Second Line IT Support Engineer

Thanks for stopping by We're Doctor Care Anywhere: Doctor Care Anywhere Group plc (DCA) is the UK's largest private provider of telehealth services.  The Company works with insurers, healthcare providers and corporate customers to serve patients with a range of digitally enabled telehealth services on its proprietary platform. 

DCA is committed to delivering the best possible patient experience and clinical care through digitally enabled, joined up, evidence-based pathways.  DCA's strategic ambition is to be the UK market leader in digitally enabled primary care, helping to meet the health needs of patients and payors in a challenging and fast changing environment. 

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.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).

Salary: £41,200 per annum

Hybrid: Average attendance of 2–3 days per week in the London office

Application Close date: 9am Monday 29th December

Requirements

Key Accountabilities / Responsibilities:

• 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.

Experience /Attributes

Technology skills must include:

1. Must have a well-rounded skillset in MS Dynamics 365 administration and troubleshooting.
2. Intermediate Dynamics CRM skills on any recent version
3. Confident in requirement gathering and understanding what the user requires
4. Azure Active Directory management.
5. InTune.
6. Company Portal.
7. SharePoint administration and troubleshooting.
8. Teams, including supporting compatible meeting room conferencing equipment.
9. MS Dynamics basic administration and troubleshooting.
10. Microsoft Windows Desktop on various laptop hardware, including peripherals issued to clients.
11. Apple MacBook administration and troubleshooting desirable, but not essential.
12. Any other technology introduced into the organisation in a controlled manner.

• Support the introduction of new services by delivering training and contributing to BAU operations documentation.
• Demonstrate strong attention to detail, actively seeking feedback to drive continuous improvement.
• Build effective, collaborative relationships with peers and stakeholders.
• Bring a creative, proactive, and solutions-focused mindset, with a strong willingness to learn.

Benefits

We understand the importance of good health and happiness for our patients and our team is just the same. You should expect to be as supported and valued being a member of our team and have the freedom to make the most of your role and career with us When you're part of the team you will have access to:

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

Doctor Care Anywhere is committed to safeguarding and promoting the welfare of its patients and expects all Colleagues to share this commitment. This post is subject to satisfactory DBS and reference checks, and is exempt from the Rehabilitation of Offenders Act 1974.