IT Support Engineer

The Royal Orthopaedic Hospital NHS Foundation Trust; Birmingham; On-site; GBP 32,000 - 39,000; Full time

Job summary

The Royal Orthopaedic Hospital NHS Foundation Trust in Birmingham is seeking an IT Support professional to deliver proactive, responsive desktop and contact centre services. You will diagnose faults, provide remote and onsite support, and contribute to incident and service request resolution across Trust devices and systems.

You will maintain security and information governance, document processes, and support CPD within the IT team. A prior NHS environment experience is desirable.

Qualifications

• Relevant IT qualification (e.g. CompTIA A+, Microsoft certification) or equivalent practical experience.
• Degree in an IT-related subject or equivalent demonstrable experience.

Responsibilities

• Provide high-quality technical support within the Desktop Delivery function, supporting Contact Centre and field-based services across the Trust.
• Support and maintain PC hardware, Telephony, software, systems, and network infrastructure via telephone, portal, remote tools, and onsite visits.
• Log and manage complex user support requests within the ITSM system, ensuring accurate and detailed information is captured to support effective resolution.
• Install, configure, and maintain desktop hardware and software in line with Trust standards.
• Maintain and update the IT asset database, ensuring all equipment is accurately recorded and tracked throughout its lifecycle.
• Carry out hardware builds, repairs, and decommissioning activities, including secure removal and destruction of PC hard drives.

Education

Relevant IT qualification or equivalent practical experience

Degree in an IT-related subject or equivalent demonstrable experience

Job description

Employer The Royal Orthopaedic Hospital NHS Foundation Trust Employer type NHS Site The Royal Orthopaedic Hospital NHS Foundation Trust Town Birmingham Salary £32,073 - £39,043 per annum, pro rata if part-time. Salary period Yearly Closing 27/10/2026 23:59

NHS AfC: Band 5

Job overview

The post holder will be responsible for delivering a proactive and responsive IT support service across the Trust, supporting both the Contact Centre and field-based Desktop Support teams, ensuring a consistent, high-quality service for all users. The role involves coordinating with relevant support teams to ensure the effective
resolution of incidents and service requests, covering all aspects of IT support including incident, service request logging and Active Directory administration. Provide comprehensive IT support for all Trust-supported devices and systems, both remotely and onsite. This includes diagnosing faults, and implementing resolutions using appropriate tools, including remote support technologies. Apply technical knowledge and sound judgement to investigate and resolve issues, some of which may be complex and have multiple potential solutions and outcomes.
Support and guide team members in resolving incidents, ensuring appropriate escalation where required. Maintain accurate documentation of digital processes, procedures, and technical
solutions to support knowledge sharing and continuous service improvement.

Main duties of the job

• Provide high-quality technical support within the Desktop Delivery function, supporting Contact Centre and field-based services across the Trust.
• Support and maintain PC hardware, Telephony, software, systems, and network infrastructure via telephone, portal, remote tools, and onsite visits.
• Log and manage complex user support requests within the ITSM system, ensuring accurate and detailed information is captured to support effective resolution.
• Install, configure, and maintain desktop hardware and software in line with Trust standards.
• Maintain and update the IT asset database, ensuring all equipment is accurately recorded and tracked throughout its lifecycle.
• Carry out hardware builds, repairs, and decommissioning activities, including secure removal and destruction of PC hard drives.
• Arrange appropriate disposal of decommissioned equipment in line with Trust policies and approved recycling processes.
• Perform antivirus updates and daily monitoring of antivirus systems to maintain security compliance.
• Ensure compliance with all Trust policies relating to information governance, security, and confidentiality.
• Undertake continual professional development (CPD), attending relevant training and sharing knowledge within the team and with users.
• Support Trust users and colleagues of the Contact Centre and Desktop Support teams, assisting with issue resolution and sharing knowledge.

Working for our organisation

The Royal Orthopaedic Hospital NHS Foundation Trust is one of the largest specialist orthopaedic units in Europe. We offer planned orthopaedic surgery to people locally, nationally and internationally.

Our Trust is a very special hospital; big enough to deliver world class services and small enough to offer exceptional patient and staff experience. We offer a working experience unique in the West Midlands and we're always on the lookout for passionate people to join our award-winning team.

The ROH is an equal opportunities employer. We employ people of difference and are committed to growing an inclusive culture, where difference is celebrated, and people feel able to bring their whole and authentic self to work.

We are a Disability Confident Leader and offer a range of inclusive, family friendly and flexible working arrangements and policies, to support our people in the workplace. Flexible working requests will be considered.

The Trust is committed to the Disability Confident Interview Scheme and will offer an interview to disabled applicants who meet the minimum criteria for a vacancy and consider them on their abilities.

If you have a disability and need any support with your application or require any reasonable adjustments to be implemented please do get in touch with the Recruiting Manager for this position so that the team can support you.

Detailed job description and main responsibilities

Please see attached JD/PS

Please note that this job vacancy may close before the advertised closing date if a sufficient number of applications are received. To ensure your application is considered and to avoid disappointment, we advise submitting your application as soon as possible.

Person specification

Qualifications

• Relevant IT qualification (e.g. CompTIA A+, Microsoft certification) or equivalent practical experience
• Degree in an IT-related subject or equivalent demonstrable experience

Experience

• Experience providing 1st and 2nd line IT support within a service environment
• Experience supporting/troubleshooting desktop hardware, software, and networked systems
• Experience supporting network printers and print management systems
• Experience working within an NHS or healthcare environment

Knowledge

• Knowledge of Microsoft Windows operating systems and Microsoft Office applications
• Understanding of IT support processes (incident and request management)
• Knowledge of basic networking concepts (e.g. TCP/IP, Wi-Fi, LAN)
• Understanding of Information Governance, data protection, and IT security principles
• Knowledge of ITIL principles and best practice

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.