IT Engineer in Cambridge, United Kingdom

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 required

What 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 Zendesk

Desirable

• 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.)