Second Line IT Support Engineer, Doctor Care Anywhere

£41.2k

+ Company Bonus

Room

Azure

Windows

Active Directory

Mid and Senior level

London

2-3 days a week in office

Online GP platform and app

Be an early applicant

Online GP platform and app

201-500 employees

HealthcareB2CB2BPersonal healthWellbeing

Be an early applicant

£41.2k

+ Company Bonus

Room

Azure

Windows

Active Directory

Mid and Senior level

London

2-3 days a week in office

201-500 employees

HealthcareB2CB2BPersonal healthWellbeing

Company mission

To make healthcare transparent.

Job

Company

Role

Who you are

Must have a well-rounded skillset in MS Dynamics 365 administration and troubleshooting
Intermediate Dynamics CRM skills on any recent version
Confident in requirement gathering and understanding what the user requires
Azure Active Directory management
InTune
Company Portal
SharePoint administration and troubleshooting
Teams, including supporting compatible meeting room conferencing equipment
MS Dynamics basic administration and troubleshooting
Microsoft Windows Desktop on various laptop hardware, including peripherals issued to clients
Apple MacBook administration and troubleshooting desirable, but not essential
Any other technology introduced into the organisation in a controlled manner
Demonstrate strong attention to detail, actively seeking feedback to drive continuous improvement
Bring a creative, proactive, and solutions-focused mindset, with a strong willingness to learn

What the job involves

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.We are looking for a confident Dynamics 365 engineer who enjoys collaboration, is keen to keep learning, and values knowledge sharing,someone whose approach naturally fits our friendly, service-oriented IT culture
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)
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
Support the introduction of new services by delivering training and contributing to BAU operations documentation
Build effective, collaborative relationships with peers and stakeholders

Application process

Application Close date: 9am Monday 29th December; Vacancy may close earlier if we receive sufficient applications

Salary benchmarks

Our take

There are mixed opinions about virtual GP services and various ideas around what can and can’t be treated virtually. In recent years, the growth of online doctoring services has exceeded what we probably thought possible. Many are not signed up to an in-person GP anymore and rely on apps like Babylon Health, or Doctor Care Anywhere, an online healthcare platform and application.

Founded in 2013, the company not only offers services to individuals, but companies are also able to sign up employees, which further expands the company’s reach and exposure. And the company launched a mental health programme proposition in 2021, highlighting the ongoing work the practice does alongside its day-to-day appointments and referrals.

Recently, the company partnered with Huma, marking a big leap forward in making healthcare more accessible. By combining their platforms, they'll offer patients the option to book private GP consultations anytime, filling gaps left by the NHS. Its an exciting move for Doctor Care Anywhere and one that's set to propel it to the forefront of digital healthcare.