IT Engineer

SoCode Limited; Cambridgeshire and Peterborough; Hybrid; GBP 30,000 - 42,000; Full time

Job summary

SoCode Limited in Cambridge is seeking an IT Support Engineer to join a HealthTech SaaS business on a Cambridge/Hybrid basis. You'll provide 1st/2nd line IT and application support across devices, SaaS platforms, user access and business-critical apps, acting as the bridge between operations and software engineering.

You'll help with onboarding, ticketing (Jira/Zendesk), knowledge articles and runbooks, and work with clinical trial sites and sponsors on technical issues when required.

Qualifications

• Experience in 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.

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

SaaS platforms

Entra ID

RBAC

Zendesk

Jira

Communication

Tools

Jira

Zendesk

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.)