eMed
IT Support Engineer (1st Line)
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IT Support Engineer (1st Line)
IT Support Engineer (1st Line) – eMed
We are a cutting-edge digital health company, revolutionising weight management with GLP-1 medications and personalised, tech-driven support. Our mission is to empower individuals with sustainable health outcomes through evidence-based interventions and seamless digital experiences.
We’re hiring an IT Support Engineer (1st Line) to provide first-line technical support for UK-based employees and clinicians, ensuring a positive technology experience while adhering to established procedures, security standards, and escalation protocols.
Location: Office-based in Euston, London Hours: Rotating shifts between Mon–Fri, 8am–8pm (40h/week)
About the Role
This IT Support Engineer (1st Line) role supports operational continuity in the UK region, working under the guidance of the Manager, IT Support – UK and senior colleagues.
What You’ll Work On
- Provide Tier 1 technical support for both onsite and remote colleagues/clinicians as the primary 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 engineers when necessary.
- Perform basic device setup, including:
- Laptop and desktop provisioning
- PC imaging and configuration (under senior guidance)
- Assist with software installation, updates, and patch management for end-users.
- Conduct first-line security checks on endpoint alerts and escalate as required.
- Provide escalation support to senior teams for executive/business-critical issues.
- Troubleshoot and monitor meeting room/collaboration technologies (Zoom, Google Meet).
- Respond to Priority 3 & 4 issues (SLAs) and assist in triage of Priority 1 & 2 incidents.
- Offer UK clinical site support under senior engineer direction.
- Maintain accurate incident/ resolution records and log recurring issues for review.
- Participate in rotational remote clinician/clinic coverage.
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What We’re Looking For
Essential Requirements
- 0–2 years’ experience in end-user support (or equivalent interest), preferably in an office/regulated environment (internships, placements, junior roles considered). No degree required.
- Basic working knowledge of:
- Microsoft 365
- Windows 11
- General desktop troubleshooting
- Basic familiarity with Google Workspace.
- Willingness to learn device imaging, hardware lifecycle processes.
- Strong communication skills with a customer-focused mindset.
- Familiarity with meeting/conferencing platforms (e.g., Zoom, Google Meet).
Desirable (Bonus)
- Entry-level IT certification (e.g., CompTIA A+).
- Awareness of ITIL principles.
- Experience with macOS.
- Internal applicants welcome and encouraged.
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What We Offer
- Salary: £32,000–£36,000 (pro rata)
- Flexible leave: eMed flex-leave policy
- Pension: 5% employer contribution (5% employee match)
- Life Insurance: Covering 4x annual base salary
- Health benefits:
- Health cash plan
- Employee Assistance Programme
- Enhanced parental benefits: Maternity, paternity, and adoption pay
- Wellbeing: Dedicated health & wellbeing resources
- Voucher reimbursements:
- Up to £20/year for eye care
- Up to £80 towards noise-cancelling headphones
- Subject to:
- Satisfactory DBS (Enhanced) check
- Written references
Why Join eMed?
- Work with a fast-paced, experienced team in a dynamic healthcare innovation sector.
- Collaborative, fun, and impactful environment with learning opportunities.
- W JT we’re as good as our people—diverse and inclusive culture where careers thrive.
Diversity & Belief
eMed champions difference to inspire a healthier world. We foster equality, respect, and opportunity for all, regardless of:
Age | Disability | Gender identity/expression | Marital status | National origin | Pregnancy status | Race | Religion | Sexual orientation | Any protected status under law.
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