IT Support Engineer (Tier 1)

Join us at EIT:

At the Ellison Institute of Technology (EIT), we’re on a mission to translate scientific discovery into real world impact. We bring together visionary scientists, technologists, engineers, researchers, educators and innovators to tackle humanity’s greatest challenges in four transformative areas:

• Health, Medical Science & Generative Biology
• Food Security & Sustainable Agriculture
• Climate Change & Managing CO₂
• Artificial Intelligence & Robotics

This is ambitious work - work that demands curiosity, courage, and a relentless drive to make a difference. At EIT, you’ll join a community built on excellence, innovation, tenacity, trust, and collaboration, where bold ideas become real-world breakthroughs. Together, we push boundaries, embrace complexity, and create solutions to scale ideas from lab to society. Explore more at www.eit.org.

Your Role:

At EIT we are seeking experienced IT Support Engineers (Tier 1) to deliver high‑quality, frontline technical support to users across the organisation. You will be the first point of contact for IT incidents and service requests, ensuring a calm, professional, and human‑centred support experience.

Your work will underpin IT service reliability and play a key role in continuous improvement through automation, documentation, and operational excellence throughout EIT.

Your Responsibilities:

• Resolve IT incidents and service requests across end‑user devices, identity & access, collaboration platforms, and basic AV support.
• Provide daily support for Windows and macOS endpoints, with occasional support for Linux systems.
• Deliver Joiners, Movers, Leavers (JML) activities accurately and within SLAs, ensuring correct provisioning and decommissioning.
• Use scripting and automation (e.g., PowerShell, workflow tools) to reduce manual effort and improve consistency.
• Operate within ITIL‑aligned processes, ensuring tickets are properly logged, prioritised, and well‑documented.
• Maintain clear communication with users throughout ticket lifecycles.
• Build and maintain internal and user‑facing IT knowledge articles.
• Identify recurring issues and escalate trends with evidence‑based recommendations.
• Collaborate with Tier 2 and specialist teams to ensure effective handovers and minimise repeat incidents.
• Contribute to ongoing improvements across knowledge, processes, and tooling.

Essential Skills, Qualifications & Experience:

• Strong hands‑on experience supporting Windows and macOS in an enterprise environment.
• Basic scripting or automation capability (e.g., PowerShell, Power Automate).
• Working knowledge of Microsoft 365, Okta, and core identity/access concepts.
• Experience working within an ITIL‑aligned service environment.
• Familiarity with service management tools (e.g., Jira) and ticketing best practice.
• Excellent communication skills with the ability to translate technical issues into user‑friendly language especially with non-technical users.
• Accountable, proactive, with a self-starter attitude, we’re looking for people who are always seeking opportunities to improves services and processes for operational efficiency.
• High attention to detail

Our Benefits:

• Salary: Dependent on experience + travel allowance + bonus
• Enhanced holiday + options to buy additional days
• Pension
• Life Assurance
• Income Protection
• Private Medical Insurance
• Hospital Cash Plan
• Therapy Services
• Perk Box
• Electric Car Scheme
• Childcare benefit

Working Together – What It Involves:

• You will live in, or within easy commuting distance of, Oxford and can commit to being fully office based.
• You will have the right to work in the UK. Unfortunately, we cannot offer sponsorship for this role.