IT Operations Support Specialist

Job Description

About us  

Fusion, the process that powers the sun and stars, is one of the most promising options for generating the cleaner, carbon-free energy that our world badly needs. UKAEA leads the way in realizing fusion energy, partnering with industry and research organisations to achieve ground-breaking advancements. Our goal is to bring fusion electricity to the grid by developing the power stations of tomorrow and the skilled workforce to deliver them.  

About the job 

Our Computing Division plays a vital role in supporting this mission by delivering secure, reliable and innovative digital solutions across scientific computing, modelling, simulation, software engineering, business systems, data acquisition and core IT services.

Within the Computing Division, the Enterprise Infrastructure Solutions team is responsible for designing, delivering and maintaining the central IT infrastructure and applications that support UKAEA's operations across all UK sites. This includes enterprise computing platforms, data networks, UNIX/Linux and Windows environments, cloud services, data centres, commercial software solutions and end-user support.

We are seeking an enthusiastic and technically capable IT Operations Support Specialist to join our shift-based IT Operations Team. In this role, you will provide essential first- and second-line IT support, helping to maintain the availability, performance and resilience of critical IT services across our scientific, experimental and business environments. You will monitor, investigate, diagnose and resolve technical incidents across a diverse technology estate, supporting infrastructure within both primary and secondary data centres. This will include servers, storage systems, network hardware, plant computers, power and cooling systems,  end-user devices and audio-visual services.

You will use enterprise monitoring tools to identify and resolve IT issues, supporting a range of hardware, software and infrastructure services. Working with technical teams, facilities staff and external suppliers, you will help maintain service availability, minimise disruption and ensure timely incident resolution. You will also contribute to improving IT support processes, procedures and intranet systems, while developing your technical skills and supporting UKAEA's fusion energy mission.

What You’ll Be Doing

• Provide first- and second-line IT engineering support within the shift-based IT Operations Team, managing incidents and service requests in line with ITIL processes.
• Monitor and maintain critical IT services using tools such as Zabbix, DCIM and SNOW, ensuring service availability and infrastructure readiness across UKAEA sites.
• Install, configure and maintain data centre infrastructure, including servers, storage, networks, computer racks, plant systems, power, cooling and environmental equipment.
• Provide hardware and software support across Windows, Linux, macOS and iOS platforms, including PCs, laptops, tablets, printers.
• Diagnose and resolve technical incidents, assess service impact and escalate where necessary, working with specialist teams, facilities staff and external suppliers to restore services.
• Maintain IT assets and the CMDB, undertake asset tagging and PAT testing, develop support procedures and knowledge articles, and contribute to continuous service improvement and professional development.

What You’ll Bring

• A-level qualification or equivalent (such as BTEC or HNC) in an IT or science-related subject.
• Demonstrable experience providing IT support in a 24/7 or shift-based operational environment, with knowledge of data centre management, including racks, power, HVAC, security and environmental systems, ideally within a medium or large data centre.
• Good technical knowledge of enterprise IT infrastructure, including Windows, Solaris, Linux and macOS operating systems, servers, storage, PC and laptop hardware, asset management, IP networking, DNS, DHCP, wired and wireless networks, and connectivity troubleshooting. Experience using infrastructure monitoring tools and service desk systems.
• Ability to work independently under pressure, diagnose and escalate technical issues appropriately, and follow ITIL-aligned incident, problem and change management processes. Strong communication and interpersonal skills, with experience collaborating across technical teams and producing technical documentation, standard operating procedures and user guides

Desirable: ITIL Foundation (V4 preferred, V3 acceptable), CompTIA A+, Network+ or equivalent certification; experience with PowerShell, Bash or other scripting tools, and familiarity with scientific or experimental research environments.

Please be aware that this role is subject to achieving a UK Security Vetting (UKSV) including The Disclosure & Barring Service (DBS) checks for criminal convictions and possibly a search of open source data. For this role the UKSV level is Security Clearance (SC). You must either hold SC clearance with no restrictions or be able to achieve it. Note: the UK residency criteria for SC is a minimum of 2 out of the last 5 years, at least one year of which must be 12 consecutive months. For further information please refer to The UKAEA recruitment process | UKAEA Careers.

UKAEA is an onsite organisation, and this role requires regular onsite presence in line with business needs. We actively support flexible working arrangements where this is compatible with the role. For this role we have the following shifts in 6 weeks rotation basis: 6.30am-2pm ,8.15am- 4.30pm and  2pm-10pm. Operational support throughout the year, including weekends and public holidays.

Benefits 

We have a generous range of benefits (see the full list here) and highlights include:   

• A salary of £43,702 (inclusive of a £3,300 specialist allowance)   
• Up to 7% corporate performance bonus
• Final salary defined benefits pension scheme with an equivalent of 21.5% employer pension contribution  
• 25 days annual leave plus 2.5 'privilege' days; 8 Bank Holidays
• Additional 3 days of site closure over Christmas break  
• Flexible working options plus family-friendly leave provisions  

Our commitment to ED&I 

UKAEA's mission is clean energy for all, and we welcome talented people from all backgrounds to help us achieve this goal. We are committed to equality, diversity, inclusion and accessibility, and strive to ensure fair representation across our workforce. 

Please email [email protected] if you have any questions or require adjustments to help you participate fairly in our recruitment process, for example changes to the way we interview or share information. As a Disability Confident Employer, we are committed to providing an inclusive and accessible recruitment experience for all candidates. 

We particularly encourage applications from groups currently underrepresented in STEM, including women and people from diverse ethnic backgrounds. All appointments are made on merit and further information can be found here.   

Qualifications

Additional Information

Salary: £43,702 (inclusive of Specialist Allowance) + excellent benefits including outstanding pension