Support

Source Bioscience; Bulwell; On-site; GBP 29,000 - 35,000; Full time

Job summary

A leading biotechnology firm in Bulwell seeks an IT Support Technician to provide exceptional technical support. You will handle various IT-related incidents, requiring strong skills in Microsoft Windows Servers, Office 365, and networking. The ideal candidate will be methodical, proactive, and possess excellent customer service skills. Located on-site, this is a full-time role with competitive salary and benefits.

Benefits

Pension

Income Protection

Death in Service

Employee Assistance Programme

Virtual GP Service

Health and wellbeing resources

Mental Health support

33 days holiday

Birthday off

Cycle to work scheme

Discounted private healthcare

Responsibilities

• Provide exceptional technical support and guidance to end-users.
• Resolve IT-related issues from simple password resets to complex queries.
• Document solutions and maintain knowledge base articles.
• Perform software builds/re-builds on PCs and laptops as required.
• Manage incidents through to completion and escalate as needed.

Skills

Excellent communication skills, both written and verbal

Friendly, confident and professional telephone manner

Eager to learn new skills and invest in personal development

Good attention to detail with problem-solving skills

Time management skills with the ability to prioritize

Self-motivated with the ability to work alone and in a team

Good knowledge and experience with Office 365 management

Strong knowledge of Windows 10 & Windows 11

Experience with Windows Server technologies

Hardware knowledge

Tools

Microsoft Windows Servers

Microsoft Exchange

Networking

Active Directory

ConnectWise Automate

Virtualization technologies

Linux

Job description

Source BioScience, comprised of Source LDPath and Source Genomics, provides industry-leading laboratory services in genomics, multiomics and healthcare diagnostics, partnering with biotechnology, pharmaceutical, healthcare and academia. For more information, please visitwww.sourcebioscience.com.

Job Description

This is a full time role of 37.5hours

Salary up to £35k depending on experience

CLOSING DATE 28 MAY 2025 - First stage Interviews to be held 02-06 June 2025.

The Role:

The role will be to actively and proactively ensure that all users receive exceptional IT support and Customer service during all contact with the IT Team, working internally with both in-house, 3rd party apps, server monitoring, server management and networking. We are mainly windows-based outfit with a small number of Linux machines. Traveling to other sites may be necessary on occasion.

KEY RESPONSIBILITIES:

• Provide exceptional technical support and guidance to end-users, troubleshooting and resolving complex IT-related issues.
• Resolution of incidents ranging from simple password resets to complex server queries.
• Escalation of incidents as necessary.
• Work closely with other internal teams and understand processes thought the business
• Perform software builds/re-builds on PCs and laptops as required.
• Document solutions and maintain knowledge base articles
• Server patching 1 Sunday every other month
• Ensure compliance with relevant industry regulations, standards, and data protection laws.

You will respond to, manage and resolve incidents through to completion, recognising when escalation is required for the quickest resolution for the user. You will provide users with continual and regular updates throughout the management of their incidents, whether assigned to you or a higher-level engineer. The role will require you to work effectively on the service desk systems, keeping all tickets fully updated in real time.

The Candidate:

The ideal candidate will be proactive and reliable with impeccable customer service skills as well as methodical troubleshooting mind. You will be skilled in Microsoft Windows Servers, Microsoft Exchange, Networking, Microsoft Office 365 along with Active Directory.

Due to the volume of expected applications we may bring this closing date forward. We apologise that we are unable to respond individually to each application. If we have not contacted you within 7 working days your application has been unsuccessful and your details have not been retained. Please feel free to apply for any other position you may see in the future.

Qualifications

Key Skills:

• Excellent communication skills, both written and verbal.
• Friendly, confident and professional telephone manner.
• Eager to learn new skills and invest in personal development.
• Good attention to detail with well-developed problem-solving skills.
• Time management skills with the ability to prioritise effectively.
• Self-motivated with the ability to work alone and as part of a team.
• Good knowledge and experience with Office 365 management.
• Strong knowledge of Windows 10 & Windows 11 operating systems.
• Good understanding of Microsoft Office software
• Experience working with servers including updates (Server 2016+)
• ConnectWise Automate experience beneficial
• Proficient in virtualization technologies
• Service monitoring
• Siem Monitoring
• Linux knowledge beneficial
• Hardware knowledge
• Experience with Windows Server technologies, managing Active Directory, and Group Policy.

Additional Information

• Pension
• Income Protection
• Death in Service
• Employee Assistance Programme
• Virtual GP Service
• mProve Yourself health and wellbeing resources
• SkinVision App
• Able Futures Mental Health support
• 33 days holiday (inclusive of bank holidays)
• An extra day off on your birthday
• Cycle to work scheme
• Discounted private healthcare

Due to the volume of applications, we apologise that we are unable to respond individually to each application. If we have not contacted you within 7 working days your application has been unsuccessful and your details have not been retained. Please feel free to apply for any other position you may see in the future.