Hybrid Clinical Systems Support Engineer | EMIS & NHS Tech

HealthHarmonie Ltd

Birmingham

Hybrid

GBP 32,000 - 45,000

Full time

33 hours ago

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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.