IT Support Engineer

Qureight Ltd; Town Of Cambridge; Remote; AUD 66,000 - 104,000; Full time

Benefits offered by this job

Annual bonus plan

Private medical insurance

Cycle-to-work scheme

Contributory pension

Equity

28 days holiday + 3 company days

Job summary

Qureight Ltd is seeking an IT Support Engineer to manage day-to-day IT tickets, support internal teams, and act as a bridge to engineering for deeper technical work. You will build knowledge bases and enable self-sufficiency across the business, with occasional support outside UK hours for global sites.

You will work with macOS, Entra/MFA, and core SaaS platforms, delivering reliable IT support and contributing to a proactive, compliant operating environment.

Qualifications

• Experience in technical support, application support, IT support, or service desk roles.
• Proficient with macOS and common SaaS platforms (Microsoft 365, Entra, Slack, Box, JIRA).
• Strong communication and stakeholder management; able to translate technical details for non-technical audiences.
• Willingness to provide occasional support outside normal UK working hours to cover other time zones.

Responsibilities

• General and second-line IT support across macOS, SaaS platforms, identity and access management, networking, SaaS administration, and user lifecycle tasks.
• Provide specialist application support and triage; escalate bugs or gaps to engineering.
• Own delegated queries end-to-end with clear, proactive communication.
• Build and maintain runbooks, FAQs, and internal documentation to enable self-service.
• Bridge between support teams and engineering for tooling-related queries; translate operational context for engineers.
• Direct admin support for user, site, project, and general IT tasks where appropriate.
• Support the Clinical Operations team in Zendesk usage and internal IT support systems (Jira).
• Escalate site and sponsor issues as needed and collaborate with engineering for resolutions.
• Contribute to feedback loops with engineering to prioritise fixes and validate resolutions.
• Deliver IT support activities in line with SOPs, ISO standards, and data privacy regulations.

Skills

macOS

Entra

MFA

IT support

communication

Tools

JIRA

Zendesk

Slack

Box

Office 365

Job description

About us

Qureight’s mission is to accelerate clinical trials and ensure breakthroughs in lung and heart disease reach patients without delay. Our AI-powered data and imaging curation platform enables the analysis of clinical imaging and other healthcare data, helping our customers bring treatments to market, faster.

We’re looking for talented people who want their work to matter. With offices in Cambridge and London, you’ll join our multidisciplinary team of clinicians, scientists, and engineers. What unites us is our open culture, continuous learning mindset, and a shared mission to help biopharma run faster, smarter trials.

About the role

As we grow, Qureight's IT needs are broadening across the business. This includes core devices, identity and access, and the specialist tooling that individual teams rely on day-to-day.

The IT Support Engineer will manage day-to-day tickets and pick up anything that needs deeper technical investigation - a tricky device, identity, or network issue, or specialist application support for one of our internal teams and the tooling they depend on.

You’ll use runbooks, FAQs and your own technical investigation to get people unstuck quickly, and act as the bridge into engineering when genuine development work is needed.

This role is key to giving the wider business a reliable, capable IT contact. You will support our internal teams to be self-sufficient and productive, reduce the day-to-day burden on engineering colleagues, and build a knowledge base that makes issue resolution faster and more consistent over time.

Some of our customers and clinical trial sites are in other time zones, so this role involves occasional support outside normal UK working hours. We expect this to be infrequent rather than a formal on-call commitment, and we may introduce a shared rota as the IT team grows.

What you will do

The IT Support Engineer will provide general and specialist technical support across Qureight, including:

• General and second-line IT support, device and macOS/MDM issues, identity and access management (Entra, MFA, role-based access), networking / connectivity, core SaaS administration, and user onboarding / offboarding.
• Specialist application support and triage. Provide specialist technical support to the internal teams and external users who rely on tooling built and maintained by our engineering team, and to the external site and sponsor users those teams support. Triage and resolve queries using runbooks, FAQs, and your own technical investigation. Escalate genuine bugs or feature gaps to engineering.
• Issue ownership. Own delegated queries end to end, from first report through to resolution, with clear, consistent and proactive communication throughout.
• Knowledge base. Build, maintain and continuously improve runbooks, FAQs and internal documentation, so that both the teams you support can increasingly self-serve on common issues.
• Team and engineering bridge. Act as a point of contact between the teams you support and engineering for tooling-related queries, translating operational context for engineers and technical detail back into plain language for stakeholders.
• Direct admin support. Directly support user, site, project, and general IT administration tasks where appropriate e.g. account setup, permissions, device configuration, and data corrections (within agreed guardrails).
• Zendesk support. Support the Clinical Operations team in their day-to-day use of Zendesk, the platform they use to communicate with clinical trial site users. You'll help them use it effectively and resolve issues they hit. Note that our own internal IT support runs through Jira.
• Site and sponsor escalations. Act as the technical escalation point for issues raised by clinical trial sites and sponsors. These reach you through Clinical Operations after initial triage, and where an issue needs deeper investigation you'll take it on – joining the conversation with the site user directly where that helps resolve it faster.
• Feedback loop with engineering. Work closely with engineering teams to feedback on recurring issues, help prioritise fixes, and validate resolutions before they reach end users.
• GxP-aware delivery. Deliver all technical support activities to a high standard, in line with Qureight SOPs and relevant regulations, including GxP requirements, ISO 27001 standards and data privacy regulations.

To thrive in this role, you'll need:

• Previous experience in a technical support, application support, IT support, or service desk role.
• A solid generalist troubleshooting base: comfortable across macOS, core SaaS platforms (Microsoft 365, Entra, Slack, Box, JIRA), and basic identity/access management concepts (MFA, role-based access).
• Demonstrated ability to cultivate and maintain key stakeholder relationships, both with operational teams (e.g. Clinical Operations) and technical teams (e.g. Platform).
• Strong interpersonal skills with high proficiency in written and verbal communication, including the ability to translate technical details for a non-technical audience.
• Evidence of a can-do attitude with tenacity and drive to achieve objectives.
• Willingness to provide occasional support outside normal UK working hours to cover customers and clinical trial sites in other time zones.

Even better if

• Experience supporting clinical trials, clinical operations, or healthcare software platforms.
• Previous experience with user, site or project administration tooling, or similar internal business systems.
• Experience using or supporting a helpdesk/ticketing tool such as Zendesk or JIRA.
• Knowledge of Good Clinical Practice (GCP) with evidence of recent training.
• Experience working within a Quality Management System (QMS), e.g. ISO 9001, ISO 13485.
• Knowledge of relevant clinical trial regulatory, compliance and industry standards.
• Track record of working effectively and problem solving in a highly technical and innovative environment, demonstrating good attention to detail.
• Exposure to mobile device management (MDM) tooling, e.g. Mosyle.
• You hold or are working towards an IT qualification or certification (e.g. CompTIA A+, Apple, Microsoft).

What you can expect from us

• A comprehensive benefits package that includes an annual bonus plan, private medical insurance, life insurance, cycle-to-work scheme, and a contributory pension scheme
• Equity, so that our team can share in the long-term success of Qureight
• 28 days’ holiday allowance, 25 days’ annual leave and 3 additional company days between Christmas and New Year, plus bank holidays and enhanced family leave
• A diverse work environment that brings together experts in many fields, including software engineering, DevOps, data science, machine learning, quality assurance, regulatory affairs, and clinical operations.

Everyone is welcome at Qureight. We are an equal opportunities employer and encourage applications from all suitably qualified candidates regardless of age, disability, ethnicity, sex, gender reassignment, religion or belief, sexual orientation, marriage and civil partnership, or pregnancy and maternity.

Women and other underrepresented groups may be less likely to apply for a role unless they meet all or nearly all of the requirements. If this applies to you, we still encourage you to apply – you may be a great fit, even if you don’t meet every qualification. We’d love to hear from you.

If you require any adjustments to the application or selection process, please let us know. We will be happy to support you.