About
TREAT-NMD is a global network committed to advancing diagnosis, care, and treatment for those living with neuromuscular diseases. We work collaboratively with experts, patients, and organizations to improve outcomes, accelerate research, and support groundbreaking initiatives worldwide.
Job Purpose
The 2nd Line Support Engineer provides advanced technical support, resolves escalated incidents, maintains core business systems, and contributes to IT projects and continuous improvement initiatives.
The role is on site (a minimum of 3 days per week) and available for urgent team queries.
The role looks after all ICT Equipment, access, logs and replacements, as well as the TREAT-NMD Azure and AWS environments and managed security, with the support of our first line support external contractor.
The role provides valuable support to our ISO 27001 accreditation, supporting with policy implementation and information security storage and compliance.
Key Responsibilities
• Provide 2nd line support to internal users
• Act as escalation point for complex technical issues
• Administer Microsoft 365 and Active Directory environments
• Support infrastructure, deployments and IT projects
• Maintaining accurate documentation, including asset records, system configurations, and known fault logs
• ISO 27001 compliance- technical level support
• Liaise with third-party suppliers and vendors required to support resolution of technical issues
• Assisting with IT audits and providing recommendations to improve the IT environment
Key Accountabilities
• Meet service standards and SLAs
• Ensure compliance with security and data protection requirements
• Deliver work in line with organisational policies and procedures.
• Meet agreed performance, quality, and service standards.
• Maintain accurate records and documentation.
• Build effective relationships with internal and external stakeholders.
• Contribute to continuous improvement initiatives.
• Ensure compliance with health, safety, and data protection requirements.
• Comply with company Code of Conduct.
• Comply with company Policies.
The postholder will be required to form working relationships with a diverse group of people internally and externally. Key contacts include:
TREAT-NMD (Internal)
– All Staff
External
– Suppliers
– Contractors
– Software Build engineers
– NMD Network Stakeholders
For further details, see link below:
Job Description Support Engineer Vacancy NEW
