IT Support Engineer

Your World; Norwich; On-site; GBP 15,000 - 25,000; Part time

Benefits offered by this job

Competitive pay

Quick registration

24/7 support

Job summary

Your World is recruiting for an Endpoint Support Engineer to support NHS staff with 2nd line IT issues. The role is temporary, 37.5 hours per week, 9am–5pm, based in Office/Hospital environments. You will resolve incidents, manage assets, and coordinate with suppliers to maintain service levels.

Ideal candidates hold ITIL knowledge, Windows 11, AD and O365 experience, and can communicate clearly with non-technical users while maintaining a professional image.

Qualifications

• Degree or equivalent in supporting desktop hardware.
• ITIL Foundation certification or equivalent.
• Experience with AD, Windows 11, O365, Citrix and asset management.

Responsibilities

• Provide high-quality 2nd line support for NHS staff.
• Record, update and track work within the IT service desk system.
• Diagnose and resolve issues remotely or on-site to restore service.
• Prioritise incidents and document actions taken.
• Monitor incidents and escalate when needed.
• Liaise with third-party suppliers to resolve faults.

Skills

Customer service

Problem solving

Communication

Organisation

Work ethic

Flexibility

Education

Degree or equivalent experience in supporting computer desktop hardware

ITIL Foundation certification

Tools

Active Directory

Windows 11

Microsoft 365

Citrix

Sophos console

Asset management solutions

Job description

A results-driven and highly experienced Business Manager with a proven track record of success in the healthcare industry. Specializing in recruiting for both non-medical and non-clinical roles, I have spent the last nine years honing my skills in identifying and securing top talent. My extensive knowledge of the healthcare sector, combined with a strategic approach to recruitment, has consistently led to exceptional placements and strengthened team dynamics within various healthcare organisations.

Endpoint Support Engineer (Must hold full and valid UK driving licence and have access to a vehicle)

Job Type: Temporary

Duration of booking: Expected to last 3 months with possible extension

Proposed start date: ASAP

Pay Rates: Up to £17.55per hour PAYE inclusive of holiday pay

Hours / Working Days: 37.5 hours per week / Monday to Friday, 9am – 5pm

Based: Office / Hospital

Job Purpose

To maintain and increase customer productivity across the NHS trust by providing second-line, customer-focused IT support. You will resolve technical incidents and problems remotely or in person, ensuring continuous improvement and maintenance of both software and computer hardware.

Key Responsibilities

2nd Line Support & Incident Management

• Provide high-quality 2nd line support for both clinical and corporate NHS staff.
• Record, update, and track all work, calls, and requests accurately within the IT Service Desk call management system in line with Service Level Agreements (SLAs).
• Proactively investigate, diagnose, and resolve technical issues remotely via telephone or approved Digital Services tools to restore normal service as quickly as possible.
• Prioritise, organise, and re-classify IT incidents and queries, ensuring comprehensive documentation of actions taken.
• Monitor and track incidents, escalating hierarchically or functionally to the Endpoint Services Manager when targets are at risk.
• Liaise with third-party suppliers to resolve faults or implement workarounds on tailored or national NHS systems.

Hardware, Software & Infrastructure

• Install, configure, repair, and maintain workstations, local software, peripherals, network settings, printing facilities, and telephone systems.
• Build, upgrade, migrate, test, and deploy IT hardware and software applications within agreed SLA timescales.
• Conduct site visits where necessary for hardware/software resolution, office moves, changes, and technology refresh projects.
• Maintain Digital Services antivirus (Sophos console), data integrity within the service management tool, and ensure all endpoint asset information is kept strictly up to date.
• Assist Endpoint Specialists with the development of new build images.
• Contribute to 2nd line technical process mapping, keeping documentation updated and offering recommendations for service delivery improvements.
• Deliver peer training within the Endpoint Engineering team to foster knowledge transfer and maintain a multi-skilled unit.
• Communicate complex technical resolutions clearly and adapt language appropriately for non-technical users to manage customer expectations effectively.
• Present a positive, professional image of Digital Services at all times while complying with all corporate policies.

Person Specification: Experience, Skills & Qualifications

Qualifications & Knowledge

• Degree or equivalent experience in supporting computer desktop hardware.
• ITIL Service Management Foundation certification or equivalent working knowledge.
• Working knowledge of Active Directory (users, computers, security groups), Windows 11, Microsoft Office 365, Citrix, Sophos console, and asset management solutions.
• Good keyboard/typing skills (RSA 2 or equivalent).

Skills & Attributes

• Customer Service: Proven background in a customer-facing IT environment; skilled at managing customer expectations, building confidence, and handling challenging situations calmly and professionally.
• Problem Solving: Strong analytical abilities with a logical approach to troubleshooting and diagnosing issues.
• Communication: Excellent verbal and written English communication skills, with the ability to convey technical guidance to non-technical end users.
• Organisation: Ability to prioritise workload, work under pressure, meet strict targets, and pay close attention to detail.
• Work Ethic: Self-motivated, proactive, forward-thinking, and possesses a positive "can-do" attitude with a willingness to take ownership of tasks.
• Flexibility & Physical Requirements: Flexible with working hours when service demands require, comfortable working on own initiative, and capable of performing moderate physical activity on a frequent basis (e.g., handling hardware/equipment during rollouts).

Win prizes in the Your Loyalty monthly reward draw!

How does it work? It couldn't be simpler. Every time you work 40 hours withinany calendar month through Your World,you'll earn one entry into our monthly reward draw! You'll also receive an additional entry for every 8hours you work in excess of the initial 40!

Other benefits of working with Your World

Competitive pay

We aim to get you the best rates based on your skills and experience.

Quick registration

Our world class compliance team will help you get out to work in no time.

24/7 support

Our dedicated recruitment experts and round-the-clock out of hours team are always here for you.

Find out more about the benefits of working with Your World