Endpoint Engineer - NHS

Spinwell Global; Norwich; On-site; GBP 23,000 - 33,000; Full time

Job summary

Spinwell is seeking an Endpoint Engineer for a 3-month contract based in Norwich. You will provide second-line IT support for clinical and corporate customers and manage incidents within the call management system.

The role requires strong technical knowledge (Windows 11, Active Directory, Microsoft 365) and excellent communication to resolve issues quickly while maintaining service levels. UK driving license preferred.

Qualifications

• Experience in providing second line IT support to customers.
• Working knowledge of Windows 11 and Office 365.
• ITIL Foundation or equivalent knowledge.
• Active Directory and security groups familiarity.
• Strong communication and problem-solving skills.

Responsibilities

• Provide second line IT support to clinical and corporate customers.
• Record all work/calls in the IT Service Desk system.
• Investigate and diagnose incidents and provide remote support.
• Monitor and escalate incidents as needed to meet SLAs.
• Coordinate with third party suppliers to resolve faults.

Skills

Second line support

Windows 11

Active Directory

ITIL

Communication

Education

Degree or equivalent

Tools

Sophos

Citrix

Office 365

Job description

Role: Endpoint Engineer x 2

Contract Length: 3 months

Location: Norwich

IR35: Inside

Pay Rate to Intermediary: Up to £20.16 per hour

Spinwell is recruiting for an Endpoint Engineer for an excellent opportunity within the public sector.

RESPONSIBILITIES OF THE ENDPOINT ENGINEER

• Providing IT second line customer focused support for both clinical and corporate customers
• Ensure all work/ calls are recorded within the call management system through the IT Service Desk
• To be prompt and meticulous in updating of daily Incidents and Request for Service handled into the call management system ensuring all relevant details are captured
• To be responsive and pro-active when investigating and diagnosing incidents by providing telephone remote support to restore normal service as quickly as possible
• Monitoring and tracking incidents, escalating where necessary hieratical or functionally
• Prioritise, organise and re-classify IT incidents, requests for service and queries, documenting additional information gained and actions carried out in line with the Support Services standards and Digital Services service level agreement
• Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems
• Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within IT
• Responsible for the Installation/ setup, repair and maintenance of workstations, local software, peripherals and telephones in accordance with the Digital Services SLA. Configure settings, network services and printer facilities
• Upgrade, migrate, test and maintain IT hardware, software and peripherals
• Build & Install purchased IT equipment & software applications within agreed timescales documented in the Service Level Agreement
• Provide second line support to customers in troubleshooting, investigating and repairing applications and IT hardware, including desktops/ laptops and related peripherals, ensuring that Agreed Service Levels are met
• Analyse information presented and gained from the customer to enable diagnostics of workstations and peripheral equipment using remote Digital Services approved tools
• Undertake site visits where necessary to rectify software/hardware problems, undertake moves and changes & roll out new hardware for technology refresh/project work
• Responsible for the maintaining the Digital Services antivirus, Sophos console, and data integrity within the call management system
• Ensure all Endpoint asset information is kept up to date
• Escalate calls in jeopardy of failing service level targets to the Endpoint Services Manager
• Assist the Endpoint Specialists with the development of new build images
• Contribute to the creation of second line technical process maps and assist in keeping documentation up to date, making recommendations of service\ documentation improvement to the Endpoint Services Manager
• Provide customer-focused IT service, manage customer expectations by keeping customers informed of progress, provide consistent information\ advice using the appropriate technical language to suit the audience when explaining complex technical resolution or guidance
• Other second line activities as directed to continuously improve service and strive for best practice
• Provide peer training within the Endpoint Engineering team to ensure a multi-skilled team and knowledge transfer
• Presenting a positive image of Digital Services at all times and comply with all Corporate Policy

SKILLS/EXPERIENCE OF THE ENDPOINT ENGINEER

• A degree or equivalent or significant experience of supporting Computer Desktop Hardware
• Microsoft Certification or equivalent
• ITIL Service Management foundation certification or equivalent knowledge
• Working knowledge of Active Directory, users, computers and security groups
• Working knowledge of Microsoft Operating Systems; Windows 11
• Working knowledge of Sophos console, asset management solutions and Citrix
• Working knowledge of Microsoft Office 365
• Good keyboard skills (RSA 2 typing/word processing or equivalent experience)
• Experience working in a customer service environment , providing excellent customer-focused service, managing customer expectations and dealing with difficult customers
• Excellent communications skills (verbally and written)
• Good analytical problem solving skills
• Experience of working effectively as a team
• Excellent customer handling skills, including communicating at the customer's technical level, working with executive customers and managing difficult people
• Professional and calm approach at all times, particularly when dealing with difficult situations
• Good customer relationship management skills, enabling customer confidence and empowerment
• A logical approach to problem solving and exercising good judgement
• Good attention to detail
• Prioritises and organise workload in accordance with the Service Level Agreement
• Able to meet targets under pressure
• Able to communicate effectively in written and verbal English language
• Self motivated
• 'Will do/ can do' attitude
• Flexible with working hours where it is demanded by the role, to meet the needs of the service
• Understand and apply client vision, values and behaviours
• Be proactive, forward thinking and comfortable working on own initiative
• Share creative and innovative ways of doing things with colleagues
• Take ownership
• Deliver on commitments in a timely way
• Exhibit the necessary level of independence and objectivity required to perform the
• Ability to perform moderate physical activity on a frequent basis
• Must hold full and valid UK driving licence and have access to a vehicle

We welcome all applications regardless of background, in line with our commitment to diversity, equality and inclusion.

Applying to this or any other vacancy advertised by Spinwell Ltd constitutes an agreement for Spinwell Ltd to hold your details for 24 months for the purpose of assessing suitability for the advertised position and to make you aware of any other positions deemed suitable of which You will make you aware by means of either email, text or phone. In line with GDPR regulations you are able to request your details be removed from the company data at any time by emailing us