It Support Engineer (1st Line)
We are a cutting-edge digital health company revolutionising weight management by integrating GLP-1 medications with personalized, 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 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.
Please note: The role is office based. We are based in Euston, London. You are required to work on 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 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.
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
