IT Support Engineer

Pharmacy2U; Leeds; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

A leading online pharmacy in Leeds is seeking an IT Support Engineer to provide technical support for business-critical applications. Benefits include hybrid working, occupational sick pay, enhanced parental leave, and a commitment to employee wellbeing. The ideal candidate will have strong troubleshooting skills and proven experience in application support, along with the ability to work independently under pressure.

Benefits

Occupational sick pay

Enhanced maternity and paternity pay

Contributory pension

Employee discount site

Free onsite parking

Health and wellbeing initiatives

25 days annual leave increasing with service

Qualifications

• Excellent troubleshooting and analytical skills.
• Experience working with ticketing systems (e.g., ServiceNow, JIRA).
• Knowledge of hardware, especially Laptops/Dock/Monitors.

Responsibilities

• Provide varying levels of support for internal and external business applications.
• Diagnose and troubleshoot hardware and application issues.
• Collaborate with the IT team and vendors.

Skills

Troubleshooting and analytical skills

Communication and interpersonal skills

Ability to prioritise tasks

Experience with ticketing systems

Attention to detail

Knowledge of ITIL processes

Education

Proven experience in IT support

Tools

ServiceNow

JIRA

SQL

Windows operating system

Linux operating system

Job description

Overview

Role: IT Support Engineer

Location: Leeds, hybrid working 2-3 days per week in the office

Salary: Up to £35,000 DOE, plus extensive benefits

Contract type: Permanent

Employment type: Full time

Working hours: 37.5 hours per week, Mon-Fri, plus rotational on call

Do you want to work for the nation’s largest online pharmacy ensuring excellence for all our patients? We’re a market leader in the pharmacy world, with 25 years’ experience, helping over 1.4 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.

We are seeking an IT Support Engineer (equivalent to 2nd Line) to provide technical support for our business-critical applications. In this role you will troubleshoot, resolve, and escalate application issues while ensuring seamless day-to-day operation of IT services. The position will suit someone with strong analytical skills, a customer-focused mindset, and the ability to manage multiple priorities in a fast-paced environment.

What’s in it for you?

Occupational sick pay

Enhanced maternity and paternity pay

Contributory pension

Discounted insurance (Aviva)

Employee discount site

Discounted gyms (via our blue light card and benefits schemes)

Employee assistance programme

In-house mental health support

Free onsite parking

Health and wellbeing initiatives

Social events throughout the year

Cycle to work scheme

Green car scheme*(subject to minimum earnings)

Registration fees paid (GPhC, NMC, CIPD etc)

Long service bonus

Refer a friend bonus

Blue light card

Hybrid working

Commitment to CPD/training

25 days annual leave increasing with service

Annual leave buy and sell scheme

Discounts & Exclusive offers at The Springs, Leeds

25% Discount & health & beauty purchases

25% Discount on Pharmacy2U Private Online Doctor Services

What you’ll be doing?

• Provide varying levels of support for internal and external business applications.
• Diagnose and troubleshoot hardware, application issues and system errors, ensuring timely resolution or escalation.
• Monitor and maintain application performance, availability, and security.
• Collaborate with the IT team, developers, and vendors for issue resolution.
• Document technical issues, processes, and support procedures to build the knowledge base.
• Train end-users on applications, providing advice and guidance as needed.
• Assist with software upgrades, patches, and application deployments.
• Participate in incident management, ensuring SLAs and KPIs are met.
• Identify opportunities for process improvements and work with teams to implement them.
• Contribute to project work related to new application implementations or enhancements.

Who are we looking for?

• Excellent troubleshooting and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to prioritise tasks and work independently under pressure.
• Experience working with ticketing systems (e.g., ServiceNow, JIRA).
• Ability to read and interpret logs in applications such as Elk and Kibana or NewRelic.
• Ability to interpret technical information and convey it to non-technical stakeholders.
• Attention to detail with excellent organisational skills.
• Knowledge of ITIL processes and best practices (incident, problem, change management).
• Proven experience in an IT support or application support role.
• Proven track record of supporting business-critical applications in a complex environment.
• Understanding of databases & use of SQL would be highly beneficial.
• Proficiency with Windows and Linux operating systems.
• Strong understanding of Microsoft Office based software.
• Knowledge of Active Directory, Group Policy, and authentication services.
• Knowledge of hardware especially Laptops/Dock/Monitors.
• Awareness of IT compliance and regulatory requirements (e.g., GDPR).

What happens next?

Please click apply and if we think you are a good match, we will be in touch to arrange an interview.

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.

Unsolicited agency applications will be treated as a gift.