IT Support / Service Desk

Joining OneAdvanced means becoming part of a team that powers the world of work playing a vital role in supporting urgent‑care services that genuinely make a difference to people’s lives. As an Associate Support Engineer, you’ll work with technology that directly supports frontline healthcare delivery, giving your work real purpose and visibility. You’ll be supported to grow your technical capability, develop new skills, and progress your career in a collaborative environment that values curiosity, accountability, and continuous improvement. If you’re looking for a role where your contribution matters and your development is taken seriously, this is an opportunity to be part of something meaningful.

This is a hybrid role based out of our Ashford office, with the expectation that the successful candidate will attend the office weekly as required.

Responsibilities

The Associate Support Engineer provides first‑line and developing second‑line technical support to users across Health Services, working a core pattern of 09:00–17:30 Monday to Friday, with participation in a 24/7 shift rota once fully upskilled. The role focuses on diagnosing faults, resolving incidents, maintaining documentation, and delivering excellent customer service. As capability grows, the engineer will support more complex troubleshooting, root‑cause analysis, and contribute to continuous improvement of IT processes, systems, and customer experience.

Key Responsibilities

Fault Diagnosis & Technical Support

• Perform initial fault isolation and basic diagnostic activities.
• Propose resolutions to ensure timely issue resolution.
• Conduct routine troubleshooting across hardware, software, and user environments.
• Deliver focused support for urgent‑care‑specific products, including troubleshooting, user assistance, and issue escalation.

Documentation & Data Management

• Draft and maintain clear, accurate technical and user documentation.
• Use the organisation’s knowledge management system to access and contribute information.

Operational Compliance

• Develop a working understanding of organisational policies, procedures, and regulatory requirements.
• Adhere to mandatory compliance standards and quality assurance processes.

Customer Service & Case Management

• Manage an allocated caseload of support‑service users.
• Respond to customer issues, including more complex or unusual cases.
• Strengthen customer relationships through positive, empathetic, and solution‑focused interactions.
• Navigate challenging customer conversations and maintain professionalism.

Root Cause Analysis & Quality Assurance

• Perform basic tasks related to root‑cause analysis, including data entry, record keeping, and issue investigation.
• Assist senior engineers in identifying underlying issues and contributing to long‑term solutions.

Personal Capability & Development

• Participate in training, coaching, and development planning to build technical and process skills.
• Demonstrate commitment to continuous learning, adopting new technologies and approaches.
• Build organisational savvy by understanding culture, processes, and informal working norms.

What You Will have

Technical Skills

• Intermediate IT support capability, including diagnosing and resolving technical issues.
• Strong computer literacy, including standard business applications.
• Experience with end‑user device support, hardware installation, and software troubleshooting.
• Ability to follow structured troubleshooting processes.
• Familiarity with service desk operations, remote support, and user services.
• Basic understanding of process mapping, business rules, and root‑cause analysis.

Customer & Communication Skills

• Strong verbal communication skills with the ability to explain technical issues clearly.
• Effective interpersonal communication, able to build rapport and trust.
• Ability to manage customer expectations and maintain professionalism.
• Skilled in customer‑centric service conversations.
• Demonstrated ability to strengthen customer connections and build loyalty.