Doctor Care Anywhere

Second Line IT Support Engineer

Doctor Care Anywhere

full-time

Posted on:

Location Type: Hybrid

Location: London • 🇬🇧 United Kingdom

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Salary

💰 £41,200 per year

Job Level

Mid-LevelSenior

Tech Stack

ITSM

About the role

  • The role provides customer-focused support for all 2nd Line incidents and requests, ensuring minimal business impact and adherence to service levels.
  • It includes monitoring the DCA platform and connected services, responding to alerts to maintain system uptime, and contributing to our shift-left strategy by coaching Service Desk engineers.
  • Once fully trained, the engineer will join the 24/7 on-call rota for out-of-hours escalations.
  • The role also requires hybrid in-person support at the DCA office, including new-starter onboarding and office-based IT services (e.g., VC/Teams Rooms, printing, desktop support).

Requirements

  • Manage incoming Dynamics 365 / DCA Core Platform incidents, requests and queries.
  • Review incoming technical support incidents and requests escalated and assigned by the IT Service Desk.
  • Ensuring all work conducted in support of IT Operations is recorded in the IT Service Management System, in line with IT Support Best Practices.
  • Being the escalation point for the IT Service Desk and 1st Line Engineering.
  • Monitoring platform health dashboards and alerting. Respond to alerts and abnormalities to identify, escalate and resolve issues as they are detected, to minimise or mitigate impact to live service.
  • To provide out of hours support for core DCA services as part of an On-Call support rota.
  • Provide in-person support for laptop setup and onboarding of new DCA colleagues.
  • Provide in-person support for office-based IT services, including (but not limited to) desktop IT setup, laptop support, printing and Teams Rooms.
  • Capturing and highlighting any gaps in support, or potential areas to improve IT Service capability.
  • Documenting knowledge articles and support guides, sharing knowledge to improve the IT Service capability
  • Driving the “Shift-Left” strategy to the IT Service Desk, coaching and mentoring L1 Engineers to take ownership of tasks and develop toward future 2nd Line engineers.
  • Working with IT Service Introduction to onboard new and modified IT Systems and Solutions into live service and support.
  • Provide excellent customer service.
  • Supporting the delivery of IT Project work where BAU/Operations allow.
Benefits
  • Doctor Care Anywhere subscription: For you and 5 of your loved ones, Get ready to enjoy health consultations on the go!
  • Company Bonus: We love rewarding our team for their dedication and achievements.
  • 25 Days Holiday + Bank Holidays: You've earned it! Enjoy time off to recharge, explore, and make incredible memories.
  • Birthday Day Off: Go and celebrate however you like!
  • Buy' up to 5 days of additional annual leave (FTE) as part of our focus on health and wellbeing
  • Charity Days: Join us in giving back to the community! We're all about making a difference together.
  • Enhanced Maternity and Paternity Pay: We've got your back with extra support during this special time.
  • Bike2Work Scheme: We love an eco-friendly commute!
  • Cross-Team Collaboration Opportunities: Join the fun in our autonomous work environment with plenty of chances to collaborate and shine.
  • Hybrid Working: An agile and autonomous hybrid work environment.
  • Development Opportunities: Get ready to grow, learn, and make strides in your career!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Dynamics 365DCA Core PlatformIT Service Management Systemmonitoring platform health dashboardsdesktop supportlaptop setupprintingTeams RoomsIT Support Best PracticesShift-Left strategy
Soft skills
customer servicecoachingmentoringproblem-solvingcommunicationcollaborationdocumentationgap analysisescalation managementsupport capability improvement