IT Support Engineer (1st Line)

We are a cutting-edge digital health company revolutionising weight management by integrating GLP-1 medications with personalised, tech-driven support. Our mission is to empower individuals to achieve sustainable health outcomes through evidence-based interventions and a seamless digital experience.

We are seeking a IT Support Engineer (1st Line) to provide front-line technical support for UK-based employees and clinicians, acting as the first point of contact for IT incidents and service requests. The role ensures a positive day-to-day technology experience while following established procedures, security standards, and escalation paths defined by the UK IT team and global IT leadership.

This position supports day-to-day operational continuity within the UK region, working under the guidance of the Manager, IT Support - UK and senior team members. The role is office based in Euston, London and requires a rotating shift pattern within the hours of Monday to Friday 8am to 8pm, 40 hours per week.

WHAT YOU’LL WORK ON

• Provide Tier 1 technical support to onsite and remote colleagues and clinicians, acting as the first point of contact for IT queries.
• Log, triage, and resolve incidents and service requests via the IT service desk, escalating complex issues to Tier 2/3 colleagues as needed.
• Carry out basic device setup, including provisioning, imaging, and configuration of laptops and desktops under guidance from senior engineers.
• Assist with software installation, updates, and routine patching tasks.
• Perform first-line checks on endpoint security alerts and escalating as required.
• Provide day-to-day support to all users, escalating executive and business-critical issues to senior team members.
• Carry out basic checks and troubleshooting on meeting room and collaboration technologies, escalating unresolved issues.
• Respond to Priority 3 and Priority 4 incidents in line with SLAs, and assist with triage of Priority 1 and Priority 2 incidents prior to escalation.
• Support technical checks across UK clinical sites under the direction of senior engineers.
• Participate in rotational coverage to support remote clinicians and clinics when required.
• Maintain accurate records of incidents, resolutions, and basic configurations.
• Flag recurring technical issues to senior engineers and the IT Support Manager for further investigation.

WHAT WE’RE LOOKING FOR

• 0-2 years experience or a strong interest in supporting end users, ideally in an office or regulated environment (internship, placement, or junior role considered). No degree required.
• Basic working knowledge of Microsoft 365, Windows 11, and general desktop troubleshooting.
• Basic working knowledge of Google Workspace.
• Willingness to learn device imaging and endpoint lifecycle processes.
• Good communication skills and a customer-focused approach to supporting users of all levels.
• Basic familiarity with meeting room and video conferencing platforms such as Zoom and Google Meet.

DESIRABLE

• Entry-level IT certifications (e.g. CompTIA A+) or equivalent coursework.
• Awareness of ITIL principles.
• Experience with macOS.
• Internal applicants are welcome and encouraged to apply.

WHAT WE OFFER

• Salary: £32,000 to £36,000 pro rata
• eMed flex-leave
• 5% employer pension contribution for 5% employee contribution
• Life Insurance 4x annual base salary
• Health cash plan
• Employee Assistance Program
• Enhanced Maternity, Paternity and Adoption pay.
• Health & Wellbeing resources
• Eye care voucher reimbursement (up to £20)
• Up to £80 towards noise cancelling headphones

Please note that offers of employment are subject to receipt of satisfactory references and a enhanced DBS check.

DIVERSITY

We believe that difference inspires a better, healthier world. That’s why it’s at the heart of everything we do. From our people to our products, difference enriches every part of our business and creates a culture based on equality of opportunity, and in which all employees can progress their careers. We’re committed to creating an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, colour, religion, sex, pregnancy status, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, and any other characteristic protected by applicable law.