About CNAG

The Centro Nacional de Análisis Genómico (CNAG) is a world-leading genomics research institute located in Barcelona. With state-of-the-art genomic analysis capabilities, CNAG supports national and international researchers, as well as clinicians, in pursuing cutting-edge research and clinical applications. CNAG carries out large-scale genomic projects involving DNA and RNA analysis in collaboration with the Spanish, European and international research communities.

CNAG is one of the largest genome analysis centres in Europe, equipped with advanced sequencing, single-cell and spatial genomics technologies and extensive computing infrastructure. Its operations are certified to ISO 9001 and ISO 27001 and accredited according to ISO/IEC 17025, supporting the delivery of standardised, high-quality data for research and clinical applications.

CNAG has more than 125 professionals and participates in major international genome initiatives and EU-funded projects.

About CNAG's IT Department

The IT Support & Operations Technician will join CNAG's IT Department and work with the existing team to support the organisation's corporate and scientific computing infrastructure. The team supports a state-of-the-art data centre with an HPC compute cluster of more than 10,000 cores, over 30 petabytes of storage and high-speed networking capabilities up to 400 Gbps.

The department provides technical support to end users and ensures the reliable operation of IT systems and services essential to CNAG's research activities.

The Role

We are looking for an IT Support & Operations Technician to join our IT department and contribute to the delivery of reliable end-user support and the day-to-day operation of our corporate and scientific computing infrastructure.

This position combines hands-on IT support for end users with first-level operational responsibilities for IT infrastructure. The primary focus of the role is to ensure the proper functioning of workplace IT equipment, corporate applications, connectivity and peripheral devices, while contributing to the availability and continuity of essential IT services.

The successful candidate will work as part of the IT team, collaborating with colleagues and system administrators to resolve incidents, maintain IT equipment, support users and carry out routine infrastructure operations.

Responsibilities will also include monitoring backup processes, performing predefined operational tasks on backup systems, supporting the basic monitoring and operation of the HPC cluster, and assisting with user account lifecycle management during onboarding and offboarding processes.

Infrastructure-related activities will be carried out in accordance with documented procedures, established security requirements and defined escalation paths. Working alongside other IT team members, the successful candidate will help identify and report operational issues, maintain accurate technical documentation, and escalate incidents requiring more specialised intervention.

The role offers an opportunity to broaden technical skills and contribute to the operation of the organisation's IT infrastructure while continuing to provide essential support to its users.

Main Responsibilities

End-User IT Support

• Provide technical support to end users, diagnosing and resolving hardware and software issues.
• Install, configure and maintain desktop computers and laptops running Windows, macOS and Linux.
• Install and maintain approved corporate software and tools, including Microsoft 365, Sophos antivirus and the Fortinet VPN client.
• Troubleshoot local area networks (LAN), Wi-Fi connectivity and VPN access issues.
• Manage and maintain departmental printers and related peripherals.
• Provide technical assistance for meeting rooms and corporate IT tools, ensuring their availability and proper functioning.
• Collaborate with other departments to ensure the effective operation of the end-user computing environment.

IT Operations and Infrastructure Support

• Perform routine operational checks on backup processes and review their status.
• Carry out predefined backup-related operational tasks, including replacing tapes in the backup library and validating scheduled operations, in accordance with established procedures.
• Identify and report backup failures, synchronisation issues with external repositories and other operational anomalies, escalating them to system administrators when required.
• Monitor the general operational status of the HPC computing cluster.
• Execute documented first-level corrective actions on the HPC cluster, such as recovering or restarting nodes in recognised operational states, where authorised by established procedures.
• Identify and escalate incidents involving hardware, storage, networking or other critical infrastructure components that cannot be resolved through approved first-level procedures.
• Maintain accurate records of operational checks, actions performed and incidents identified.

User Account Lifecycle Management

• Assist with user onboarding and offboarding processes, including the creation, modification and deactivation of user accounts under supervision.
• Follow approved procedures for account management, ensuring appropriate authorisation, traceability and compliance with security and audit requirements.
• Coordinate with the relevant IT teams to ensure that user access is provisioned, modified or revoked in accordance with established processes.

Incident Management and Documentation

• Record, classify and track incidents and service requests using the IT ticketing system (Jira Service Desk / Jira Service Management).
• Document troubleshooting steps, actions performed and solutions provided.
• Maintain and update technical documentation, user guides and operational procedures as required.
• Follow established escalation procedures and ensure that unresolved incidents are referred to the appropriate technical teams.
• Contribute to the continuous improvement of IT support and operational processes.

Skills/Qualifications

Required:

• Education or training in Information Technology, Computer Science, Systems Engineering or a related field.
• Previous experience in IT support, helpdesk or end-user computing environments.
• Practical knowledge of Windows, macOS and Linux operating systems.
• Knowledge of LAN, Wi-Fi and VPN technologies, as well as common desktop hardware and software troubleshooting techniques.
• Experience installing and maintaining computers, peripherals and corporate software.
• Good organisational skills and the ability to follow documented procedures accurately.
• Strong analytical and problem-solving skills, with a proactive and service-oriented approach.
• Ability to work independently within defined responsibilities and collaboratively as part of a team.
• Good communication and interpersonal skills, with the ability to provide responsive and professional support to end users.
• Attention to detail when maintaining ticket records, operational logs and technical documentation.
• Security awareness and the ability to follow access controls, security requirements and audit procedures.
• Willingness to learn new technologies and recognise when incidents require escalation to specialised teams.

Desirable:

• Experience with backup operations and tape libraries.
• Familiarity with HPC environments and scientific computing infrastructure.
• Experience with IT monitoring tools and infrastructure operations.
• Knowledge of user account administration and lifecycle management.
• Catalan and English language skills.

Employment Conditions & Benefits

• Contract: Permanent full-time employment contract.
• Work location: CNAG, Barcelona, Spain.
• Expected starting date: As soon as posible
• Working hours: 35-hour working week, Monday to Friday.
• Flexible working hours: Starting time between 7:30 and 10:00, with a lunch break of between 30 minutes and 1.5 hours.
• Remote working: Possibility of remote working up to two days per week.
• Annual leave: 30 working days per year.
• Salary: Commensurate with qualifications and experience, in accordance with CNAG's salary scales.
• Flexible remuneration: Options may include meals, public transport, health insurance, childcare and training.

Application Procedure

All applications must be addressed to People Management – people@cnag.eu

Email subject: 2026-16 CNAG: IT Support & Operations Technician

Deadline: Please submit your application by November 8, 2026.

All applications must include:

• A complete CV including contact details.
• Contact details of two referees.
• Cover letter.

Selection Procedure

The pre-selection process will be based on the qualifications, professional experience and expertise reflected in the candidates' applications. Shortlisted candidates will be invited to an interview.

CNAG offers and promotes a diverse and inclusive environment and welcomes applications regardless of age, disability, gender, nationality, ethnicity, religion or sexual orientation.

See all our job openings in the "Jobs" section of the CNAG website: http://www.cnag.eu/jobs