IT Support Engineer

<div class="content-intro"><p><strong>Our Why At Dotmatics </strong></p> <p>At Dotmatics, a Siemens company,  we believe science, data, and decision-making must be deeply intertwined for innovation to thrive. Our Portfolio includes Luma, LumaLab Connect, ELN Platform, Graphpad Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express, LabArchives, NQuery, EasyPanel, SoftGenetics and Virscidian.</p> <p><strong>We have a vision for a new Lab of the Future that will change the future of scientific research.</strong></p> <p>We have created the world’s most comprehensive digital science platform – best-of-breed software applications already used by more than 2 million scientists, together in a single ecosystem united by a powerful, flexible enterprise data platform. This is not flat data buried away in digital graveyards. This is dynamic, multi-dimensional decision-making.</p> <p>Scientific enterprises need a new level of effectiveness to achieve tomorrow’s breakthroughs. Illness will not wait. The biosphere will not wait. We are tireless in our vision, because the time for innovation is now.</p> <p><strong>Shaping the Future of Science At Dotmatics </strong></p> <p>Our global team of more than 800 colleagues are dedicated to supporting our customers in over 180 countries. Together, with our scientific community of users, we accelerate scientific innovation in order to make the world a healthier, cleaner, and safer place to live.</p> <p>You’ll join a collaborative, global team pushing the boundaries of scientific innovation.  Your ideas and efforts will have a tangible impact, accelerating scientific progress and discovery. We offer a dynamic, remote-friendly environment that fosters high integrity and collaboration, empowering you to excel. Dotmatics is a company built by scientists, for scientists. Combined, we are now the world’s largest cloud-based scientific research R&D platform. We need your help to keep growing and pioneering the future.</p> <p><strong>We are Science Driven. We are Customer Centric. We are Better Together. </strong></p></div><div><strong>What do we need</strong></div> <div> <p>We're looking for an IT Helpdesk Support Engineer/Technician to be the first line of technical support for employees across our multi-entity organization. You'll work in a hybrid identity environment (on-prem AD synced to Entra ID/Azure AD) alongside Google Workspace, supporting Windows and macOS users, and troubleshooting Exchange Online and Google Mail. <br><strong>We currently have 2 open positions - these positions will work in shifts to support a global business, shift patterns may include working hours such as a split shift or early morning starts, your recruiter will give you more details.  </strong></p> <br><strong>In this role you will get to:</strong></div> <div> <ul> <li><strong>Endpoints: </strong>Troubleshoot PC/Mac hardware, OS, and app issues; coordinate device replacement and deployment; support Intune/Jamf Pro policy and compliance </li> <li><strong>Identity & Access: </strong>Resolve login/auth issues across AD and Entra ID; process system and software access requests; support Google Workspace accounts </li> <li><strong>Email: </strong>Troubleshoot Exchange Online and Google Mail issues; process DL and shared mailbox requests </li> <li><strong>Network & General Support: </strong>Basic Wi-Fi/VPN/connectivity troubleshooting; assist with change requests; handle general IT tickets </li> <li><strong>Onboarding/Offboarding: </strong>Provision new hire access and devices; process offboarding (access revocation, device retrieval) </li> <li><strong>Cloud Workspaces: </strong>Provision and troubleshoot AWS Workspaces for designated employees</li> <li><strong>Ticketing: </strong>Own tickets in Jira Service Management (JSM) from intake to resolution within SLA; escalate as needed </li> </ul> </div> <div><br><strong>We are looking for people who have </strong>3–5 years in an IT helpdesk or desktop support role, working in a multi-geo environment supporting business users in multiple time zones and various productivity suites such as Microsoft and Google suites.  You will have experience working UK & US teams.  This role requires a strong command of English both written and spoken. <br><br><strong>The key skills we need </strong></div> <div> <ul> <li>Working tickets in Jira Service Management (JSM) </li> <li>Hands-on support experience with both Windows and macOS </li> <li>Working knowledge of Active Directory and Azure AD/Entra ID (hybrid identity) </li> <li>Cloud operations fundamentals — familiarity with AWS and/or Azure (core services, basic IAM concepts) </li> <li>Familiarity with Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive) </li> <li>Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi) </li> <li>Onboarding new joiners, Provisioning new laptop set up and access, including hosting live first day Onboarding meetings/inductions + Offboarding, Decommissioning of users </li> <li>Strong customer-service mindset and communication skills </li> </ul> <p><strong>You may also have</strong></p> <ul> <li>Google Workspace administration experience </li> <li>Working knowledge of Intune and/or Jamf Pro </li> <li>Exposure to AWS Workspaces or other VDI </li> <li>Working in a complex, multi-entity/post-acquisition IT environment </li> <li>Familiarity with SSO/SAML and third-party IdPs (e.g., JumpCloud, Okta) </li> <li>Basic scripting/automation exposure (PowerShell, Bash, or Google Apps Script)</li> <li>IT certifications (CompTIA A+/Network+, Microsoft MD-102, AWS Cloud Practitioner, Jamf Certified Associate) </li> </ul> <p> </p> </div><div class="content-conclusion"><p>Research shows us the<a class="c-link" href="https://www.theatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/" target="_blank" data-sk="tooltip_parent" data-stringify-link="https://www.theatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/"> confidence gap</a> and imposter syndrome can get in the way of meeting outstanding candidates, so please don’t hesitate to apply — we’d love to hear from you.</p> <p>By submitting your application, you agree that Dotmatics may collect your personal data for recruiting, global organization planning, and related purposes. Dotmatics <a class="c-link" href="https://www.dotmatics.com/privacy-policy" target="_blank" data-sk="tooltip_parent" data-stringify-link="https://legal.hubspot.com/privacy-policy">Privacy Notice</a> explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Dotmatics use of your personal information.<span class="c-message__edited_label" data-sk="tooltip_parent"> </span></p> <p><strong>Dotmatics is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.</strong></p></div>