IT Support Officer

Job Locations UK-Cambridgeshire-Cambridge
Job ID
Information Technology
Permanent Employee


The IT Support Officer is responsible for providing end user (L2/L3) support to internal staff within the VIX offices for all ICT related platforms and applications. This role is also responsible for regular maintenance of on-premises and cloud infrastructure, networking and communications infrastructure, system backups and testing, and general system administration within the VIX environment. In addition to these responsibilities, the IT Support Officer will undertake any additional duty or activity of the IT department that the management of the IT department deems as necessary to complete the day to day functions of the VIX IT department.


  • Providing F-T-S first point resolution/escalation of IT incidents and service requests, through the IT helpdesk platform, within set SLA
  • Systems administration and maintenance of internal IT platforms and systems
  • Monitoring and validation of system backups and performing regular DR testing
  • Generation and updating of internal records, registers and documentation
  • Liaising with external vendors for procurement, warranty, and escalation needs
  • Maintenance and configuration of internal monitoring platform
  • Operate within an ITIL framework, adhering to best practices for service management and delivery
  • Engage in development and deployment of internal projects within the Corporate IT environment


Skills & Qualifications



ITIL Foundations Certified

Tertiary qualification in Information Technology, or related discipline

Enthusiastic personality with excellent communication skills

Ability to work independently, and as part of a globally decentralised team


Relevant industry recognised certifications, (CCNA, ECMS, MCSA, AWS CCP)


Knowledge & Experience



Relevant experience in end-user support or equivalent

Detailed knowledge of end-user hardware, operating systems, and applications

Commitment to delivering high levels of customer service

Demonstrated problem solving and diagnostic skills

Operational administration of Microsoft server environment



Practical experience with enterprise virtualisation suites (VMware)

Administration of Cisco iOS and Meraki networking platforms


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