IT Engineer

Healthtech Ltd; Newton-le-Willows; On-site; GBP 30,000 - 42,000; Full time

Job summary

Healthtech Ltd in the United Kingdom is seeking an IT Support Engineer to join our growing team. You will provide 1st/2nd line support across devices, SaaS platforms, user access, and business-critical applications, acting as the bridge between users and software engineering.

You will manage onboarding, support Zendesk and Jira, create knowledge articles, and escalate issues to engineering while keeping stakeholders informed, with a focus on healthcare and regulated environments.

Qualifications

• Experience in IT Support, Service Desk, Technical Support or Application Support.
• Strong troubleshooting skills across macOS, Microsoft 365 and SaaS platforms.
• Knowledge of identity and access management (Entra ID, MFA, RBAC).

Responsibilities

• Provide 1st/2nd line IT support across devices and SaaS platforms.
• Manage user onboarding/offboarding, access controls, and MFA.
• Support Zendesk and Jira environments.
• Create knowledge articles, FAQs and runbooks.
• Escalate software bugs with engineering.
• Support clinical trial sites and sponsors on tech issues.

Skills

Troubleshooting

Technical support

Communication

Stakeholder management

Education

IT certifications

Tools

Zendesk

Jira

Microsoft 365

Entra ID

Box

Slack

Job description

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 ZendeskDesirable
• 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.)