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IT Support Engineer
Pharmacy2U LtdIT Support Engineer providing first and second-line support for business-critical applications. Working in a hybrid environment supporting internal and customer-facing systems.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Application Support and IT Support, with a strong focus on troubleshooting, problem-solving, and user training. Proficient in managing incidents and improving processes to enhance user experiences across business-critical applications.
Highest-signal resume keywords
Application Support ExperienceTroubleshooting SkillsITIL Principles KnowledgeMicrosoft 365 ProficiencyTicketing Platforms Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Application SupportTroubleshootingIncident ManagementProblem ManagementChange ManagementSQLActive DirectoryGroup PolicyApplication MonitoringCloud Technologies
Soft Skills
Strong CommunicationCustomer-Focused ApproachCollaborative Team Culture
Tools & Technologies
ServiceNowJiraELK/KibanaNew RelicMicrosoft AzureMicrosoft 365AWSWindows Operating SystemLinux Operating SystemReporting Tools
Industry Keywords
Business ApplicationsTechnical DocumentationUser TrainingProcess ImprovementComplex Organisation
Tech Stack
Tools & technologiesAWSAzureCloudLinuxOracleServiceNowSQL
About the role
Key responsibilities & impact- Provide first and second-line support for a range of internal and customer-facing business applications.
- Diagnose and resolve application, hardware and system issues, escalating where appropriate.
- Monitor application performance, availability and security to ensure a seamless user experience.
- Work closely with internal IT teams, developers and third-party suppliers to resolve incidents and drive improvements.
- Create and maintain technical documentation, support processes and knowledge base articles.
- Deliver user training and provide guidance to colleagues across the business.
- Support software upgrades, application deployments and system enhancements.
- Participate in incident management activities, ensuring service levels and key performance indicators are achieved.
- Identify opportunities to improve processes, efficiencies and user experiences.
- Contribute to projects involving new applications, integrations and technology enhancements.
- Build strong relationships with teams across Customer Services, Operations, Purchasing and Pharmacy.
- Help foster a positive, collaborative and friendly team culture.
Requirements
What you’ll need- Proven experience in an Application Support, IT Support or Service Desk environment.
- Demonstrable experience supporting business-critical applications within a complex organisation.
- Strong troubleshooting and problem-solving skills across software, systems and networking issues.
- Experience with ticketing platforms such as ServiceNow, Jira or similar.
- Ability to analyse application logs using tools such as ELK/Kibana, New Relic or equivalent.
- Strong communication skills, with the ability to explain technical concepts to non-technical audiences.
- Good understanding of ITIL principles, including Incident, Problem and Change Management.
- Knowledge of Windows and Linux operating systems.
- Strong working knowledge of Microsoft 365 and associated technologies.
- Familiarity with databases and reporting tools, including SQL and Oracle.
- Experience of Active Directory, Group Policy and authentication services.
- Exposure to cloud technologies such as Microsoft Azure, Microsoft 365 or AWS would be advantageous.
- Experience with application monitoring and observability tools is desirable.
- A proactive, customer-focused approach with a passion for delivering excellent support.
Benefits
Comp & perks- Competitive contributory pension scheme
- Enhanced occupational sick pay
- Long service recognition awards and referral bonuses
- Professional registration fees fully funded (GPhC, NMC, CIPD and more)
- Cycle to Work and Green Car schemes (subject to eligibility)
- Enhanced maternity and paternity pay
- Flexible hybrid working to support a healthy work-life balance
- Access to private healthcare at preferential rates through Aviva
- Employee Assistance Programme and dedicated mental health support
- Discounted gym memberships through Blue Light Card and employee benefits schemes
- Ongoing wellbeing initiatives and awareness campaigns
- Strong commitment to continuous professional development (CPD)
- Access to training, mentoring and career progression opportunities
- 25 days' annual leave, increasing with length of service
- Buy and sell holiday scheme for added flexibility
- Blue Light Card and employee discount platform
- Exclusive retail and leisure discounts at The Springs, Leeds
- 25% discount on health and beauty products
- 25% discount on Pharmacy2U Private Online Doctor services
- A collaborative, supportive and inclusive working environment
- Regular team socials and company events throughout the year