IT Support Technician

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.

Are you keen to provide 1st line IT support and help keep business and operational systems running smoothly? Do you enjoy resolving IT issues, supporting onsite and remote users, and working with desktop, laptop and peripheral hardware? If so, we’d love to hear from you!

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)

UKAEA is an onsite organisation, and this role requires regular onsite presence (usually between 3-5 days in any given week) in line with business needs. We actively support flexible working arrangements where this is compatible with the role.

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 [email protected] 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.