IT Support Engineer (1st Line)

We are a cutting-edge digital health company revolutionising weight management by integrating GLP-1 medications with personalized, tech-driven support. Our mission is to empower individuals to achieve sustainable health outcomes through evidence-based interventions and a seamless digital experience.

We are seeking for a IT Support Engineer (1st Line) to provide front-line technical support for UK-based employees and clinicians, acting as the first point of contact for IT incidents and service requests. The role ensures a positive day-to-day technology experience while following established procedures, security standards, and escalation paths defined by the UK IT team and global IT leadership.

This position supports day-to-day operational continuity within the UK region, working under the guidance of the Manager, IT Support - UK and senior team members.

• Provide Tier 1 technical support to onsite and remote colleagues and clinicians, acting as the first point of contact for IT queries.
• Log, triage, and resolve incidents and service requests via the IT service desk, escalating complex issues to Tier 2/3 colleagues as needed.
• Carry out basic device setup, including provisioning, imaging, and configuration of laptops and desktops under guidance from senior engineers.
• Assist with software installation, updates, and routine patching tasks.
• Perform first-line checks on endpoint security alerts and escalate as required.
• Provide day-to-day support to all users, escalating executive and business-critical issues to senior team members.
• Carry out basic checks and troubleshooting on meeting room and collaboration technologies, escalating unresolved issues.
• Respond to Priority 3 and Priority 4 incidents in line with SLAs, and assist with triage of Priority 1 and Priority 2 incidents prior to escalation.
• Support technical checks across UK clinical sites under the direction of senior engineers.
• Participate in rotational coverage to support remote clinicians and clinics when required.
• Maintain accurate records of incidents, resolutions, and basic configurations.
• Flag recurring technical issues to senior engineers and the IT Support Manager for further investigation.

• 0-2 years experience or a strong interest in supporting end users, ideally in an office or regulated environment (internship, placement, or junior role considered). No degree required.
• Basic working knowledge of Microsoft 365, Windows 11, and general desktop troubleshooting.
• Basic working knowledge of Google Workspace.
• Willingness to learn device imaging and endpoint lifecycle processes.
• Good communication skills and a customer-focused approach to supporting users of all levels.
• Basic familiarity with meeting room and video conferencing platforms such as Zoom and Google Meet.

Desirable:

• Entry-level IT certifications (e.g. CompTIA A+) or equivalent coursework.
• Awareness of ITIL principles.
• Experience with macOS.
• Internal applicants are welcome and encouraged to apply.