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: Circa £35K per annum DOE, plus extensive benefits
Contract type: Permanent
Employment type: Full time
Working hours: Rotating shift pattern, (07:00-15:30, 08:00-16:30 & 09:00-17:30)
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 scheme
- Enhanced occupational sick pay
- Long service recognition awards and referral bonuses
- Professional registration fees fully funded (GPhC, NMC, CIPD and more)
- Cycle to Work and Green Car schemes (subject to eligibility)
Family-Friendly Benefits
- Enhanced maternity and paternity pay
- Flexible hybrid working to support a healthy work-life balance
Health & Wellbeing
- Access to private healthcare at preferential rates through Aviva
- Employee Assistance Programme and dedicated mental health support
- Discounted gym memberships through Blue Light Card and employee benefits schemes
- Ongoing wellbeing initiatives and awareness campaigns
Learning & Development
- Strong commitment to continuous professional development (CPD)
- Access to training, mentoring and career progression opportunities
Time Off & Flexibility
- 25 days' annual leave, increasing with length of service
- Buy and sell holiday scheme for added flexibility
Everyday Perks & Discounts
- Blue Light Card and employee discount platform
- Exclusive retail and leisure discounts at The Springs, Leeds
- 25% discount on health and beauty products
- 25% discount on Pharmacy2U Private Online Doctor services
- A collaborative, supportive and inclusive working environment
- Regular team socials and company events throughout the year
What You'll Be Doing
- Provide first and second-line support for a range of internal and customer-facing business applications.
- Diagnose and resolve application, hardware and system issues, escalating where appropriate.
- Monitor application performance, availability and security to ensure a seamless user experience.
- Work closely with internal IT teams, developers and third-party suppliers to resolve incidents and drive improvements.
- Create and maintain technical documentation, support processes and knowledge base articles.
- Deliver user training and provide guidance to colleagues across the business.
- Support software upgrades, application deployments and system enhancements.
- Participate in incident management activities, ensuring service levels and key performance indicators are achieved.
- Identify opportunities to improve processes, efficiencies and user experiences.
- Contribute to projects involving new applications, integrations and technology enhancements.
- Build strong relationships with teams across Customer Services, Operations, Purchasing and Pharmacy.
- Help foster a positive, collaborative and friendly team culture.
Who We're Looking For
- Proven experience in an Application Support, IT Support or Service Desk environment.
- Demonstrable experience supporting business-critical applications within a complex organisation.
- Strong troubleshooting and problem-solving skills across software, systems and networking issues.
- Experience with ticketing platforms such as ServiceNow, Jira or similar.
- Ability to analyse application logs using tools such as ELK/Kibana, New Relic or equivalent.
- Strong communication skills, with the ability to explain technical concepts to non-technical audiences.
- Good understanding of ITIL principles, including Incident, Problem and Change Management.
- Knowledge of Windows and Linux operating systems.
- Strong working knowledge of Microsoft 365 and associated technologies.
- Familiarity with databases and reporting tools, including SQL and Oracle.
- Experience of Active Directory, Group Policy and authentication services.
- Exposure to cloud technologies such as Microsoft Azure, Microsoft 365 or AWS would be advantageous.
- Experience with application monitoring and observability tools is desirable.
- A proactive, customer-focused approach with a passion for delivering excellent support.
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.
