IT Support Engineer

Role:                                    IT Support Engineer

Location:                             We operate a hybrid schedule, meaning 3-4 days a week in the office based at Thorpe Park, Leeds. 

Salary:                                 Up to £35K per annum DOE, plus extensive benefits

Contract type:                    Permanent

Employment type:             Full time

Working hours:                  This position operates on a rotating shift pattern as follows, Mon-Fri (7:00-15:30, 8:00-16:30 & 9:00-17:30)

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 1.8 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, and as a certified B Corp we also meet high standards of social and environmental responsibility. 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’re looking for an IT Support Engineer (2nd Line equivalent) 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 will be ideal for someone who enjoys problem‑solving, thrives in a fast‑paced environment, and brings a proactive, customer‑focused approach to their work.

Our tech teams keep us running 24/7 to make sure all our patients get world class service. To support that, this role may include participation in an out-of-hours rota as required by the business. We operate fair scheduling process as well as additional compensation for all on call periods.

Why you’ll love working with us

We believe great people deserve great support. That’s why we offer a benefits package designed to look after your health, finances, career and life outside work.

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

What you’ll be doing?

• 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
• Ensuring that the workplace remains fun, relaxed and friendly.

Who are we looking for?

• 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 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.

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