IT Support Engineer

Our mission is to push the boundaries of complex cell analysis. Using the Lightcast platform we are working with major pharmaceutical companies and leading academic institutes. Together, using our next generation microfluidic platform, we are making advances towards new science, unique clinical approaches, new therapies and innovative products.

The Lightcast platform allows precise and highly flexible independent control of thousands of microdroplets independently and in parallel using software-generated light patterns. By combining droplets containing different cells, antibodies, cancer drugs, reporters and /or other reagents we can perform complex workflows and assays with a flexibility far beyond what is currently possible on any cell analysis platform. 

About the role

Lightcast Discovery is recruiting an IT Support 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 get the opportunity to be instrumental in delivering some transformational technology projects. 

As an IT Support 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 smooth and secure.  

You will deliver exceptional customer service, keeping non-technical users confident and informed. We do require a minimum of 3-5 years in a similar role. You will provide IT & engineering support across all areas of the business. Predominantly face to face in the Cambridge office but including some remote support.  

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 
• Administering 2FA / Azure AD, Intune, Group Policy, SharePoint & Teams 
• Diagnosing and rectifying issues with Wifi, Client VPN’s & network connectivity 
• Performing system administration tasks for backups, security and storage. 
• Support and maintaining virtualised servers and infrastructure. 
• Support the deployment and ongoing maintenance of operating systems and applications for end user computing in a scientific environment. 
• Implementing 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, combined with effective problem-solving skills and the ability to work under pressure.  
• Absorbing new technical information swiftly and able to disseminate to others as needed. 
• Broad knowledge across IT Systems, Facilitating the sharing of good practice with others. 
• Excellent problem-solving skills and a logical mindset 
• Excellent communication skills and confidence to interact with colleagues at all levels regardless of their technical abilities.   
• A proven interest in technology & IT Security, with examples that you can discuss at interview. 
• Strong communication skills – ability to explain tech to non-tech people, fluent in both spoken and written English 
• The ability to demonstrate exceptional customer service, that often exceeds expectations 
• Passion for learning and professional growth, with a proactive approach to seeking work when appropriate and identifying service improvements. 
• Knowledge of Microsoft Intune and Defender management portals to a high level. 
• Microsoft Teams Meeting Rooms - hardware, architecture and system configuration. 

Desirable skills 

• Any 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 phone networks. 
• An Interest in Cybersecurity and mitigating security risks 
• Experience of working within a multisite organisation within a scientific environment 
• Scripting using PowerShell, Bash or Python 
• Microsoft Hyper-V Server virtualization technologies 
• Proficient in using Word, Excel and PowerPoint. 
• Relevant academic qualifications with equivalency to degree level education 

We offer a generous benefits package including:    

• 26 days holiday, plus Public Holidays
• Flexible working hours
• Pension contribution matched up to 7%
• Private medical insurance
• Income protection
• Life insurance
• Subsidised gym membership and weekly cross fit sessions
• Access to Cycle to Work and Technology schemes
• Enhanced family leave policies 

Lightcast Discovery is committed to equal employment opportunity. Learn more about Lightcast Discovery 
 
Recruitment & Staffing Agencies:
We have agreements with our preferred suppliers and will not be adding to this list. Any resume submitted in the absence of a signed agreement will become the property of Lightcast Discovery, and will not incur a placement fee.