Technical Support Analyst – 3rd Line Support 

Location: Norwich

Job Type: Temporary 

Duration of booking: 8 months with possible extension

Proposed start date: ASAP

Pay Rates: £22.00 per hour PAYE inclusive of holiday pay

Hours / Working Days: 37.5 hours per week / Monday to Friday, 9am – 5pm 

Sector: Healthcare 

Based: Office / Hospital 

About the Role

This is an excellent opportunity to join a busy NHS IT team, providing second- and third-line technical support across the Trust's infrastructure and clinical systems. You will play a key role in maintaining secure, reliable, and resilient IT services while supporting identity and access management, cyber security initiatives and Microsoft infrastructure.

Working alongside Infrastructure, Cyber Security and Digital Services teams, you will help deliver high-quality technical support, system improvements and secure access to business-critical NHS systems. 

Key Responsibilities

• Provide second- and third-line technical support for infrastructure and enterprise systems. 
• Support Microsoft Entra ID, identity, and access management services. 
• Implement and support Multi-Factor Authentication (MFA). 
• Configure Conditional Access policies and authentication methods. 
• Support Digital Security and Protection Toolkit (DSPT) compliance activities. 
• Investigate and resolve complex authentication and user access issues. 
• Assist with vulnerability remediation and security hardening. 
• Support Windows server infrastructure and enterprise applications. 
• Produce technical documentation and operational procedures. 
• Work closely with Infrastructure, Digital and Cyber Security teams. 
• Participate in software deployments, upgrades, and service improvements. 
• Ensure incidents are resolved in accordance with agreed service levels. 
• Contribute to technical projects and system implementations. 

Essential Requirements

Applicants should demonstrate experience in:

• Second- and third-line technical support. 
• Microsoft Windows Server technologies. 
• Microsoft Entra ID (Azure Active Directory). 
• Identity and Access Management. 
• Multi-Factor Authentication (MFA). 
• Active Directory administration. 
• Microsoft SQL Server. 
• Technical troubleshooting and incident management. 
• Application support within enterprise environments. 
• Producing technical documentation. 
• Working within structured ITIL support environments. 
• Excellent communication and customer service skills. 

Experience working within the NHS or another healthcare environment would be highly advantageous. 

Desirable Skills

• Microsoft 365 
• Azure 
• PowerShell 
• Citrix 
• VMware 
• Networking (TCP/IP) 
• SQL 
• Cyber Security 
• DSP Toolkit 
• Windows Server 
• Enterprise Application Support