1st Line Helpdesk Engineer

About us:
UCLB is a leading technology commercialisation company within the UK, and has an impressive and successful track record of creating licences and spinouts based on UCL’s intellectual property for 30 years. We are unique within the UK by being an independent, financially self-sufficient company with a strong history of making significant returns for UCL.

What you’ll be doing:
We are seeking a proactive and customer-focused individual to join our IT team as a IT Helpdesk Engineer. The successful candidate will provide first-line and second line support to both on-site and remote users, ensuring efficient resolution of technical issues and excellent user satisfaction. This role requires a willingness to be a team player, a good IT skillset, a commitment to providing exceptional customer service and willingness to undergo administrative business tasks and when needed. The role is varied and will need an individual who can adapt, be proactive and think on their feet. This role will include the opportunity to work towards industry recognized certifications, such as Microsoft certification.

Role responsibilities include:

• Full user account management, maintenance and in line with service level agreements.
• The first point of contact as IT support for all UCLB staff.
• Registering, triaging, and administering helpdesk tickets that arise.
• Respond quickly and efficiently according to priority levels.
• Manage the helpdesk ticketing system and escalate issues as necessary.
• Support UCLB staff remotely and on site.
• Configure and install IT Hardware and assist Senior IT with hardware issues like network switches, patch panels and printers.
• Work with external support companies assisting senior IT with data and network security
• Assist the Senior IT with the maintenance of security across all IT equipment used.
• Mobile phone provision, management and support.
• Ensure all meeting rooms are fully equipped and the IT and AV systems are operational at all times. · Assist the Senior IT in the support of external clients and visitors with any IT issues.
• Record all IT data, contracts and documentation in the relevant locations. · Provide other daily administrative support to Senior IT.
• Record and report IT trends and patterns noticed in the business.
• Any other special projects as discussed with Senior IT.

What experience you’ll need:

• Basic Azure Infrastructure.
• Management of Exchange Online.
• Windows Server Management.
• Windows 11 & MS 365 Stack (Teams, Outlook, Word, Excel, Powerpoint).
• Basic network understanding and troubleshooting.
• Intermediate Office 365 Admin Stack (Azure AD, Intune, Defender, Purview).
• Documentation and Administration.
• ITSM.

Advantageous skills include:
Powershell, Cyber Essentials, Copilot/AI tools, Azure VDI, CRM/ERP solutions.

What you’ll get in return for your talents:

You’ll be working alongside a highly skilled Senior IT Engineer with a brilliant customer focussed approach to IT support and the opportunity to be involved with upskilling and future projects.

Salary in the range of £28,000 – £35,000 per annum based on experience, with excellent benefits including including 31 days holiday + 8 bank holidays, generous pension, up to 10% bonus scheme and other health & wellbeing benefits.

What’s next
Apply now to this advert.

*Please note, this role is managed by our talent partner Roy Bennett at ADLIB recruitment.