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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.

• 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

• 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, docking stations, monitors
• Awareness of IT compliance and regulatory requirements (e.g., GDPR)

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.