Systems Support Engineer

Location

Hybrid (WeWork, London) or home based in the UK

Hours

Full-time

Feedback Medical is seeking a Systems Support Engineer to join the Support Team. Reporting to the Head of Technical Support & Deployment, this role provides 1st and 2nd line support for internal applications, infrastructure, and hardware, as well as support for Feedback Medical’s software solutions, to both customers and internal staff. This role is ideal for someone looking to build their technical skills within a dynamic, customer-focused environment.

Key Responsibilities

Customer and Employee Support:
• Deliver high-quality 1st and 2nd line support to Feedback Medical customers and staff via phone, email, and remote desktop, assisting both IT and non-IT literate end users.
• Triage and prioritise incoming tickets based on impact, risk, and urgency, escalating issues to the Senior Engineer or relevant 3rd line subject matter expert when needed.
• Fulfil service requests and provide support for custom applications on industry-standard operating platforms.
• Monitor system performance, capacity, and availability to ensure environments operate efficiently with adequate resources (e.g., disk space, memory).
• Install, configure, and support new hardware and software (e.g., PCs, laptops, tablets, mobile devices), ensuring accurate asset tracking.
• Provide training and guidance to staff on Feedback Medical’s IT systems (e.g., Microsoft 365 Apps, Atlassian) and create or update training materials and knowledge base articles.
• Take ownership of support tickets throughout their lifecycle, ensuring timely resolution in line with Service Level Agreements (SLAs) and delivering high-quality, accurate responses.

Process and Procedures:
• Implement changes in accordance with Feedback Medical’s change management procedures.
• Escalate significant incidents to the Senior Systems Support Engineer and/or the Problem and Change Manager, as appropriate.
• Contribute to problem investigations and root cause analysis.
• Comply with processes and procedures within Feedback Medical’s Integrated Management System (IMS).

Documentation and Compliance:
• Ensure client documentation is kept up to date and accurate.
• Adhere to GDPR requirements.
• Comply with patient confidentiality requirements such as the NHS’s Data Security and Protection Toolkit.

Qualifications and Experience
Essential:
• 3+ years in a similar role, demonstrating a methodical and logical approach to troubleshooting.
•  Experience with Microsoft 365 and Azure AD, including user support and configuration.
• Experience in configuration, management, and support of Windows Desktop and Server environments.
• Ability to provide end-user support for common hardware (PCs, laptops, tablets, and mobile devices).
• Experience supporting custom applications.
• Understanding of networking concepts (TCP/IP, DNS, DHCP).
• Knowledge of ITIL framework and ITSM practices.
• Excellent communication skills, both written and verbal, in English, with numeracy proficiency.
• Ability to work effectively both in a team and independently.
• Flexibility and strong time management to handle multiple tasks, changing priorities, and maintain attention to detail and efficiency in task completion.
• Proactive approach to self-development, with a willingness to learn new skills and listen to others.

Desirable:
• Interest in biotech or medical imaging, or experience working with or within the NHS.
• Experience with specific server technologies, such as IIS, and virtualisation platforms (e.g., VMware, Hyper-V).
• Experience with cloud platforms such as AWS or Azure.
• Exposure to backup and disaster recovery solutions.
• Understanding of ISO 27001 and ISO 9001/ISO 13485 requirements.
• Knowledge of cybersecurity best practices.
• Familiarity with DevOps practices, tools, and IT project management or coordination.

Additional Information:
• Probationary Period: The role includes a 3-month probationary period.
• Benefits: Includes 25 days of annual leave plus public holidays, with the option to buy/sell leave. Additional benefits include an employee assistance programme, professional training and development opportunities, cycle-to-work scheme, medical health insurance, charitable donation matching, EV salary sacrifice scheme, and private flu vaccinations. Some benefits are available upon successful completion of the probationary period.
• Work and travel arrangements: The role can be office-based (London WeWork), with hybrid working from home arrangements permitted. Alternatively, we are happy to recruit an individual from elsewhere in the UK as a homeworker, with occasional travel to the company office(s) as needed.
Occasional travel may also be required to customer sites in the UK.
• Flexibility: As a small company, Feedback Medical may occasionally require you to take on additional roles and responsibilities.

Interview Process:
2-stage

  •  Initial 15-minute phone call with the Chief Regulatory & Compliance Officer
  •  Virtual Teams meeting with 2-3 representatives from FbkMed.

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