Clinical Systems Support Engineer

HealthHarmonie Ltd; Birmingham; Hybrid; GBP 32,000 - 45,000; Full time

Job summary

Medinet Group is seeking a capable Clinical Systems Support Engineer to provide frontline 1st/2nd line support for clinical systems such as EMIS Web, Hero Health and Heidi. You will join the IT Infrastructure Team in a hybrid role based in Edgbaston, delivering timely assistance to clinicians and administrative staff across UK healthcare platforms.

The role emphasizes troubleshooting, customer service and strong documentation, with exposure to NHS-related access processes and digital health

Qualifications

• Experience in 1st/2nd line IT support or application support.
• Experience using IT service management platforms such as Freshservice or ServiceNow.
• Strong knowledge of Microsoft 365 including Outlook, Teams, OneDrive and SharePoint.
• Experience supporting Windows 10/11 devices, remote users and virtual desktops.
• Excellent troubleshooting, communication and documentation skills.

Responsibilities

• Provide 1st and 2nd line support for EMIS Web, Hero Health, Heidi and other clinical/operational systems.
• Log, triage, investigate and resolve incidents and service requests via Freshservice.
• Support users with access, login, configuration and system issues.
• Troubleshoot remote access, VDI and device connectivity problems.
• Assist with NHS Smartcard and Spine-related access issues.
• Escalate complex incidents with clear handovers and records.
• Maintain ticket histories, knowledge base articles and SOPs.
• Provide proactive, professional user support and progress updates.
• Identify recurring issues and suggest service improvements.
• Support reliability and day-to-day usability of clinical systems.

Skills

1st/2nd line IT support

ITSM platforms (Freshservice, Service-

Tools

Freshservice

ServiceNow

Microsoft 365

Azure Virtual Desktop

VDI

EMIS Web

Hero Health

Heidi

Job description

Location: Edgbaston, Hybrid (Office and Remote Working)

Hours: Full-Time, 37.5 Hours per week, 08:00 - 16:00

Salary: Competitive

About Medinet Group

Medinet Group is a leading healthcare organisation committed to delivering high-quality clinical services across the UK. Our family of businesses - Medinet (insourcing services), HealthHarmonie (community specialist services), and Medinet Minds (mental health and wellbeing services) - work closely with NHS and healthcare partners to improve patient outcomes, reduce waiting times, and drive innovation across healthcare delivery.

The Opportunity

As our Clinical Systems Support Engineer, you will provide frontline support to clinicians and administrative users across a range of clinical systems and digital platforms. Working within the IT Infrastructure Team, you will manage support requests, troubleshoot technical issues, and ensure users receive timely and effective assistance with critical applications including EMIS Web, Hero Health, Heidi, and other healthcare technologies.

Key Responsibilities

• Provide 1st and 2nd line support for EMIS Web, Hero Health, Heidi and other clinical and operational systems.
• Log, triage, investigate and resolve incidents and service requests through Freshservice.
• Support users with access, login, configuration, usability and system-related issues.
• Troubleshoot remote access, virtual desktop, device configuration and connectivity issues.
• Assist with NHS Smartcard and Spine-related access issues where required.
• Escalate complex incidents to internal teams, suppliers and stakeholders, ensuring clear documentation and handovers.
• Maintain accurate support records, ticket histories, known fixes and workarounds.
• Create and maintain knowledge base articles, user guidance and standard operating procedures.
• Provide professional and responsive support to users, keeping them updated on progress.
• Identify recurring issues and recommend service improvements.
• Support the reliability and day-to-day usability of key clinical and administrative systems.

About You

We're looking for a customer-focused and technically capable support professional who enjoys solving problems and delivering an excellent user experience.

Essential Skills & Experience

• Previous experience in a 1st or 2nd Line IT Support or Application Support role.
• Experience using IT service management platforms such as Freshservice, ServiceNow or similar systems.
• Strong knowledge of Microsoft 365 including Outlook, Teams, OneDrive and SharePoint.
• Experience supporting Windows 10/11 devices, remote users and virtual desktop environments.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to prioritise workload effectively and manage multiple support requests.
• Strong attention to detail and documentation skills.

Desirable Skills & Experience

• Previous experience within the NHS or a healthcare environment.
• Familiarity with digital consultation tools and patient communication platforms.
• Knowledge of NHS Smartcards and Spine access processes.
• Understanding of information governance, data security and confidentiality requirements.
• Experience creating technical documentation and knowledge base content.
• Exposure to Azure Virtual Desktop, VDI or similar technologies.
• Experience supporting EMIS Web within a healthcare or operational environment.
• Experience supporting digital health systems such as Hero Health, Heidi or similar applications.

Why Join Us?

By joining Medinet Group, you'll become part of the infrastructure that enables outstanding patient care across the UK. Your work will directly support clinicians and operational teams in delivering safe, efficient and effective healthcare services.

In return, we offer:

• The opportunity to support critical healthcare systems.
• A collaborative and supportive IT team environment.
• Exposure to a wide range of clinical technologies and digital health platforms.
• Ongoing learning and development opportunities.
• A growing organisation focused on innovation and continuous improvement.
• The opportunity to make a meaningful impact on both colleagues and patients.

Equal Opportunities

Medinet Group is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Applications are welcomed from all suitably qualified candidates regardless of race, religion, gender, sexual orientation, disability, age or any other protected characteristic.