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Desktop & Technical Support Engineer
Location:
Bristol, UK
Position:
IT
Date Posted:
05 Jun 2019
Vacancy Type:
Permanent
At Oxford Instruments Plasma Technology, We offer flexible, configurable process tools and leading-edge processes for the precise, controllable and repeatable engineering of micro- and nano-structures. Our systems provide process solutions for the etching of nanometre sized features, nanolayer deposition and the controlled growth of nanostructures.

These solutions are based on core technologies in plasma-enhanced deposition and etch, ion-beam deposition and etch, atomic layer deposition, deep silicon etch and physical vapour deposition.
 
Role Purpose:
Your primary role purpose will be troubleshooting hardware/software problems as notified by the users and a range of problems including equipment malfunction, software bugs or system errors. Also providing ad hoc support to users on the operation and use of the various standard software packages.Installing new equipment and/or relocates existing personal computers and peripherals. Ensure that user is familiar with the equipment operating procedures by giving instructions when necessary. Advise users on and dealing with their queries about the front-end applications.
 
Key Responsibilities:
  • Manage day to day performance of less experienced team members, training, coaching and supporting with their learning and development.
  • Provide effective interface between users and service providers. This includes advising users on systems, products and services which are available to them and assisting users in making more effective use of desk-top systems, products and services.
  • Installs and commissions desktop systems and their routine upgrades. Provides information on updates, known errors, changes in availability, new facilities etc.
  • Carries out support activities with respect to problem management process. Includes reporting on defect/problem, running simple diagnostic tools to identify issues, resolving simple technical problems, and obtaining diagnostic data to assist in investigating and resolving problems.
  • Identifies potential exposures to application systems critical to the continuity of the Oxford Instruments' business e.g. single points of failure, lack of effective countermeasures or lack of tested, up-to-date recovery plans. Identifies the need for the creation, testing and maintenance of an information systems disaster recovery plan, to agreed standards and assists in maintaining the continuity of application systems critical to Oxford Instruments existence to a level agreed by ITD.
  • Monitors stock levels of critical IT related office supplies ensuring adequate levels are maintained to sustain continual service. Liaising with standard suppliers to maintain relationship and pricing.
  • Undertakes small scale IT projects to deliver discrete packages of work, including but not limited to new product rollouts, upgrades, decommissioning and office moves.
  • Responsibility for building, maintain and supporting mobile devices to Oxford Instruments defined guidelines
  • Delivery of user education and training for desktop and telephony related products.
  • Delivery of Knowledge Base articles for the Service Desk.
KPIs':
  • Minimum interruption to end-user desk-top
  • Problems resolved on first call basis
  • Users' satisfaction with desk-top applications and other resource kit tools.
  • Desktop availability.
Education/Qualifications:
  • Bachelor degree in computer science/engineering or equivalent (desired)
  • Preferably have the relevant Desktop or IT Technical certification (desired)
  • Three years’ experience in the use and support of PC applications (desired)
Professional Skills/Abilities:
 
Technical Expertise
  • Experience on Microsoft Windows 07, 08 & 10
  • MS Office Productive Suite 2010-2016
  • Knowledge on help desk ticketing systems – (CAGE)
  • Exp on office 365 end user migration.
  • Experience on sever operations systems 2008, 2012, 2016 (desired)
  • Good IT desktop & Laptop technical support knowledge (desired)
  • Knowledge Dell Product Support (desired)
Business Orientation:
  • Familiar with general business environment and strategies.
  • Familiar with the current IT infrastructure in terms of different operating systems, network, database systems, application systems and servers, desktop hardware equipment and software applications
  • Manage own work to meet preset deadlines and objectives.
Personal Qualities:
  • Team Player
  • Completer / finisher
  • Strong communication and listening skills
Benefits:
In addition to a competitive starting salary, Oxford Instruments also offers structured career development opportunities, a good work-life balance, private healthcare, a share incentive plan, 25 days annual leave, half-days on Fridays, a defined contribution Group Personal Pension Plan, and a flexible benefits package that you can tailor to your own requirements.

If this role sounds of interest to you, please apply with your updated CV.

Follow us at www.twitter.com/oxinst or www.facebook.com/oxinst 

Note to recruitment agencies: Oxford Instruments does not accept agency CVs. Please do not forward details to our jobs alias, Oxford Instruments employees or any other company location. Oxford Instruments is not responsible for any fees related to unsolicited CVs

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