Second Line IT Support Engineer

Doctor Care Anywhere; City of Westminster; Hybrid; GBP 35,000 - 42,000; Full time

Job summary

A leading telehealth service provider in the UK is seeking a Dynamics 365 Engineer to provide customer-focused support, manage incidents, and contribute to a collaborative IT culture. The role emphasizes monitoring system uptime and supporting in-person IT services. Candidates should possess solid MS Dynamics 365 skills, a proactive mindset, and a commitment to continuous improvement. Competitive salary and benefits include health consultations and generous holiday allowance.

Benefits

Company health subscription for employee and family

25 days holiday plus bank holidays

Company bonus rewards

Qualifications

• Experience in MS Dynamics 365 administration and troubleshooting.
• Strong interpersonal skills for effective collaboration.
• Ability to gather user requirements accurately.

Responsibilities

• Manage 2nd line incidents and requests for Dynamics 365.
• Monitor platform health and respond to alerts.
• Provide in-person support for onboarding new colleagues.
• Coach 1st Line Engineers to develop their skills.

Skills

MS Dynamics 365 administration

Customer service

Requirement gathering

Collaboration

Attention to detail

Tools

Dynamics CRM

Microsoft Windows Desktop

Apple MacBook

SharePoint

Job description

Overview

The role provides customer‑focused support for all 2nd line incidents and requests, ensuring minimal business impact and adherence to service levels. It includes monitoring the DCA platform and connected services, responding to alerts to maintain system uptime, and contributing to our shift‑left strategy by coaching Service Desk engineers. We are looking for a confident Dynamics 365 engineer who enjoys collaboration, is keen to keep learning and values knowledge sharing and who naturally fits our friendly, service‑oriented IT culture. Once fully trained, the engineer will join the 24/7 on‑call rota for out‑of‑hours escalations and will also provide hybrid in‑person support at the DCA office, including new‑starter onboarding and office‑based IT services (VC/Teams Rooms, printing, desktop support).

Responsibilities

• Manage incoming Dynamics 365 / DCA Core Platform incidents, requests and queries.
• Review incoming technical support incidents and requests escalated and assigned by the IT Service Desk.
• Ensure all work is recorded in the IT Service Management System in line with IT Support Best Practices.
• Serve as the escalation point for the IT Service Desk and 1st Line Engineering.
• Monitor platform health dashboards and alerting; respond to alerts and abnormalities to identify, escalate and resolve issues to minimise or mitigate impact to live service.
• Provide out‑of‑hours support for core DCA services as part of an on‑call support rota.
• Provide in‑person support for laptop setup and onboarding of new DCA colleagues.
• Provide in‑person support for office‑based IT services, including desktop IT setup, laptop support, printing and Teams Rooms.
• Capture and highlight any gaps in support or potential areas to improve IT Service capability.
• Document knowledge articles and support guides, sharing knowledge to improve IT Service capability.
• Drive the “Shift‑Left” strategy to the IT Service Desk, coaching and mentoring L1 Engineers to take ownership of tasks and develop toward future 2nd Line engineers.
• Work with IT Service Introduction to onboard new and modified IT Systems and Solutions into live service and support.
• Provide excellent customer service.
• Support delivery of IT Project work where BAU/Operations allow.
• InTune
• Company Portal
• SharePoint administration and troubleshooting
• Teams, including supporting compatible meeting room conferencing equipment
• MS Dynamics basic administration and troubleshooting
• Microsoft Windows Desktop on various laptop hardware, including peripherals issued to clients
• Apple MacBook administration and troubleshooting (desirable, but not essential)
• Any other technology introduced into the organisation in a controlled manner
• Support the introduction of new services by delivering training and contributing to BAU operations documentation
• Demonstrate strong attention to detail, actively seeking feedback to drive continuous improvement
• Build effective, collaborative relationships with peers and stakeholders
• Bring a creative, proactive, and solutions‑focused mindset with a strong willingness to learn

Technology Skills

• Must have a well‑rounded skillset in MS Dynamics 365 administration and troubleshooting.
• Intermediate Dynamics CRM skills on any recent version.
• Confident in requirement gathering and understanding what the user requires.

About the Company

We’re Doctor Care Anywhere: Doctor Care Anywhere Group plc (DCA) is the UK’s largest private provider of telehealth services. The company works with insurers, healthcare providers and corporate customers to serve patients with a range of digitally enabled telehealth services on our proprietary platform. DCA is committed to delivering the best possible patient experience and clinical care through digitally enabled, joined up, evidence‑based pathways. DCA’s strategic ambition is to be the UK market leader in digitally enabled primary care, helping to meet the health needs of patients and payors in a challenging and fast‑moving environment.

Salary & Benefits

Salary: £41,200 per annum. We understand the importance of good health and happiness for our patients and our team is just the same. You should expect to be as supported and valued as a member of our team and have the freedom to make the most of your role and career with us. When you’re part of the team you will have access to Doctor Care Anywhere subscription for you and 5 of your loved ones, enjoy health consultations on the go. Company bonus rewards team dedication and achievements. 25 days holiday + bank holidays.