IT Support Engineer (L1/L2)

Abtrace is tackling one of the hardest problems in healthcare: helping primary care deliver proactive, preventative care at scale.

Based in Paddington, London, our team of doctors, researchers, engineers and data scientists builds clinical algorithms that continuously scan patient records to detect deterioration, spot the early onset of disease, and surface opportunities for preventative intervention. We automate the delivery of measurements, vaccinations, blood tests and routine reviews, helping GP practices, PCNs and ICBs improve outcomes, reduce operational burden and maximise funding.

We work with over 600 primary care practices across the UK, covering 7.5 million patients.

As our IT Support Engineer, you'll keep the systems and people behind that platform running — supporting our internal team and acting as a first point of contact for the practices that depend on us every day.

The Role

We are seeking an IT Support Engineer to take ownership of internal IT across the company. You will be the primary point of contact for all internal technology requests, covering user accounts, access management, device provisioning and day to day troubleshooting.

This is a hands-on role within a small team. You will own your ticket queue end to end, work to defined service level targets, and manage competing priorities without loss of accuracy or follow-through.

The role is also a deliberate step towards a Systems Administrator position. As a company processing NHS patient data, we operate to a high security and compliance standard, and you will contribute to our certification and audit programme from the outset.

We expect the successful candidate to be taking ownership of infrastructure within 18 to 24 months, and we will support your growth towards it.

Responsibilities

Service desk and ownership

• Own the internal support queue in Jira: triage, prioritise, resolve and maintain clear ticket updates throughout.
• Work to agreed response and resolution SLAs, escalating or flagging any ticket at risk of breach in advance.
• Handle high-volume access requests: password and MFA resets, account lockouts, licence and permission changes, shared mailbox and distribution list administration.
• Produce and maintain runbooks so that recurring issues are resolved consistently.

Device lifecycle

• Provision, image, enrol and dispatch laptops across a mixed Windows and macOS estate using Microsoft Intune and Kandji.
• Deliver joiner, mover and leaver processes end to end, including timely access revocation and device wipe or recovery on exit.
• Maintain an accurate asset register covering ownership, location, encryption state and patch status.
• Manage software deployment, updates and patch compliance across all endpoints.

Identity and collaboration

• Administer Microsoft 365 and Entra ID day to day: users, groups, licensing, Exchange Online, Teams, and conditional access under supervision.
• Apply least privilege principles, maintain accurate group membership and support periodic access reviews.

Security, compliance and audit

• Support our certification and audit programme, including ISO 27001, Cyber Essentials Plus, the NHS Data Security and Protection Toolkit, and DTAC assessments. This involves evidence collection, remediation of findings, and keeping asset and access records audit ready year round.
• Respond to client and prospect security questionnaires and due diligence requests alongside the wider team.
• Monitor patching and endpoint hardening against the control baseline and resolve exceptions.
• Assist with security review of new software requests and with incident response as required

Progression into Systems Administration

This is not a static support role. We are hiring with the expectation that the successful candidate grows into a Systems Administrator, and the responsibilities are designed to build in that direction from the first month.

As you demonstrate command of the service desk and device estate, you will take on progressively more infrastructure work alongside it:

• Automation. Scripting in PowerShell and Bash to remove repetitive work from your own queue, then Jira automation, reporting and workflow design across the wider service desk.
• Identity and access. Moving from day to day user administration to owning conditional access policy, privileged role design and the access review cycle.
• Cloud infrastructure. Structured exposure to our AWS environment, beginning with IAM, tagging and patch compliance through Systems Manager, and extending into networking, monitoring and cost management.
• Resilience. Involvement in backup, restore testing, business continuity planning and incident response, initially in support and later as owner of defined runbooks.
• Compliance ownership. Taking the lead on specific control areas within our certification programme rather than only providing evidence for them.

Progression is based on demonstrated capability, not tenure. You will have regular one to one time with the Systems Administrator, direct exposure to decisions rather than only their outcomes, and support for relevant certifications and study. In a team of this size there is no queue to advance in: the ceiling is set by what you can take on.

Essential

• 3 or more years in an IT support, service desk or IT technician role, ideally at L1 progressing into L2 (strong candidates with slightly less experience will be considered).
• Hands-on administration of Microsoft 365 and Entra ID (Azure AD).
• Endpoint management experience with Intune, Jamf, Kandji or a comparable MDM platform.
• Confident supporting both Windows and macOS users.
• Demonstrable ownership: you take a ticket, drive it to resolution and communicate clearly throughout.
• Ability to work at pace across several concurrent issues without loss of accuracy.
• Disciplined approach to process and documentation. In a regulated environment, the record is as important as the fix.
• Right to work in the UK.

Desirable

• Experience supporting ISO 27001, Cyber Essentials, DSPT, DTAC, SOC 2 or comparable compliance frameworks.
• Scripting in PowerShell, Bash or Python.
• Working knowledge of DNS, DHCP, VPN and firewall fundamentals.
• Exposure to AWS, or a clear appetite to develop it.
• Jira administration or automation.
• Background in healthcare, fintech or another sector handling sensitive personal data.

Benefits

• Motivated, highly functioning, multi-disciplinary team
• High trust, ownership, and the opportunity to shape meaningful healthcare software
• Competitive salary, depending on experience
• Private pension
• Generous maternity/paternity leave
• Office in Paddington with hybrid-working model
• Laptop and any necessary equipment

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