Digital Services Projects and Support Engineer (Hybrid)

Cygnet Health Care; North East; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading healthcare provider in the UK is looking for a Project and Support Engineer to join their Digital Services Team. In this role, you will support IT systems across the North East, ensuring excellent customer service and effective problem resolution. Your contributions will be vital in maintaining high standards in a sensitive healthcare environment while participating in digital projects and collaborations.

Benefits

Opportunities for further learning

Health Cash Plan

Enhanced maternity pay

24-hour free GP support line

Free life assurance cover

Discounted gym memberships

Employee NHS discount savings

Smart Health Toolkit

Qualifications

• Minimum 3 years' experience in a corporate IT environment.
• Strong knowledge of Windows 10 & 11.
• Proficient in Microsoft Office.

Responsibilities

• Provide 1st and 2nd line support across multiple sites.
• Install and configure hardware and software.
• Manage service desk tickets via SysAid.

Skills

Customer service

Problem-solving

Communication

Technical support

Education

Level 2 IT qualification or equivalent

CompTIA A+/N+, Microsoft Certifications, or ITIL Foundation

Job description

We have an exciting opportunity for a Project and Support Engineer to join our Digital Services Team at Cygnet, covering services in the North East Region.

Cygnet was established in 1988 and has since developed a wide range of health and social care services for young people and adults with mental health needs, acquired brain injuries, eating disorders, autism, and learning disabilities within the UK.

The Field Services Engineer will provide hands-on and remote technical support for Cygnet Healthcare's digital systems and services. You will support staff and service users across various sites within your assigned region. The role involves working on digital projects and collaborating with the central service desk team. High standards of customer service, professionalism, and sensitivity are essential given the healthcare setting.

Key Responsibilities

• Provide general and project-based support across all digital systems, both remotely and on-site.
• Deliver excellent 1st and 2nd line support to users of core systems and applications, including Microsoft Windows and Office.
• Install and configure new hardware and software across multiple sites.
• Manage service desk tickets via SysAid, prioritising and resolving them promptly.
• Maintain system performance and ensure all PCs/laptops are up to date with operating systems and patches.
• Support and install Mitel and Yealink telephony systems (training provided).
• Provide basic support for CCTV systems, escalating complex issues to third parties.
• Support photocopiers and printers, including liaising with third-party repair services.
• Source and manage hardware and consumables in collaboration with the Digital Services Asset Team.
• Offer technical instruction and advice to end-users tailored to their skill levels.
• Maintain asset registers and perform hardware audits and security checks.
• Attend team and project meetings regularly.
• Ensure adherence to all Cygnet Healthcare policies and IT protocols.

Required Skills and Experience

• Minimum 3 years' experience supporting users in a large corporate IT environment.
• Strong working knowledge of Windows 10 & 11.
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint 2016/365).
• Experience with installing and supporting secure network printers and telephony systems.
• Basic knowledge of LAN/WAN and patching in communications cabinets.
• Familiarity with Service Desk tools and remote access software.
• Excellent communication, customer service, and problem-solving skills.
• Full UK driving licence and willingness to travel.

Desirable Skills and Qualifications

• Level 2 IT qualification or equivalent.
• CompTIA A+/N+, Microsoft Certifications, or ITIL Foundation.
• Knowledge of IP addressing and subnets.
• Experience supporting Android and iOS mobile devices.
• Mental health or deaf awareness.
• Understanding of the Data Protection Act and confidentiality in healthcare.

Evidence of Success

• Consistently punctual with strong time management.
• High standards of customer service and positive feedback.
• Accurate logging and resolution of support tickets within SLAs.
• Adherence to service desk procedures and documentation standards.

Why Cygnet? We offer you:

• Opportunities for further learning through our apprenticeship schemes.
• Expert supervision and support.
• Health Cash Plan.
• Enhanced maternity pay: 8 weeks full pay, 18 weeks half pay (including SMP), followed by 13 weeks SMP.
• 24-hour free GP support line.
• Free life assurance cover.
• Free eye tests.
• Car lease discounts.
• Discounted gym memberships.
• Free mortgage broker and insurance cover.
• Pension scheme.
• Employee NHS discount savings and Cycle to Work scheme.
• Smart Health Toolkit — fitness programs, nutrition consultations, and health checks.

Interested? Please click on the 'Apply Now' link below or send your CV to [e-mail].

Note: Due to sponsorship allocation limits, we are currently unable to offer sponsorship to new candidates for these roles. This remains under review.

We reserve the right to close this vacancy early if sufficient applications are received. The advertisement ends here.