IT Support Engineer

About the Business Division:

This role sits within Doctors.net.uk, a subsidiary of M3 Inc. Doctors.net.uk is the UK's largest professional network of doctors; a closed community used by over 50,000 doctors daily and with a total membership of over 245,000. Products range from a trusted email communications platform to robust news and educational web pages along with our world-class sponsored pharmaceutical content and doctors’ own user-generated content. Our mission is to continually improve these offerings as well as identifying new ways to support our community of doctors throughout their careers.

About the Role

We are seeking a skilled and proactive IT Support Engineer to join our small IT team. As the primary point of contact for IT queries and issues, you will provide hardware and software support to internal staff, manage user accounts and permissions, and help maintain business-critical systems.

Key Responsibilities

Technical Support

• Act as the first point of contact for all IT support requests (email, chat, helpdesk, phone)
• Diagnose and troubleshoot hardware and software issues, escalating complex problems where appropriate diagnose and troubleshoot technical problems efficiently, escalating complex issues where appropriate
• Install, configure, and update applications on Windows and MacOS devices
• Provide clear guidance to users on software functionality and best practices

Hardware Management

• Support and troubleshoot Windows laptops and other end-user devices
• Perform hardware upgrades, repairs, and replacements
• Deploy new hardware to staff (if local to Milton Park office)
• Maintain an accurate inventory of IT hardware assets

User Account and Access Management

• Create, modify, and deactivate user accounts in Active Directory and Microsoft 365
• Manage user roles, permissions, and group memberships across multiple platforms
• Administer access to cloud-based solutions including Jira and other business applications
• Ensure timely offboarding maintain security compliance standards

Systems and Infrastructure Support

• Working closely with the IT System Administrator to support business systems
• Maintain up-to-date technical documentation, configuration guides and knowledge base articles

Technologies Used

Operating Systems & Infrastructure: Windows Server 2008-2016, Windows 11, MacOS, VMware

Microsoft Cloud Services: Microsoft 365 / Office 365, Entra ID (Azure AD), Intune, SharePoint online

Cloud & Infrastructure: AWS

Business Applications: Jira, Confluence

Security & Management: NinjaOne RMM, Harmony SASE, Webroot/Opentext AV

Essential Requirements

• Strong demonstrable experience supporting Windows-based systems in a business environment
• Proven experience upgrading, troubleshooting, and managing computer hardware
• Practical knowledge of user account management in Active Directory and Microsoft 365 environments
• Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently
• Ability to work independently, prioritise workload, and manage multiple tasks effectively
• Strong communication skills with the ability to explain technical concepts clearly to non-technical users
• Highly organised with exceptional attention to detail
• Customer-focused approach with a commitment to delivering excellent service

Desirable Requirements

• Experience supporting MacOS devices in a mixed-platform environment
• Knowledge of network administration, including VPNs, firewalls, and network troubleshooting
• Experience providing formal 1st and 2nd line IT support in a helpdesk or service desk environment
• Familiarity with cloud-based platforms such as Jira, Confluence, or similar business applications
• Experience with IT service management (ITSM) tools and remote management software
• Relevant IT qualifications (e.g., CompTIA A+, Microsoft certifications, ITIL Foundation)
• Understanding of information security principles and data protection requirements

About M3 EU:

M3 EU is at the forefront of healthcare innovation, offering digital solutions across healthcare, life sciences, pharmaceuticals, and more. Since our inception in 2000, we’ve seen remarkable growth, fuelled by our mission to utilize the internet for a healthier world and more efficient healthcare systems.

Our success is anchored in our trusted digital platforms that engage physician communities globally, facilitating impactful medical education, precise job placement, and insightful market research. M3 EU prides itself on a dynamic and innovative work environment where every team member contributes to global health advancements.

Joining M3 EU means being part of a dedicated team striving to make a significant difference in healthcare. We provide a unique opportunity for you to be at the cutting edge of healthcare innovation, shaping the future in a meaningful career. Embrace the chance to drive change with M3 EU.

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