IT Support Engineer – 1st Line (UK Northern Region)

About the role

We are looking for a 1st line IT Support Engineer to be the first point of contact for all IT queries within a private healthcare provider of over 500 employees across the UK. The role covers the northern region and includes regular site visits to resolve or escalate technical issues.

Key responsibilities

• Respond to software and hardware queries via email or phone.
• Guide colleagues or clients through actions to resolve IT issues.
• Monitor and maintain computer systems and networks.
• Troubleshoot and diagnose hardware, software and network faults.
• Update and manage tickets in the ticketing system, ensuring accurate logging and timely resolution.
• Escalate complex issues to the appropriate specialist teams.
• Prioritise and manage open cases efficiently.

Required profile

• Previous experience in a 1st line IT support role providing assistance via phone, email and remote tools.
• Strong multitasking ability in a fast‑paced environment.
• Self‑motivated with good workload and time‑management skills.
• Customer‑service orientation with clear communication.
• Experience in the healthcare IT sector or familiarity with ITIL frameworks is desirable.

Required skills

• Microsoft Windows and Office suite.
• Azure cloud services.
• Ticketing systems (e.g., ServiceNow, JIRA).
• Hardware and software troubleshooting.
• Network troubleshooting.
• Remote support tools.

What we offer

• 23 days holiday plus bank holidays.
• Buy and sell annual leave scheme.
• Company pension, sick pay and life assurance.
• Blue Light Card discounts.
• Career development and training opportunities.
• Performance reviews with a dedicated development plan.
• Supportive team environment.