IT Helpdesk Engineer Hillington, England
Job description
Hillington, Glasgow (hybrid working)
Meet the Innovation team.
Technology underpins everything we do at Amici, enabling our amazing team of purchasing and supply chain specialists to support some of the most exciting and important work in the biotech and life science industries. Customers come to Amici to source products for their laboratory. Our MyAmici platform allows scientists to purchase lab consumables, chemicals, biologicals and capital equipment.
It’s Amici’s Innovation team that works diligently to ensure that the MyAmici platform and online purchasing experience is easy and seamless, so that our customers can focus on making life-changing discoveries.
About the role.
As Amici continues to expand, we’re on the lookout for an IT Helpdesk Engineer to support our internal IT infrastructure, end-user devices, and internal colleagues. As part of our DevOps team, you will be responsible for monitoring our IT Helpdesk, providing 1st line support to our internal team for IT-related topics and 2nd line support to our Customer Success Team for our software platform.
Your experience in IT support within a Microsoft environment, coupled with your ability to troubleshoot and provide solutions, will be key to keeping our operations running smoothly and ensuring our internal teams experience minimal disruptions.
This is a permanent and full-time role, with opportunity to progress into other areas of specialism in the DevOps team.
This role is Hybrid, working 1 day a week in our Glasgow office (Tuesday) and 4 days a week from home (Monday, Wednesday, Thursday, Friday). For the first few weeks of employment, we may require more time in the office for onboarding and training.
What will you be doing?
Technical Support
- Provide primary support for internal IT infrastructure and end user devices – Microsoft Windows and Microsoft Azure environments.
- Build new end user devices and ensuring their appropriate patching.
- Handle 2nd line support queries for our software platform.
- Actively monitor the Helpdesk, ensuring tickets are addressed in a timely manner and escalated when necessary.
- Actively monitoring the IT Security Helpdesk and Monitoring, ensuring incidents are investigated and managed to resolution.
Operational Support
- Liaise with various internal teams to troubleshoot and resolve IT issues.
- Participate in routine maintenance and system upgrades.
- Offer IT assistance during onboarding processes for new employees and off boarding processes for leavers.
- Ensure all IT procedures and documentation are up-to-date.
- Performing key role in the companies Information Security Management System (ISMS)
What are we looking for?
- Experience in IT support roles, preferably in fast moving small-to-medium sized organizations.
- Familiarity with common IT infrastructure and end-user devices.
- Knowledge of standard software and hardware troubleshooting techniques, particularly in a Windows / Microsoft environment.
- Experience in monitoring and managing helpdesk operations.
- Good understanding of IT security best practices.
- Relevant IT certifications or computing degree would be an advantage.
- Able to communicate well with people of all levels and technical abilities.
What’s in it for you?
We offer an intrapreneurial environment where people are supported to do their best work, and everyone has the opportunity to make a difference. As a company, we never stop investing in our culture. We appreciate empowering, motivating and developing employees to offer a challenging and rewarding experience at Amici.
We also offer access to PluralSight, allowing you to continue to advance your skills and knowledge. If someone was keen on progressing a career within DevOps, this could be a great opportunity for you.
About Amici.
Amici was founded in 2005 by Caroline Briggs, who is still our CEO today. We provide a purchasing and supply chain management service, allowing biotech organisations to focus on discovering transformative innovations. Our procurement consultancy service, along with in-house cloud-based software, allows scientists to focus on discovering life changing cures, while we manage their laboratory purchasing and supply chain needs.
We take extreme pride in delivering solutions of the highest standard and are honoured that we can help our customers on their way to success. Our customers are loyal and enthusiastic about us and so are our people. Amici is an equal opportunity employer. Everyone is welcome regardless of your appearance, where you’re from, or anything else that makes you, you.
