Overview

Lightcast Discovery is recruiting an IT Systems Engineer to join the IT team. This is a fantastic opportunity to advance your career in a fast growing and exciting business. You will support colleagues across our IT, communications and computer systems including network architecture, cyber security, Audio & Video Conferencing, applications & hardware support, mobile, apps, and more. You will be a point of escalation, handle and resolve support requests, maintain the performance of our systems, and plan for future requirements. You will share good practice and assist in the technical development of other IT team members. If you\'re an IT problem-solver who thrives on helping people and enjoys working with technology, this is your chance to grow with a supportive and innovative team. You will be instrumental in delivering some transformational technology projects. As an IT Systems Engineer (2nd/ 3rd Line), you\'ll be the go-to expert for resolving technical issues, ensuring our colleagues stay productive and stress-free. Your expertise in Microsoft 365, Windows, and desktop support will be crucial in keeping our systems running smoothly and securely. You will deliver exceptional customer service, keeping non-technical users confident and informed. The role is predominantly based in the Cambridge office with some remote support. A minimum of 3-5 years in a similar role is required. You will provide IT & engineering support across all areas of the business.

Key Responsibilities

• Provide 2nd Line support for Microsoft 365, Windows, and desktop-related issues.
• Remotely troubleshoot hardware, software, and network problems effectively.
• Manage and resolve escalated support tickets, ensuring customer satisfaction.
• Assist in onboarding new users, including setting up accounts and devices.
• Support Office 365 applications, including Teams, SharePoint and Exchange.
• Maintain and update IT documentation, procedures and user guides.
• Work closely with IT colleagues on infrastructure improvements and projects.
• Ability to troubleshoot and resolve desktop, network and application issues.
• Administer 2FA / Azure AD, Intune, Group Policy, SharePoint & Teams.
• Diagnose and rectify issues with Wifi, Client VPNs & network connectivity.
• Perform system administration tasks for backups, security and storage.
• Support and maintain virtualised servers and infrastructure.
• Support the deployment and ongoing maintenance of operating systems and applications for end-user computing in a scientific environment.
• Implement projects and technologies that benefit the business.
• Through an agreed change control process, propose, document & implement approved security initiatives and configurations for Cloud, Endpoints and Servers.

Essential Skills

• 3 years minimum experience in IT support, ideally in a 2nd Line Engineering role.
• Strong knowledge of Microsoft 365, Windows 10/11 and Active Directory.
• Familiarity with ITSM ticketing systems (e.g. ServiceNow, Freshworks, Zendesk).
• Agility, problem-solving skills and the ability to work under pressure.
• Ability to absorb new technical information swiftly and disseminate to others as needed.
• Broad knowledge across IT systems, with the ability to share good practice with others.
• Excellent problem-solving skills and a logical mindset.
• Excellent communication skills and confidence to interact with colleagues at all levels.
• A proven interest in technology & IT security, with interview-ready examples.
• Strong communication skills – ability to explain tech to non-tech people, fluent in English.
• Demonstrated exceptional customer service and a proactive approach to service improvements.
• Knowledge of Microsoft Intune and Defender portals to a high level.
• Microsoft Teams Meeting Rooms - hardware, architecture and system configuration.

Desirable Skills

• IT certifications (CompTIA, Microsoft, ITIL).
• Networking knowledge (DNS, DHCP, VLANs), firewalls, switches and routing.
• Microsoft Teams Telephony integration with calling plans, Call routing and PSTN.
• Interest in cybersecurity and mitigating security risks.
• Experience in multisite, scientific environments.
• Scripting using PowerShell, Bash or Python.
• Microsoft Hyper-V server virtualization.
• Proficient in Word, Excel and PowerPoint.
• Academic qualifications with equivalency to degree level education.

Benefits

• Expected salary range of £35k-£45k depending on experience.
• 26 days holiday, plus public holidays.
• Flexible working hours.
• Pension contribution matched up to 7%.
• Private medical insurance.
• Income protection and life insurance.
• Subsidised gym membership and weekly cross-fit sessions.
• Access to Cycle to Work and Technology schemes.
• Enhanced family leave policies.

Equal Opportunity

Lightcast Discovery is committed to equal employment opportunity.