Clinical Systems Support Engineer

HealthHarmonie Ltd; Birmingham; On-site; GBP 32,000 - 46,000; Full time

Job summary

Medinet Group is seeking a proactive Clinical Systems Support Engineer to join the IT Infrastructure team in the UK. You will deliver frontline support for clinical systems like EMIS Web, Hero Health and Heidi, resolving incidents via Freshservice and guiding users through access and configuration.

The role emphasizes a patient-centric, secure digital health environment. You will work with Microsoft 365, Windows devices, and VDI technologies, ensuring reliable operations and knowledge base

Qualifications

• Experience in 1st/2nd line IT or application support in healthcare.
• Familiar with NHS IT platforms and data governance.
• Strong communication and problem-solving skills.

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 via Freshservice.
• Assist users with access, login, configuration, and device issues.
• Troubleshoot remote access, virtual desktops and connectivity.
• Escalate complex incidents and document handovers.
• Create and maintain knowledge base articles and SOPs.
• Provide proactive support and update users on progress.
• Identify recurring issues and recommend improvements.

Skills

1st/2nd line support

Freshservice

ServiceNow

Microsoft 365

Outlook

Teams

OneDrive

SharePoint

Windows 10/11

Remote users

VDI

Azure Virtual Desktop

EMIS Web

Hero Health

Heidi

NHS knowledge

Tools

Freshservice

ServiceNow

Azure Virtual Desktop

VDI

EMIS Web

Job description

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.

• 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.
• 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.

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.