IT Support Engineer (1st Line)

Role overview

This position sits within a digital health business focused on improving weight management through GLP-1 medicines and tailored technology-enabled support. The IT Support Engineer (1st Line) will be the initial contact for technical help, supporting UK-based staff and clinicians and making sure day-to-day systems run smoothly in line with internal procedures, security expectations, and escalation routes.

The role contributes to operational stability across the UK region and is supported by the UK IT Support Manager and senior colleagues.

Working arrangement

This is an office-based post located in Euston, London. The working pattern is rotational and falls between Monday and Friday, 8:00am to 8:00pm, with a total of 40 hours per week.

Key duties

• Serve as the first level of technical help for onsite and remote employees, as well as clinicians, and handle incoming IT questions.
• Record, assess, and resolve service desk tickets and incidents where possible, escalating more complex matters to higher support tiers.
• Support basic device deployment work, including preparing, imaging, provisioning, and configuring laptops and desktops under supervision.
• Help with application installation, upgrades, and routine patching activities.
• Carry out initial review of endpoint security alerts and pass on issues that need further action.
• Support all users on a daily basis, and escalate executive-level or business-critical matters to senior staff.
• Perform basic troubleshooting on meeting-room and collaboration tools, escalating unresolved faults.
• Work on Priority 3 and Priority 4 tickets in line with service targets, and assist with early triage of Priority 1 and Priority 2 issues before escalation.
• Assist with technical checks at UK clinical locations as directed by senior engineers.
• Take part in a rota that supports remote clinicians and clinic operations when required.
• Keep clear and accurate records of incidents, fixes, and simple configuration changes.
• Highlight repeat technical problems to senior engineers and the IT Support Manager for review.

Candidate profile

The employer is looking for someone with 0 to 2 years of experience, or someone strongly interested in end-user support, ideally gained in an office or regulated setting. Internships, placements, or junior roles may be considered. A degree is not required.

You should have a basic understanding of Microsoft 365, Windows 11, and general desktop troubleshooting, along with working familiarity with Google Workspace. The role also suits someone willing to learn device imaging and endpoint lifecycle processes.

Strong communication skills and a customer-first approach are important, especially when supporting people at different levels across the business. Familiarity with meeting-room and video conferencing tools such as Zoom and Google Meet is also useful.

Preferred background

• Entry-level IT certifications such as CompTIA A+ or equivalent study.
• Some understanding of ITIL concepts.
• Experience using macOS.
• Internal candidates are encouraged to apply.

Benefits

• Annual salary of £32,000 to £36,000, pro rata.
• Flexible leave arrangement.
• Employer pension contribution of 5% when the employee contributes 5%.
• Life insurance cover equal to 4 times annual base salary.
• Health cash plan.
• Employee assistance programme.
• Enhanced maternity, paternity, and adoption pay.
• Health and wellbeing resources.
• Reimbursement of up to £20 for eye care vouchers.
• Contribution of up to £80 for noise-cancelling headphones.

Additional requirements

Employment offers depend on satisfactory references and an enhanced DBS check.

About the organisation

The company describes itself as a collaborative and fast-moving workplace with a learning-focused culture. Team members work across offices, clinics, and remote clinician settings, contributing to a mission-driven environment where people are expected to have impact and grow professionally.

Equality and inclusion

The organisation states that it is committed to equal opportunity and a respectful workplace. It welcomes applicants regardless of race, colour, religion, sex, pregnancy status, national origin, age, disability, marital status, sexual orientation, gender identity, gender expression, genetic information, or other protected characteristics.