IT Engineer
IT Support Engineer | HealthTech SaaS | Cambridge/Hybrid
We're working with a fast-growing HealthTech organisation that is transforming clinical trials through cutting-edge technology. They're looking for an IT Support Engineer to join their growing team and provide a blend of internal IT support and application support across the business.
The Role You'll act as the go-to technical support specialist, providing 1st/2nd line support across devices, SaaS platforms, user access, and business-critical applications. You'll troubleshoot issues, manage user onboarding/offboarding, support Zendesk and Jira environments, and act as the bridge between operational teams and software engineering.
Key responsibilities include:
We're working with a fast-growing HealthTech organisation that is transforming clinical trials through cutting-edge technology. They're looking for an IT Support Engineer to join their growing team and provide a blend of internal IT support and application support across the business.
The Role You'll act as the go-to technical support specialist, providing 1st/2nd line support across devices, SaaS platforms, user access, and business-critical applications. You'll troubleshoot issues, manage user onboarding/offboarding, support Zendesk and Jira environments, and act as the bridge between operational teams and software engineering.
Key responsibilities include:
- Providing IT support across macOS, Microsoft 365, Entra ID, Slack, Box, Jira and related systems
- Managing user accounts, permissions, MFA and access controls
- Supporting internal users and external customers with application-related issues
- Owning support tickets through to resolution with excellent stakeholder communication
- Creating and maintaining knowledge articles, FAQs and runbooks
- Escalating and coordinating software bugs with engineering teams
- Supporting clinical trial sites and sponsors on technical issues when required
- Experience in an IT Support, Service Desk, Technical Support or Application Support role
- Strong troubleshooting skills across macOS, Microsoft 365 and SaaS platforms
- Knowledge of identity and access management (Entra ID, MFA, RBAC)
- Excellent communication skills with both technical and non-technical stakeholders
- Experience with ticketing systems such as Jira or Zendesk
- Experience within healthcare, life sciences, clinical trials or regulated environments
- Exposure to MDM tools (Mosyle or similar)
- Understanding of ISO, GxP or compliance-driven environments
- Relevant IT certifications (CompTIA, Microsoft, Apple etc.)