IT Engineer

SoCode Limited; Cambridge; Hybrid; GBP 32,000 - 48,000; Full time

Job summary

SoCode Limited is seeking an IT Support Engineer to join our HealthTech SaaS team in Cambridge. The role blends internal IT support with application support for business-critical systems.

You will handle 1st/2nd line issues across devices and SaaS platforms, manage onboarding/offboarding, and act as a bridge between users and software engineering to resolve problems quickly.

Qualifications

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

Responsibilities

• 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

Skills

macOS

Microsoft 365

Entra ID

RBAC

MFA

Jira

Zendesk

Slack

Box

Communication

Tools

Mosyle

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.

Key responsibilities include

• 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.)