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Package Description • Competitive salaries, • Excellent training & development opportunities, • Paid Holidays, • Workplace pension scheme, • Staff Discount, • Travel Loans and more… Overview of the role Well Pharmacy is one of the UK's largest community pharmacy chains, with over 700 branches nationwide. As part of Bestway Healthcare, we are committed to delivering high quality healthcare services to our communities and that starts with having a reliable, responsive IT support function. Working within the IT service desk, this role will act as the primary point of contact for IT incidents across the different business areas, handling and processing requests for support, resolving issues first-hand where possible and coordinating resolution with appropriate teams and suppliers in line with the ITIL standards. Main Responsibilities • As the primary point of contact for all IT incidents across the business, you will be expected to resolve issues by using your technical and problem-solving skills to diagnose each incident to the best of your ability., • Ownership of incidents when escalated to the wider 3rd line IT support functions., • Working within a technical team you will be supporting multiple technologies including Windows, Active Directory, Mobile Device Management and various bespoke systems, you will also be trained to support the Pharmacy IT systems in our pharmacies and warehouses across England/Scotland/Wales and Northern Ireland., • Support network incidents providing analysis to problems using the technology monitoring platforms available., • Ensure incidents are raised against the correct priority and are managed through to resolution either internally or by way of escalation to 3rd party suppliers., • Have excellent communication and customer service skills allowing you to interface between users and other resolving teams., • Identify repeat incidents to problem management to ensure trend analysis is undertaken to reduce the likelihood of repeated incidents impacting colleagues., • Be proactive to potential incidents using the in-depth monitoring platforms across the business., • Assist in the starter and leavers process to ensure IT compliance is aligned to our security policies., • Provide support to project activities in-line with the teams’ capabilities & skillset. The Ideal Candidate This is a hybrid role with some on site / in person support required at our Ferryhill office. The role will work a 37.5 hour work week on a rota basis, so some support may be required outside of normal business hours. The ideal candidate will ideally have the below skills and experience: • ITIL Service Management knowledge, • Proven experience of working in a customer facing 1st and 2nd line support role., • Proven experience of solving technical problems and a keen interest in fixing IT issues., • Proven experience of working with a ticket management system to manage all incidents and requests., • Ability to triage and escalate tickets to senior colleagues and teams where necessary., • Knowledge of supporting Microsoft Office, Windows 10, Office365, Active Directory, Azure AD, Mobile Device Management, multiple monitoring platforms. Well are proud to be a diverse and inclusive employer. If you have any specific requirements, we'll do everything we can to support you. Whether it is to find a pharmacy that is accessible, or if it is a part time position you are looking for, we can help find the role that is right for you. If you need us to make any reasonable adjustments to our recruitment process, we will be happy to accommodate you. Please be aware that due to the high number of applications we receive it may not be possible for us to provide an outcome to all applicants. If you are not contacted within 28 days of your submission unfortunately you will have been unsuccessful.

On the job training for systems, hardware and software, including but not limited to Microsoft Endpoint Configuration Manager / System Centre Configuration Manager, Windows 11, SonicWall Firewalls, Fortinet Switches, and Microsoft Defender for Endpoint. Our client is looking for an experienced 2nd L

As a 2nd Line IT Support Engineer, you will act as a key escalation point within the support function, owning incidents through to resolution and contributing to service improvement initiatives. I am supporting a well-established organisation with a modern, cloud-first IT environment, seeking an exp

If you’ve also worked in the following roles, we’d also like to hear from you: Service Desk Analyst, IT Support Analyst, Infrastructure Engineer, IT Helpdesk Analyst, IT Support Engineer, IT Technician, Technical Support Engineer, 2nd Line Support Engineer, 2nd Line IT Support Technician, Onsite

A UK-based infrastructure services provider is seeking a 3rd Line IT Support professional to provide the highest level of technical support within their IT department. The ideal candidate will have extensive knowledge of IT systems, networks, and applications, along with strong problem-solving skill

The position offers hybrid working and a comprehensive benefits package, including mental health support and unlimited paid time off. A leading technology company in London is looking for a 2nd Line Support Engineer. The role involves managing complex IT issues globally with expertise in AWS and Azu

Candidates should have 2-3 years of IT support experience, strong customer service skills, and knowledge of ITIL processes. The position offers benefits such as training opportunities, a Local Government Pension Scheme, and 26 days of annual leave that increases with service. This role involves supp

Other organisations may call this role2nd Line Support Engineer, 2nd Line ICT Engineer, 2nd Line Technical Support Engineer, 2nd Line IT Support Engineer, Network Support Engineer,orIT Support Technician. So, if you have experience in an IT helpdesk support role and knowledge and experience of vario

This role involves delivering top-quality 1st line support and gaining experience in infrastructure and project work. The position offers a salary between £26,000 – £28,000 and a supportive learning environment with clear progression routes. Candidates should have 1–2 years of experience, stro

Ideal candidates will have a strong background in Windows, Active Directory, and ITIL standards. A market-leading financial services firm is seeking an IT Support Engineer to provide remote desktop support services across the UK and Ireland. This is an exciting opportunity to join a prestigious orga

Are you an experienced IT Support professional seeking a challenging role with growth potential? We’re looking for a Senior IT Support Engineer to join this thriving MSP. Line IT Support Engineer – MSP – 48K. The client: A small but highly successful MSP with a 20+ year track record and exciti

A leading IT support firm in Greater London seeks a 2nd/3rd Line Support Engineer to join their team. The ideal candidate will have over 2 years of experience in IT support, proficient in Microsoft Operating Systems, Active Directory, Exchange, and Office 365. This hands-on role may involve VIP tele

To provide 2nd line support on a wide range of IT related issues including hardware, software network and infrastructure issues. Work with IT Engineers and IT infrastructure to escalate and resolve issues. With enhanced maternity and paternity pay, we support you at every stage of life.

The technician will provide first- and second-line support, resolving technical issues directly and via remote assistance. The role includes benefits such as a competitive salary, employer pension contributions, and opportunities for volunteering. The position reports to the Wollaston site in the Un

This full-time position involves delivering onsite and remote IT support, troubleshooting various operating systems and applications, and ensuring high-quality customer service. A managed services provider is looking for an IT Field Support Engineer / Onsite Second Line Technician in London. The ide

The successful candidate will provide first-line support, manage technical queries, and assist with system setup and maintenance. A reputable recruitment firm is seeking an IT Support professional for a temporary role in London within the financial services industry. With over 5 years of experience

The ideal candidate has experience in a Service Desk or Helpdesk environment, supports both Windows and MacOS, and is eager to learn and grow professionally. You will have the opportunity to work closely with senior IT team members and benefit from tailored mentoring and training. This role involves

A staffing solutions company is seeking a skilled Network Support Engineer to provide 2nd line support and aid in critical infrastructure projects in a hybrid role. The engineer will collaborate with project managers and on-site teams, performing hands-on configuration of network devices and trouble

Along with a competitive salary, this company offers various benefits, including a pension scheme and generous holiday entitlement. This role involves providing advanced technical support, mentoring 1st Line Engineers, and managing relationships with suppliers. A leading vehicle repair company in th

This permanent role promises career growth and includes a variety of benefits including a Virtual GP and generous leave policies. You will handle inbound Service Desk calls, diagnose issues, and provide exceptional service to clients. Essential qualifications include experience as a Service Desk Eng

This role involves providing 1st Line support both remotely and onsite to clients, handling a variety of technical issues in a fast-paced environment. The ideal candidate should possess solid Windows Server knowledge, strong communication skills, and experience in managed service or internet service

The ideal candidate must have strong Windows troubleshooting skills and be comfortable working independently. A growing IT company in Hertfordshire is seeking a 2nd Line IT Engineer with a salary of up to £40,000. Responsibilities include troubleshooting technical issues, setting up new sites, and

The ideal candidate will possess a strong customer service orientation and a passion for IT, coupled with excellent communication skills to effectively liaise with both technical and non-technical stakeholders. This role focuses on delivering exceptional 1st and 2nd line support for desktop hardware

Excellent customer service skills, with a focus on understanding user needs and delivering a positive support experience. This is a hands‑on role combining infrastructure, cloud, security, networking, automation, and server administration ideal for someone who thrives in complex environments and e

Key responsibilities include providing technical expertise, delivering excellent customer service, building stakeholder relationships, managing assets, designing and deploying server architecture, and supporting performance monitoring and escalation processes. This office-based role offers flexibili

You will have good all round technical support and problem solving skills (Windows 10, 7, MSFT Office, Desktop Applications, Remote Connectivity, Desktops, Laptops, Printers) (Exchange and Active Directory). You will have great communication skills both written and verbal, be self-motivated and have

Disguise sits at the heart of the most inspiring live and virtual experiences in the world, leading the market in building a software and hardware solution that designs, sequences and controls the most spectacular productions across film and TV, broadcast, live and corporate events. This is a hands�

The ideal candidate will support a large user base, resolve complex technical issues, manage ICT teams, and implement efficient service processes. You will enhance team knowledge and drive continuous improvement in service delivery and user satisfaction. This role requires strong problem-analysis sk

A leading technology company in London is seeking a 2nd Line Support Engineer to serve as a global escalation point for complex IT issues, manage cloud environments, and drive automation processes. The ideal candidate should possess strong expertise in Jira and have experience with AWS, Azure, and c

The IT Technician will be responsible for providing 1st and 2nd line support for desktop hardware, software, and business systems. Excellent communication skills, both written and verbal, and have the ability to communicate with both technical and non-technical audiences at all levels. Having a true

The 3rd Line IT Support role is a critical position within the IT department, providing the highest level of technical support. All staff are responsible for ensuring that all employees, customers, suppliers, and visitors are treated equally and fairly and not discriminated against on the grounds of

Candidates must have experience in IT support, familiarity with Microsoft 365 applications, and knowledge of ITIL practices. The successful candidate will be responsible for managing incidents, providing 1st and 2nd line support, and resolving user issues. This role involves contributing to service

Responsibilities include delivering 2nd Line Support and collaborating with both internal teams and vendors to manage technology solutions. This highly technical role requires excellent troubleshooting skills and the capability to manage escalations effectively. Candidates should have extensive expe

We're hiring a 2nd Line Support Team Coordinator to join a growing MSP, combining hands‑on technical support with team coordination responsibilities. Support and maintain Microsoft 365, SharePoint, and endpoint management solutions. Provide 2nd line support across Microsoft, cloud, and network env

The ideal candidate will have at least 4 years in 2nd/3rd line support, strong networking skills, and the ability to work on IT projects. This hybrid role involves hands-on infrastructure support, including desktop, cloud, and server management with a focus on Windows and Linux environments. A non-p

This role involves delivering first and second-line support across Microsoft 365 and Windows systems, with responsibilities including troubleshooting hardware and software, and supporting network functions. Candidates should have strong experience in IT support and the ability to work on-site five d

A recruitment agency is seeking an experienced IT Support Engineer specializing in 1st and 2nd line support. Strong communication and customer service skills are essential for this position, along with a proactive attitude and attention to detail. The role involves providing high-quality technical s

A technology organization is seeking a 2nd line IT Support professional to troubleshoot complex issues and provide exceptional support. The ideal candidate has at least 2 years of experience in a service desk role and is skilled in Windows 10, Active Directory, and customer interaction. You will col

Join our client’s dynamic IT team and take your support skills to the next level! This hybrid role (1 week on-site, 1 week remote) puts you right at the heart of fast‑paced IT operations — solving real‑world challenges, improving systems, and making a genuine impact every day. IT System Trai

If you are an intelligent, professional and technology obsessed person with drive to succeed in the IT sphere and at least 2 years' experience in desktop support (preferably in financial services), this could be the ideal position for you. Deliver end-user technical support and training. Your actual

You’ll be the friendly and knowledgeable first point of contact for users, delivering high-quality 1st line support while developing your technical capability in a supportive, hands‑on environment. This is a brilliant opportunity for an IT Technician with 1–2 years’ experience who’s keen t

A leading UK IT service provider is seeking an ICT Associate based in Bathgate to offer first-line technical support across multiple sites. This role involves managing support requests, providing expert advice on IT best practices, and ensuring a positive user experience. Candidates should possess s

The ideal candidate will possess extensive experience in senior IT support and demonstrate strong communication skills, engaging effectively with C-Suite stakeholders. Responsibilities include managing support queries across various technology platforms and optimizing service desk processes. A retai

As a 2nd Line Support Engineer, you will handle escalations from 1st Line Support and consult 3rd Line Support for complex issues. We are excited to offer you the opportunity to join our expanding Technology Business Unit as Level 2 IT Engineer. You’ll prioritise tickets, balance call handling wit

Candidates should have experience with virtualisation technologies and Microsoft 365, along with strong communication skills. The position offers hybrid working, private medical insurance, and various employee benefits. A leading cloud services provider in the UK seeks a Cloud Support Engineer to de

A leading tech organization in Greater London is seeking candidates for First Line IT Customer Support roles. This position serves as the first point of contact, handling IT requests and issues. The role offers full-time and part-time options with a competitive salary ranging from £33,750 to £40,0

Ideal candidates will have prior IT experience, strong customer service skills, and the ability to manage user support in an educational setting. The position offers a competitive salary between £30k and £37k and opportunities for career progression. A leading education technology provider in the

A global law firm in London is seeking a 1st / 2nd Line IT Support Analyst to join their IT team. This hybrid role involves providing high-quality technical support to legal staff and requires strong communication and technical skills. Join a professional culture offering exposure to legal technolog