Job Description

General information

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Legal company

Framatome is an international leader in nuclear energy recognized for its innovative, digital and value added solutions for the global nuclear fleet. With worldwide expertise and a proven track record for reliability and performance, the company designs, services and installs components, fuel, and instrumentation and control systems for nuclear power plants. Its more than 20 000 employees work every day to help Framatome's customers supply ever cleaner, safer and more economical low-carbon energy. Visit us at www.framatome.com, and follow us on Twitter: @Framatome_ and LinkedIn: Framatome.


Framatome is owned by the EDF Group (80.5%) and Mitsubishi Heavy Industries (MHI - 19.5%).
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Reference number

2025-22205
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Publication date

4/28/2025

Job details

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Category

IS - INFORMATION SYSTEMS - IS2 - Production - computer operating

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Job Opening Title

Helpdesk Engineer

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Job type

Non fixed term

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BU description

Framatome is a major international player in the nuclear energy market recognised for its innovative solutions and value-added technologies for designing, building, maintaining, and advancing the global nuclear fleet. The company designs, manufactures, and installs components, fuel and instrumentation and control systems for nuclear power plants and offers a full range of reactor services.



With 14,000 employees worldwide, every day Framatome's expertise helps its customers improve the safety and performance of their nuclear plants and achieve their economic and societal goals.



Framatome is owned by the EDF Group (80.5%) and Mitsubishi Heavy Industries (MHI - 19.5%)



In the UK we are currently over 400 strong, and we have plans for continued growth over the coming years. Our target is to grow to 500 during 2025 through the development our UK nuclear service offerings.



The delivery of effective external and internal marketing and communications will be essential to achieving these goals.

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Job description

The Helpdesk Engineer is a critical role within the IT department, responsible for providing first and second-level technical support to end-users. This role involves troubleshooting hardware and software issues, responding to service desk tickets, and ensuring timely resolution of technical problems to maintain business productivity. The Helpdesk Engineer acts as the primary point of contact for IT-related inquiries and plays a key role in maintaining a positive user experience.


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Profile

Technical Support:

o Provide first and second-level technical support to end-users via phone, email, and in person.

o Troubleshoot hardware (e.g., desktops, laptops, printers, mobile devices) and software (e.g., operating systems, applications, network connectivity) issues.

o Diagnose and resolve technical problems efficiently and effectively.

o Escalate complex issues to senior IT staff or external vendors as required.

Service Desk Management:

o Manage and prioritize service desk tickets using ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk).

o Ensure timely and accurate logging of incidents and service requests.

o Maintain accurate documentation of troubleshooting steps and resolutions.

o Monitor and track ticket resolution times and adhere to service level agreements (SLAs).

User Account Management:

o Create, modify, and delete user accounts and permissions in Active Directory or other directory services.

o Manage email accounts and distribution lists.

o Assist with password resets and account unlocks.

Software and Hardware Deployment:

o Install, configure, and deploy software applications and operating systems.

o Set up and configure new hardware equipment.

o Perform software and hardware upgrades and patches.

Network Support:

o Assist with basic network troubleshooting, including connectivity issues and network printing problems.

o Support remote access solutions (e.g., VPN).

o Assist with basic WiFi troubleshooting.

Network Support:

o Assist with basic network troubleshooting, including connectivity issues and network printing problems.

o Support remote access solutions (e.g., VPN).

o Assist with basic WiFi troubleshooting.

Documentation and Training:


o Create and maintain technical documentation, including knowledge base articles and user guides.

o Provide end-user training on software and hardware usage.

o Contribute to the development of IT best practices and procedures.

Inventory Management:

o Maintain an accurate inventory of IT hardware and software.

o Track and manage IT equipment lifecycle.

Security:


o Adhere to company security policies and procedures.

o Assist with security related tasks, such as malware removal and security patch deployment.

Qualifications, experience and skills:

Bachelor's degree in Information Technology, Computer Science, or a related field (preferred). Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus. Minimum of 2-3 years of experience in a helpdesk or technical support role. Proven experience in troubleshooting hardware and software issues. Experience with ticketing systems and remote support tools. Strong knowledge of Windows and macOS operating systems. Familiarity with network protocols and technologies (TCP/IP, DNS, DHCP). Proficiency in Microsoft Office Suite and other common business applications. Excellent problem-solving and analytical skills.


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Benefits

25 days annual leave per year rising by 1 day for every 2 years worked (max 30 days) 8% employer pension contribution with employee 1% contribution (salary sacrifice Individual and family private health care Dental insurance for individual Cashplan - Level 2 cover Life assurance (4x salary) Employee Assistance Programme (EAP) Income Protection Professional Body Membership Tusker Electric car scheme (salary sacrifice) Cycle to Work scheme (salary sacrifice) Babbel - learn a new language Family leave - competitive, Maternity and paternity 6 months full pay and 6 months half pay

Job location

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Job location

United Kingdom, Bristol

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Job location (site)

Avonmouth

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Travel

25%

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Job family

Standard

Applicant criteria

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Minimum level of education required

Bachelor

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Minimum level of experience required

Experienced

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Employment level

Non cadre

Extra informations

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Background checking required ?

Non