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Desktop Support Engineer

Department: IT Infrastructure

Location: Cambridgeshire, United Kingdom

 

About the role

 

We are looking for an experienced Desktop Support Engineer with a strong technical background to join our team. You will be responsible for providing excellent customer service while resolving desktop related issues for our UK staff.  


 

 

 

As a Desktop Support Engineer, you should have a solid technical background combined with strong customer service experience.  A customer focussed problem-solving attitude along with a high degree of initiative are essential skills to perform well in this position.


 

 

 

Ultimately, you should be able to deliver high quality technical support and increase Abcam staff satisfaction.


 

 

 

Role& Responsibilities

 

 

  • Answer queries logged by internal staff; providing Level 1 and Level 2 desktop support

  • Support staff in the use of technology by providing the necessary training and advice

  • Administer user access and privileges as part of the JML process

  • Deploy equipment as required

  • Take proactive ownership of logged problems

  • Properly escalate unresolved issues to appropriate internal teams or suppliers

  • Provide assistance and guidance to other members of the team

  • Document technical knowledge in the form of notes and manuals

     


    About you

  • Proven work experience as a Desktop Support Engineer

  • Strong hands on experience working with Windows environments.  (Mac OS knowledge is desirable)

  • Experience supporting users in a Microsoft environment.  (Knowledge of Oracle would be beneficial)

  • Proven experience in managing user access across various systems and applications including Active Directory

  • Excellent hardware knowledge of desktop equipment

  • Solid experience in scripting tools such as PowerShell

  • Good working knowledge of computer systems, mobile devices and other tech products

  • Knowledge of IT security practices

  • Good understanding of networking technologies

  • Ability to give instructions to a non-technical audience

  • Familiarity with ServiceNow or other ITSM platforms

  • Customer-service oriented with a problem-solving attitude

  • Excellent written and verbal communications skills

  • Experience in leading small desktop projects or initiatives would be highly regarded

  • Microsoft and ITIL certifications are desirable as is a BSc degree in Computer Science, Information Technology or relevant field

  • If this sounds like you and you’d like to be a part of a fast paced, growing business with the vision to become the most influential company and best-loved brand in life sciences please apply now! 

     

    About Us

    Ever since 1998, when our founder, Jonathan Milner, started selling antibodies from the back of his bike, Abcam has aimed to help scientific researchers make breakthroughs faster.  We now have offices and labs in the UK, the US, China and Japan, and as we continue to grow, we remain ambitious, driven by our customers’ success and their research needs.

    It’s our goal to provide a world-standard in protein research tools, technical support and delivery. When you join Abcam, you’ll join a global business with the passion and the vision to become the most influential company, and, best-loved brand in life sciences. Our culture is our key differentiator. We believe in empowering individuals, with responsibility given at an early stage. The working environment is fun and fast-paced, collaborative and outcome focused, with a strong customer focus. In addition to competitive salaries, we can offer an attractive flexible benefits package which includes share options, a culture focussed on wellbeing and opportunities for growth and development.

     

    You will be joining Abcam at an exciting time of growth and innovation!