Endpoint Support Engineer (Must hold full and valid UK driving licence and have access to a vehicle)

Location: Norwich

Job Type: Temporary 

Duration of booking: Expected to last 3 months with possible extension

Proposed start date: ASAP

Pay Rates: Up to £17.55per hour PAYE inclusive of holiday pay

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

Sector: Healthcare 

Based: Office / Hospital 

Job Purpose

To maintain and increase customer productivity across the NHS trust by providing second-line, customer-focused IT support. You will resolve technical incidents and problems remotely or in person, ensuring continuous improvement and maintenance of both software and computer hardware.

Key Responsibilities

2nd Line Support & Incident Management

• Provide high-quality 2nd line support for both clinical and corporate NHS staff.
• Record, update, and track all work, calls, and requests accurately within the IT Service Desk call management system in line with Service Level Agreements (SLAs).
• Proactively investigate, diagnose, and resolve technical issues remotely via telephone or approved Digital Services tools to restore normal service as quickly as possible.
• Prioritise, organise, and re-classify IT incidents and queries, ensuring comprehensive documentation of actions taken.
• Monitor and track incidents, escalating hierarchically or functionally to the Endpoint Services Manager when targets are at risk.
• Liaise with third-party suppliers to resolve faults or implement workarounds on tailored or national NHS systems.

Hardware, Software & Infrastructure

• Install, configure, repair, and maintain workstations, local software, peripherals, network settings, printing facilities, and telephone systems.
• Build, upgrade, migrate, test, and deploy IT hardware and software applications within agreed SLA timescales.
• Conduct site visits where necessary for hardware/software resolution, office moves, changes, and technology refresh projects.
• Maintain Digital Services antivirus (Sophos console), data integrity within the service management tool, and ensure all endpoint asset information is kept strictly up to date.
• Assist Endpoint Specialists with the development of new build images.

Service Improvement & Collaboration

• Contribute to 2nd line technical process mapping, keeping documentation updated and offering recommendations for service delivery improvements.
• Deliver peer training within the Endpoint Engineering team to foster knowledge transfer and maintain a multi-skilled unit.
• Communicate complex technical resolutions clearly and adapt language appropriately for non-technical users to manage customer expectations effectively.
• Present a positive, professional image of Digital Services at all times while complying with all corporate policies.

Person Specification: Experience, Skills & Qualifications

Qualifications & Knowledge

• Degree or equivalent experience in supporting computer desktop hardware.
• Microsoft Certification (or equivalent experience).
• ITIL Service Management Foundation certification or equivalent working knowledge.
• Working knowledge of Active Directory (users, computers, security groups), Windows 11, Microsoft Office 365, Citrix, Sophos console, and asset management solutions.
• Good keyboard/typing skills (RSA 2 or equivalent).

Skills & Attributes

• Customer Service: Proven background in a customer-facing IT environment; skilled at managing customer expectations, building confidence, and handling challenging situations calmly and professionally.
• Problem Solving: Strong analytical abilities with a logical approach to troubleshooting and diagnosing issues.
• Communication: Excellent verbal and written English communication skills, with the ability to convey technical guidance to non-technical end users.
• Organisation: Ability to prioritise workload, work under pressure, meet strict targets, and pay close attention to detail.
• Work Ethic: Self-motivated, proactive, forward-thinking, and possesses a positive "can-do" attitude with a willingness to take ownership of tasks.
• Flexibility & Physical Requirements: Flexible with working hours when service demands require, comfortable working on own initiative, and capable of performing moderate physical activity on a frequent basis (e.g., handling hardware/equipment during rollouts).