Overview
IT Support Engineer (2nd Line equivalent) role to keep our business-critical applications running smoothly. You'll troubleshoot and resolve technical issues, manage escalations, and ensure a seamless IT experience for our users. This role is ideal for someone who enjoys problem-solving, thrives in a fast-paced environment, and brings a proactive, customer-focused approach to their work. Applicants must prove they have the right to live in the UK. All successful applicants will be required to undergo a DBS check.
We are the nation’s largest online pharmacy with 25 years of experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified and a certified B Corp, focusing on people, social, and environmental responsibility. Our vision is to be a world-leading, patient-centric digital healthcare provider, with a positive, open and honest working environment for all.
Responsibilities
* Provide first and second-line 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, working with key teams across the business (customer service, purchasing, operations & pharmacists).
* Maintain a positive and collaborative work environment across the team.
Qualifications
* Proven experience in an IT support or application support role.
* Proven track record of supporting business-critical applications in a complex environment.
* Experience troubleshooting and resolving software, network, and systems-related issues.
* Exposure to cloud-based solutions (e.g., Microsoft 365, Azure, AWS) is a plus.
* Previous experience with application monitoring tools is desirable.
* 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.
* Knowledge of ITIL processes and best practices (incident, problem, change management).
* Proficiency with Windows and Linux operating systems.
* Strong understanding of Microsoft Office based software.
* Familiarity with database technologies (SQL, Oracle) and reporting tools.
* Knowledge of Active Directory, Group Policy, and authentication services.
What happens next
Please click apply. If we think you are a good match, we will be in touch to arrange an interview.
Compliance
Applicants must prove they have the right to live in the UK. All successful applicants will be required to undergo a DBS check.
Benefits
* Financial security & rewards: Competitive contributory pension; Occupational sick pay; Long-service awards and refer-a-friend bonuses; Professional registration fees covered (GPhC, NMC, CIPD and more); Cycle to Work and Green Car schemes (subject to eligibility).
* Family-friendly: Enhanced maternity and paternity pay; Flexible hybrid working to help balance work and home life.
* Health & wellbeing: Private healthcare insurance at discounted rates (Aviva); Employee Assistance Programme and in-house mental health support; Access to discounted gym memberships via Blue Light Card and benefits schemes; Regular health and wellbeing initiatives.
* Career growth: Strong commitment to CPD, training and professional development.
* Time off & flexibility: 25 days' annual leave, increasing with service; Buy and sell holiday scheme.
* Everyday perks & exclusive discounts: Blue Light Card and employee discount platform; Exclusive discounts at The Springs, Leeds; 25% off health & beauty purchases; 25% off Pharmacy2U Private Online Doctor services.
* Culture & community: Regular social events throughout the year.
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