IT Support Engineer

We at TFP Fertility are on the lookout for brilliant minds and passionate hearts to join us in shaping the future of fertility health. Our fertility services, spanning 3 countries across Europe with IVF clinics and egg/sperm freezing, aim to use technology for a best-in-class fertility journey leading to the joy of starting a family!

Due to the passion, expertise, and reputation of our team, our clinics have grown into the leaders in the fertility sector, offering a full suite of treatment and diagnostic services, including PGT and IVM. At TFP Fertility, we provide all our patients with the care, understanding, and expertise that bring dreams to life. Our commitment to creating and changing lives is fuelled by our passion for what we do.

Science, research, and innovation are fundamental to our work, with over 33 years of pioneering fertility treatment. Many of our clinicians are internationally renowned specialists, and knowledge-sharing across clinics is routine to continually enhance our success. Join us at TFP Fertility, where your passion and expertise can contribute to our legacy of excellence.

The Role:

The IT Service Desk is the central point of contact for all IT related incidents and service requests. The IT Support Engineer is essential for maintaining the efficiency and security of technology within TFP, by combining technical proficiency with exceptional customer service.

You will be joining a friendly IT team, supporting users across 12 clinics in 3 geographic locations, using a combination of remote support tools and desk side/onsite support.

This is a hybrid role working 37.5 hours per week - Monday to Friday

3 days on site and 2 from home

The Location:

While the role is based primarily from TFP Nurture Fertility in Nottingham, you will be required to travel as necessary to other TFP clinics in the UK on a regular basis and possibly Europe depending on the needs of the business.

Key Responsibilities:

1. Incident Management: Actively Monitor the ITSM tool (TOPdesk) to ensure user inquiries and technical issues are dealt with promptly to minimize downtime and maintain productivity.
2. Recognise complex problems and escalate them to specialized staff where necessary.
3. Proactively monitor IT systems and applications to ensure optimal performance and availability.
4. Maintaining accurate records of incidents, requests, and resolutions to enhance future service delivery.
5. Request Fulfilment: Process requests for new services, including onboarding and offboarding services, or modifications to existing services efficiently.
6. Problem Management: Identify and analyse recurring issues to implement effective solutions and prevent future occurrences.
7. Change Management: Ensure changes to IT services are documented and actioned in a timely manner ensuring minimal disruption to users.
8. Knowledge Management: Create and maintain comprehensive knowledge items to facilitate quicker resolutions and improve service delivery.
9. Asset Management: Ensure TFP hardware and software assets are managed through their lifecycle from initial purchase through to decommissioning.
10. To carry out 'ad-hoc' tasks when requested to assist with the smooth running of the IT function and provide support for project related work to ensure a high level of support for users.

Qualifications and Experience:

1. ITIL Foundation Certificate (Or similar ITSM training)
2. Professional experience of working in a fast paced IT environment with a solid understanding of IT systems, networks and applications crucial for effective troubleshooting.
3. Working knowledge of:
1. Active Directory
2. Windows Desktop and Server environments
3. M365
4. Azure
5. SharePoint
4. Effective communication with the ability to convey technical information clearly to users and collaborate with technical teams.
5. Strong problem-solving skills, able to diagnose issues and implement effective solutions quickly.
6. A commitment to providing excellent customer service and support to enhance the user experience.
7. Ability to work alone or as part of a team to resolve issues and improve service delivery.

Location: TFP Nurture Fertility and other TFP clinic locations as required

Working Hours: 37.5

Monday - Friday Between the hours of 08.00- 18.00 on a rotational basis

This is a hybrid role working 3 days on site and 2 from home

Pension: Dual contribution pension scheme

Holiday Entitlement: 27 Days + Bank holidays (pro rata)