IT Engineer

SoCode Recruitment; Cambridge; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Health insurance

Job summary

SoCode Recruitment is partnering with a fast-growing HealthTech SaaS business in Cambridge to appoint an IT Support Engineer. You will provide a blend of internal IT support and application support across the business, acting as the go-to technical support specialist and handling 1st/2nd line support for devices, SaaS platforms, and user access.

You will coordinate with software engineering to escalate bugs and maintain knowledge articles.

Qualifications

• Experience in an IT Support, Service Desk, Technical Support or Application Support role (must have).
• Strong troubleshooting skills across macOS, Microsoft 365 and SaaS platforms.
• Knowledge of identity and access management (Entra ID, MFA, RBAC).
• Excellent communication skills with both technical and non-technical stakeholders.
• Experience with ticketing systems such as Jira or Zendesk.

Responsibilities

• Provide 1st/2nd line IT support across devices and SaaS platforms.
• Manage user onboarding/offboarding and access controls.
• Support Zendesk and Jira environments; own tickets through to resolution.
• Create knowledge articles, FAQs and runbooks.
• Escalate bugs with engineering; support trial sites as needed.

Skills

Troubleshooting

Communication

Ticketing

Tools

Jira

Zendesk

macOS

Microsoft 365

Entra ID

Job description

IT Support Engineer | HealthTech SaaS | Cambridge/Hybrid

We’re working with a fast-growing HealthTech organisation that is transforming clinical trials through cutting‑edge technology. They’re looking for an IT Support Engineer to join their growing team and provide a blend of internal IT support and application support across the business.

The Role

You’ll act as the go‑to technical support specialist, providing 1st/2nd line support across devices, SaaS platforms, user access, and business‑critical applications. You’ll troubleshoot issues, manage user onboarding/offboarding, support Zendesk and Jira environments, and act as the bridge between operational teams and software engineering.

• Providing IT support across macOS, Microsoft 365, Entra ID, Slack, Box, Jira and related systems
• Managing user accounts, permissions, MFA and access controls
• Supporting internal users and external customers with application‑related issues
• Owning support tickets through to resolution with excellent stakeholder communication

• Creating and maintaining knowledge articles, FAQs and runbooks
• Escalating and coordinating software bugs with engineering teams
• Supporting clinical trial sites and sponsors on technical issues when required

What We’re Looking For

• Experience in an IT Support, Service Desk, Technical Support or Application Support role
• Strong troubleshooting skills across macOS, Microsoft 365 and SaaS platforms
• Knowledge of identity and access management (Entra ID, MFA, RBAC)
• Excellent communication skills with both technical and non‑technical stakeholders
• Experience with ticketing systems such as Jira or Zendesk

Desirable

• Experience within healthcare, life sciences, clinical trials or regulated environments
• Exposure to MDM tools (Mosyle or similar)
• Understanding of ISO, GxP or compliance‑driven environments
• Relevant IT certifications (CompTIA, Microsoft, Apple etc.)