About this role
Salary: £45,000 - 79,000 per year
Requirements
- Demonstrable experience working in the IT sector, preferably in a helpdesk or IT support role
- Ability to diagnose and resolve technical issues, manage time effectively, and work in a fast-paced environment
- Microsoft certification(s)
- BA (Hons) in Information Technology or equivalent
- Working knowledge of Microsoft Office
- Experience working with helpdesk systems preferred
- Knowledge and ability to administer Windows Server 2016, 2019, and 2022
- Excellent knowledge of Microsoft Windows 7, 8, and 10 operating systems
- A positive attitude, willingness to learn, passion for technology, and experience in IT support
- Experience in healthcare IT and/or imaging desirable
- Experience with digital volt meters, laser power meters, optical alignment tools, and specialised test equipment desirable
- Demonstrated proficiency in resolving technical problems in medical imaging modalities desirable
Responsibilities
- Provide first-line support and maintenance for our software and hardware products by identifying and resolving customer IT and device-related issues
- Resolve customer issues quickly, efficiently, and professionally through telephone and remote support
- Proactively handle incidents and requests assigned by Helpdesk Support and take ownership of support tickets
- Remotely assist customers with technical issues, resolve network problems, and install and configure software
- Communicate with stakeholders at all levels, guide them through issue resolution, and keep them informed of progress
- Diagnose and resolve or escalate helpdesk tickets in a timely manner
- Log and document support activity in our CRM system
- Provide support and integration for our software products
- Confirm configurations, parts, and software before dispatch
- Validate new installations of customers IT-based systems
- Provide occasional support with device installations
- Attend trade exhibitions when required
- Maintain a high level of product knowledge
- Develop positive working relationships with colleagues and customers
- Assist with the management of our internal IT infrastructure and in-house IT applications
Technologies
- CRM
- Hardware
- Support
- Network
- Windows
- Excel
More
We are Heidelberg Engineering Limited, a wholly owned subsidiary of Heidelberg Engineering GmbH, a world-leading manufacturer, and a provider of high-quality ophthalmic diagnostic solutions. We are strengthening our Health Care IT Team and are recruiting a Healthcare IT Support Technician for our technical support team in Hemel Hempstead. This is a full-time, permanent, in-person role, with working hours Monday to Friday, 08:30–17:30, including a one-hour lunch break. We offer a competitive salary, an annual bonus, private healthcare, an excellent pension scheme, life assurance, 25 days of annual leave plus bank holidays, financial planning services, sick pay, on-site parking, and work-from-home options.
last updated 43 week of 2026