JOB DESCRIPTION

Department: Corporate

Reports to: IT Director

Direct Reports: 0

MAIN PURPOSE OF JOB

This newly created IT role is due to the significant growth and expansion of Evox Therapeutics which includes increased headcount and additional office and laboratory space now across two locations which include Oxford Science and Business Parks.

This role will be the main contact for user IT support for the company office and lab environments and will report to the IT Director.

The Senior Technician role is to support and maintain in-house user equipment and IT assets such as printers, scanners and office hot desk installations. This will also include user laptop and lab workstation builds, installing software, configuring, diagnosing, repairing, and upgrading all organisational user hardware and equipment while ensuring its optimal performance.
The person will also troubleshoot problem areas in a timely and accurate fashion and provide end-user training and advice / assistance where required. They will work closely with our current external IT support partner and ensure that SLA’s are achieved across the helpdesk function and will include standard first and second line support, troubleshooting, installation and maintenance of our current suite of IT hardware and software systems.
In addition, they will be the main IT support person for lab environments and are tasked with software licensing management.

KEY ACCOUNTABILITIES

• First point of contact for all internal IT user issues, this role will provide high quality timely and professional first and second line & desktop support either by telephone or desk support.
• A key part of the role is to help ensure that user devices are regularly updated with the latest software security updates from Microsoft, Sophos and other third-party vendors and to investigate / resolve quickly any updating issues or errors that occur on the devices.
• Responsible for ensuring that all IT equipment is managed for both new starters and leavers in line with People & Culture department and agreed processes.
• This role will manage the inventory using an asset manager, of IT user hardware, supplies and equipment to ensure appropriate availability and will undertake the necessary procurement to ensure stock levels are maintained.
• Escalate, research, diagnose and troubleshoot to resolve IT issues to ensure they are resolved in a professional and timely manner.
• Mobile device management for company and personal devices using Microsoft Endpoint Manager (Intune).
• Responsible for delivering an excellent IT support experience to all staff and in line with agreed level of service and timelines.
• Ability to communicate with staff at all levels to obtain a good understanding of IT issues or queries.
• Maintain documentation & IT asset tracking.

PERSON SPECIFICATION

• Experience of undertaking general desktop / PC support both first and second line
• Microsoft Azure Active Directory, SharePoint, MS Office 365 suite, Microsoft Endpoint Manager and Teams

• Windows 10 (knowledge of Windows 11 would be advantageous)
• Will need to have a good knowledge and understanding of Cloud technology, infrastructure, networking, and Internet connectivity

• Knowledge of DNS & DHCP
• Knowledge and understanding of ITIL & Process Management,
• Excellent interpersonal and communication skills.

• Analytical with the ability to provide solutions for day-to-day IT issues.
• Able to prioritize and execute tasks in a high-pressure environment, whilst being self-motivated
• The ability to work in a cross functional team-oriented, and highly collaborative environment.

Knowledge & Experience

Experience of working in a Biotech environment would be beneficial due to managing devices in lab areas

Experience gained with outsourced provider or in house IT support role

Knowledge of virtual networking environments such as Microsoft Hyper V would be an advantage

KEY BEHAVIOURAL ATTRIBUTES – ALL STAFF

People with Purpose – We are innovative and creative in the way we work and deliver. We treat each other with respect and dignity and work collaboratively to learn from each other’s strengths.

Driven to Deliver – We strive to deliver our objectives, and then look for our next challenge. We recognise our achievements and celebrate our successes.

Agile and Accountable – We respond to challenges impacting our progress and find creative and innovative solutions to overcome obstacles. We are brave and not afraid to change our approach to achieve a positive outcome in optimum time.

Candid and Constructive – We communicate with honesty and transparency throughout the team. We value giving and receiving constructive feedback to each other and our partners.