We are on a mission to make science open so everyone can live healthy lives on a healthy planet
Who we are
Frontiers is an award-winning open science platform and leading open access scholarly publisher.
We are one of the largest and most cited publishers globally. To date, our 200,000 freely available research articles have received more than 1 billion views and downloads and 2 million citations. Our journals span science, health, humanities and social sciences, engineering, and sustainability. And we continue to expand into new academic disciplines so more researchers can publish open access.
Be part of the publishing revolution and help us transform the way research is published, evaluated, and communicated to the world.
About The Role
Leads a team responsible for effective provisioning, installation/configuration, operation, and maintenance of systems (hardware and software) and related infrastructure across all Frontiers offices worldwide
Participates in technical research and development to enable continuing innovation within the infrastructure
Key Relationships
Reporting to: IT Services Support Manager
Key Responsibilities
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Manage, coach and develop a team of IT Desktop Support Technicians to ensure value and continuity for service management.
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Oversee the support provided to the business by your team
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Develop excellent working relationships with the business to understand, prioritize and effectively deliver IT Network & Services requirements
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Provide 1st and 2nd level IT support promptly and effectively
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Provision new equipment and users, configuring new laptops and related equipment, as well as set up office and conference equipment
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Deliver IT Inductions/Onboarding of new starters and help new joiners to integrate to our company by providing IT Services support where required
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Manage accounts and permissions in accordance with HR requirements and user requests
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Oversee capacity management and infrastructure optimisation
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Ensure security updates are applied to all our systems
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Manage IT asset inventory and desktop computing hardware lifecycle
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Use and maintain Active Directory and IT Services Knowledge Base
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Ensure all operational documentation is established and maintained by team members
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Assist with administrative and invoicing/cost issues and new service acquisition and growth strategies for all Frontiers offices
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Participate in various IT projects
Knowledge, Skills & Experience
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3+ years experience in an IT support role with at least 1 year as a team lead
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Strong interpersonal skills, with an adaptable and proactive approach
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Focused on delivering excellent service
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Highly motivated and driven to deliver results through effective teamwork
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Committed to continuous professional development
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Excellent communication skills in English; verbal and written
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Professional experience of providing level 1 and 2 technical support and using IT support ticket management systems (Zendesk, JIRA)
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Experience and knowledge of installation, configuration and troubleshooting of Windows and MacOS laptops
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Knowledge and experience of troubleshooting issues in wired and wireless networks
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Ability to meet deadlines and prioritize tasks effectively
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A keen eye for detail
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4-year college degree preferred
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MCP and MCDST certification highly preferred (Win 10/11)
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Project management experience a plus
Candidates must be based in the US East Coast in order to be considered.
Benefits
With more than 50 nationalities represented in our global team, you will work regularly with teammates in other countries, and with our community of researchers, editors, and authors from around the globe.
Our mission to create solutions for healthy lives also extends to the working environment we provide for our employees.
This includes:
This includes:
100% remote working
Employees now have the flexibility to choose where they want to work, with remote working available on a part- or full-time basis (not applicable to some Workplace/IT jobs due to nature of role requiring presence onsite, in the office).
Learning and development
All employees have access to LinkedIn Learning (and Pluralsight for our technology team), an annual personal learning budget, and dedicated L&D time.
Wellbeing
We offer free online yoga classes, an employee assistance plan, access to the Headspace app, and four wellbeing days on top of your annual leave allowance.
Volunteering opportunities
Employees can dedicate three days each year to volunteer for a personal cause or through our volunteering partner platform, Alaya.
Frontiers actively embraces diversity and is a safe and welcoming workplace. Recruitment is free from discrimination – including based on race, national or ethnic origin, age, religion, disability, sex, gender identity or sexual orientation. With over 600 employees from more than 50 different nations, our diversity creates vibrant teams and constantly challenges us to appreciate multiple perspectives.
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