eMed Healthcare UK
IT Support Engineer (1st Line)
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IT Support Engineer (1st Line)
IT Support Engineer (1st Line) – London Office
We are eMed, a cutting-edge digital health company revolutionising weight management by integrating GLP-1 medications with personalised, 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 an IT Support Engineer (1st Line) to provide front-line technical support for UK-based employees and clinicians. You’ll act as the first point of contact for IT incidents and service requests, ensuring a positive day-to-day technology experience while adhering to UK IT team procedures, security standards, and escalation paths.
This role supports day-to-day operational continuity in the UK region, working under the guidance of the Manager, IT Support - UK and senior team members.
Location: Euston, London (office-based) Hours: Rotating shift pattern, Monday to Friday 8am – 8pm (total of 40 hours per week)
What You’ll Work On
- Provide Tier 1 technical support as the first contact for IT queries, both onsite and remote.
- Log, triage, and resolve incidents and service requests via the IT service desk, escalating complex issues to Tier 2/3 colleagues when required.
- Perform basic device setup, including:
- Provisioning
- Imaging
- Configuration of laptops and desktops (under senior engineer guidance).
- Support software installation, updates, and routine patching.
- Conduct first-line checks on endpoint security alerts and escalate as needed.
- Deliver daily support to all users, escalating executive and business-critical issues to senior management.
- Perform basic troubleshooting on meeting room and collaboration technologies, escalating unresolved issues.
- Manage Priority 3 & 4 incidents under SLAs, and assist in triaging Priority 1 & 2 issues.
- Support technical checks across UK clinical sites (under senior direction).
- Provide rotational remote clinician and clinic support as needed.
- Maintain accurate records of:
- Incidents
- Resolutions
- Basic configurations.
- Flag recurring issues to senior engineers and IT Support Manager for further review.
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What We’re Looking For
Core Requirements
- 0-2 years experience (or a strong interest) in supporting end users, preferably in an office, healthcare, or regulated environment (internships/junior roles/placements welcome).
- No degree required.
- Working knowledge of:
- Microsoft 365
- Windows 11
- General desktop troubleshooting.
- Basic understanding of Google Workspace.
- Willingness to learn:
- Device imaging
- Endpoint lifecycle management.
- Excellent communication skills with a customer-focused approach, handling users at all levels.
- Basic familiarity with meeting room and video conferencing platforms (e.g., Zoom, Google Meet).
Desirable (but not essential)
- Entry-level IT certifications (e.g., CompTIA A+) or equivalent coursework.
- Awareness of ITIL principles.
- Experience with macOS.
- Internal applicants are encouraged to apply.
What We Offer
- Salary: £32,000 – £36,000 per annum (pro rata if applicable).
- eMed Flex-Leave policy.
- 5% employer pension contribution (employees contribute 5%).
- Life Insurance: Cover up to 4x annual base salary.
- Health Cash Plan.
- Employee Assistance Program.
- Enhanced Paternity, Maternity, and Adoption Pay.
- Access to Health & Wellbeing Resources.
- Eye Care Voucher: Reimbursement (up to £20).
- Noise-Cancelling Headphones Subsidy: Up to £80.
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Note: Offers are subject to:
- Satisfactory references
- Enhanced DBS check.
Working at eMed
At eMed, we foster a collaborative, fast-paced environment. Your work—whether in our offices, clinics, or remote roles—creates an impact in a sector that transforms healthcare. It’s a chance to learn from experienced leaders while contributing to a mission-packed culture.
Here, our people aren’t just colleagues; they’re part of something bigger. Principles of diversity and inclusion drive our vision a healthy world. Leaders are chosen for character and passion—not just for skills. We stay true to an ethos of care, innovation, and collaboration.
Join a community that understands "We choose our people one at a time."
Diversity & Inclusion
We celebrate the power of difference. Our values embrace equality of opportunity for applicants of all backgrounds, including (but not limited to):
- Race, colour, religion, sex, pregnancy
- National origin, age, genetic information
- Marital status, sexual orientation
- Gender identity, gender expression
- Mental or physical disability. Could we be a good news story for you? A great news story? Find out more—you’ll always be valued here.
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