IT Support Engineer (1st Line)

• We are seeking for 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
• 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 escalate 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

Benefits

• Eye care voucher reimbursement (up to £20)
• 5% employer pension contribution for 5% employee contribution
• Health Cash Plan
• Up to £80 towards noise cancelling headphones
• Life Insurance 4x annual base salary
• e Med Flex Leave
• Enhanced Maternity, Paternity and Adoption pay
• Health & Wellbeing resources
• Employee Assistance Program

Qualifications

• 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
• Good communication skills and a customer-focused approach to supporting users of all levels
• Basic working knowledge of Google Workspace
• Basic working knowledge of Microsoft 365, Windows 11, and general desktop troubleshooting
• Willingness to learn device imaging and endpoint lifecycle processes
• Basic familiarity with meeting room and video conferencing platforms such as Zoom and Google Meet
• Entry-level IT certifications (e. g. Comp TIA A+) or equivalent coursework
• Awareness of ITIL principles
• Experience with mac OS
• Internal applicants are welcome and encouraged to apply
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