Clinical Systems Support Engineer

HealthHarmonie; Birmingham; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Ongoing learning and development

Collaborative IT team environment

Exposure to clinical technologies

Job summary

HealthHarmonie is seeking a proactive Clinical Systems Support Engineer to join the IT Infrastructure team in Edgbaston. You will deliver frontline support for EMIS Web, Hero Health, Heidi and other clinical platforms, ensuring timely incidents resolution and high user satisfaction.

Based in hybrid UK working conditions, you will manage incidents via Freshservice, maintain knowledge bases, and contribute to service improvements while supporting NHS-related access and security processes.

Qualifications

• Previous experience in a 1st or 2nd Line IT Support or Application Support role.

Responsibilities

• Provide 1st and 2nd line support for EMIS Web, Hero Health, Heidi and other clinical and operational systems.

Skills

1st/2nd Line IT Support

EMIS Web support

Digital health systems

Freshservice

Microsoft 365

Windows 10/11

Remote user support

Troubleshooting

Documentation

Tools

Freshservice

Azure Virtual Desktop

VDI

Job description

Essential Skills & Experience

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.

As we continue to expand our digital capabilities, we are looking for a proactive and technically skilled Clinical Systems Support Engineer to join our IT Infrastructure team. This is an exciting opportunity to play a key role in supporting the digital tools and systems that enable our clinical and operational teams to deliver exceptional patient care.

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 supporting EMIS Web within a healthcare or operational environment.
• Experience supporting digital health systems such as Hero Health, Heidi or similar applications.
• Experience using IT service management platforms such as Freshservice.
• 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.

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.