Job Specifications
Role: IT Support Engineer
Location: We operate a hybrid schedule, meaning 2-3 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: We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you!
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 re