We are a cutting-edge digital health company revolutionising weight management by integrating GLP-1 medications with personalized, 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 for a IT Support Engineer (1st Line) to provide front-line technical support for UK-based employees and clinicians, acting as the first point of contact for IT incidents and service requests.

The role ensures a positive day-to-day technology experience while following established procedures, security standards, and escalation paths defined by the UK IT team and global IT leadership. This position supports day-to-day operational continuity within the UK region, working under the guidance of the Manager, IT Support - UK and senior team members. Please note: The role is office based.

We are based in Euston, London. You are required to work on a rotating shift pattern within the hours of Monday to Friday 8am to 8pm, 40 hours per week. WHAT YOU’LL WORK ON Provide Tier 1 technical support to onsite and remote colleagues and clinicians, acting as the first point of contact for IT queries.

Log, triage, and resolve incidents and service requests via the IT service desk, escalating complex issues to Tier 2/3 colleagues as needed. Carry out basic device setup, including provisioning, imaging, and configuration of laptops and desktops under guidance from senior engineers. Assist with software installation, updates, and routine patching tasks.

Perform first-line checks on endpoint security alerts and escalate as required. Provide day-to-day support to all users, escalating executive and business-critical issues to senior team members. Carry out basic checks and troubleshooting on meeting room and collaboration technologies, escalating unresolved issues.

Respond to Priority 3 and Priority 4 incidents in line with SLAs, and assist with triage of Priority 1 and Priority 2 incidents prior to escalation. Support technical checks across UK clinical sites under the direction of senior engineers. Participate in rotational coverage to support remote clinicians and clinics when required.

Maintain accurate records of incidents, resolutions, and basic configurations. Flag recurring technical issues to senior engineers and the IT Support Manager for further investigation.

WHAT WE’RE LOOKING FOR

0-2 years experience or a strong interest in supporting end users, ideally in an office or regulated environment (internship, placement, or junior role considered). No degree required. Basic working knowledge of Microsoft 365, Windows 11, and general desktop troubleshooting.

Basic working knowledge of Google Workspace. Willingness to learn device imaging and endpoint lifecycle processes. Good communication skills and a customer-focused approach to supporting users of all levels.

Basic familiarity with meeting room and video conferencing platforms such as Zoom and Google Meet. g. CompTIA A+) or equivalent coursework.

Awareness of ITIL principles. Experience with macOS. Internal applicants are welcome and encouraged to apply.

WHAT WE OFFER

Salary: £32,000 to £36,000 pro rata eMed flex-leave 5% employer pension contribution for 5% employee contribution Life Insurance 4x annual base salary Health cash plan Employee Assistance Program Enhanced Maternity, Paternity and Adoption pay. Health Wellbeing resources Eye care voucher reimbursement (up to £20) Up to £80 towards noise cancelling headphones Please note that offers of employment are subject to receipt of satisfactory references and a enhanced DBS check. WORKING AT EMED Whether you work in one of our amazing offices, clinics or part of our remote clinician workforce, eMed is highly collaborative and fun!

You’ll have a chance to work in a fast-paced environment with experienced industry leaders. We have a learning environment where you can make an impact.