Support Engineer

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Job description

Role: Support Engineer

Location: Thorpe Park, LS15 (with hybrid working after completion of training)

Salary: £25 - £35k DOE plus extensive benefits

Contract type: Permanent

Employment type: Full time

Working hours: 40 hours per week plus on call rota (1 week per month)

Do you want to work for the nation's largest online pharmacy ensuring excellence for all our patients? We're a market leader in the pharmacy world, with 25 years' experience, helping over 1.4 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.

We are seeking a Support Engineer to provide technical support for our business-critical applications. The ideal candidate will troubleshoot, resolve, and escalate application issues while ensuring seamless day-to-day operation of IT services. The role requires strong analytical skills, a customer-focused mindset, and the ability to manage multiple priorities in a fast-paced environment.

What's in it for you?

Occupational sick pay

Enhanced maternity and paternity pay

Contributory pension

Discounted insurance (Aviva)

Employee discount site

Discounted gyms (via our blue light card and benefits schemes)

Employee assistance programme

In-house mental health support

Free onsite parking

Health and wellbeing initiatives

Social events throughout the year

Cycle to work scheme

Green car scheme (subject to minimum earnings)

Registration fees paid (GPhC, NMC, CIPD etc)

Long service bonus

Refer a friend bonus

Blue light card

Hybrid working

Commitment to CPD/training

25 days annual leave increasing with service

Annual leave buy and sell scheme

Discounts & Exclusive offers at The Springs, Leeds

25% Discount & health & beauty purchases

25% Discount on Pharmacy2U Private Online Doctor Services

What you'll be doing?

Provide first-line IT support for hardware, software, and network issues to internal staff in a timely manner

Set up and configure new workstations, including hardware and software, and install, configure, and maintain software applications and operating systems (e.g., Windows, MacOS)

Assist in managing user accounts, email, and access permissions

Maintain IT asset inventory and ensure all devices are updated and functional

Support backup, security, and disaster recovery procedures

Escalate unresolved issues to second-level support or external vendors when needed

Document troubleshooting steps and resolutions in the helpdesk systems, including systems and software monitoring and escalation

Participate in the setup of IT infrastructure for events, meetings, or new office installations

Who are we looking for?

Solid experience in an IT support or helpdesk role, able to use IT ticketing systems and remote support tools

Experience with Windows and Mac operating systems, hardware troubleshooting desktops, laptops, printers, etc.)

Familiarity with Microsoft 365 administration (user management, email configurations) and a good understanding of network basics (e.g., IP addressing, DNS, DHCP)

CompTIA A+ or similar certifications, ITIL Foundation Certification and Microsoft Certified: Fundamentals (Azure, M365), Office 365/Azure

Knowledge of cybersecurity best practices

Basic knowledge of networking concepts (LAN/WAN, VPNs, firewalls)

Strong troubleshooting and problem-solving abilities

Excellent communication skills (verbal and written) with the ability to explain technical concepts to non-technical users

Customer service mindset with a proactive approach to resolving issues, prioritising tasks and managing time effectively and high attention to detail

Ability to work independently as well as part of a team

Willingness to continuously learn and stay up to date with new technologies

MUST be able to drive and have own car with relevant business insurance

What happens next?

Please click apply and if we think you are a good match, we will be in touch to arrange an interview.

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.

Unsolicited agency applications will be treated as a gift.

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