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:

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 requiredWhat We're Looking For

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 ZendeskDesirable

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.)