IT Support Engineer
Location: Thorpe Park, Leeds (hybrid schedule - 3-4 days per week in the office). Salary: Circa £35K per annum (DOE). Contract type: Permanent. Working hours: rotating shift pattern (07 30, 08 30 & 09 30). The role may include participation in an out of hours rota and on call periods with additional compensation.
Key Responsibilities
- 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, helping to foster a positive, collaborative culture.
Required Qualifications
- Proven experience in application support, IT support or service desk environments.
- 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, able to explain technical concepts to non technical audiences.
Benefits
- Competitive contributory pension scheme
- Enhanced occupational sick pay
- Long service recognition awards and referral bonuses
- Fully funded professional registration fees (e.g., GPhC, NMC, CIPD)
- Cycle to Work and Green Car schemes (subject to eligibility)
- Enhanced maternity and paternity pay
- Flexible hybrid working to support a healthy work life balance
- Access to private healthcare at preferential rates through Aviva
- Employee Assistance Programme and dedicated mental health support
- Discounted gym memberships via Blue Light Card and other employee benefits
- Ongoing wellness initiatives and awareness campaigns
- Strong commitment to continuous professional development (CPD), training, mentoring and career progression opportunities
- 25 days' annual leave, increasing with length of service; buy and sell holiday scheme for added flexibility
- Exclusive retail and leisure discounts (e.g., The Springs, Leeds)
- 25% discount on health and beauty products and Pharmacy2U Private Online Doctor services
Culture & Community
A collaborative, supportive and inclusive working environment with regular team socials and company events throughout the year.