IT Support Engineer

About the role: We are seeking a highly skilled self-motivated professionals lead our technology initiatives and ensure the seamless operation of IT systems. This is a hands-on generalist role covering end-user support, Google Workspace and Windows 365 administration and on-site infrastructure.

Twelve months in, success looks like this: tickets are resolved quickly and tracked properly, every user and device is set up the same documented way, Google Workspace and Windows 365 are secure and tidy, and the office network is mapped, monitored and rarely the cause of a problem.

You'll work closely with lab, admin and leadership teams, and with outside vendors for ISP, hardware and specialist support.

What you'll do:

General IT support • Own the help desk: log, prioritise and resolve tickets in person, by phone and remotely, and escalate to vendors when needed. • Onboard and offboard staff end to end: accounts, licences, devices, access and asset records • Maintain the hardware and software inventory, including laptops, desktops, printers, phones and peripherals • Write and keep up to date simple how-to guides and runbooks for common issues and provide trainings to staff • Identify, verify service history, conduct, and negotiate quotes along with terms and conditions with vendors in line with company business requirements as needed.

Google Workspace • Administer the Google Workspace Admin Console: users, groups, organisational units, shared drives and licences • Manage Gmail settings, routing, spam and phishing protection, and shared mailboxes • Enforce security policies such as 2-step verification, password rules and data sharing controls • Handle Google Drive permissions, retention and data recovery requests etc.

Windows 365 and Windows desktops • Provision, assign and support Windows 365, including licences, provisioning policies and user connectivity • Manage Windows 10/11 devices through Microsoft Intune: enrolment, compliance policies, configuration profiles and app deployment • Keep Windows updates, antivirus and endpoint protection current across all devices • Image, set up, repair and troubleshoot Windows desktops and laptops, including drivers, printers and lab-instrument PCs

Networking and infrastructure • Support the office LAN and Wi-Fi: switches, access points, VLANs, DHCP and DNS • Configure and monitor the firewall, VPN and internet links, and work with ISPs on outages • Maintain network cabling, the comms rack, UPS units and CCTV or access-control devices connected to the network • Keep network diagrams, IP address records and passwords documented and secure

Security and compliance • Apply basic security controls and respond to phishing, malware and account-compromise incidents • Run and test backups for critical data • Support audit requirements common in regulated labs, such as access reviews and system records (e.g. GxP, ISO)

About the role:

• Highly skilled self-motivated professionals
• Experience in end-user support, Google Workspace and Windows 365 administration and on-site infrastructure